MANAGING FEEDBACKS & REWARDS Y. Al-Adib, A. Gariglio, S. Leonardi, Y. Zhang, C. Zhou
MANAGING FEEDBACKS & REWARDS WHAT WE THINK ABOUT THE CHALLENGE
Yara
Adriano
Serena
Zhang
Chenzi
All feedback (negative and positive) gives the designer/owner hints to please his clients and improve his business.
It is easier not to consider feedbacks than to face them.
Will people enjoy to be part of the community and have rewards or will they feel it stressfull and useless?
Feedback and reward helps businesses listen to the voice of the customer and to improve customer satisfaction.
The challenge is threatened by whether the feedbacks are honest and transparent enough.
MANAGING FEEDBACKS & REWARDS TWO DIRECTIONS MANAGING F&R AS A:
SERVICE ITSELF
Services that provide friendly, simple tool for tracking customer requests. Normally are softwares that combining feedback and help desk management software with full service customare care.
MANAGING FEEDBACKS & REWARDS TWO DIRECTIONS MANAGING F&R AS A:
SERVICE ITSELF
PART OF SERVICES/PRODUCT
Services that provide friendly, simple tool for track-
Feedbacks and rewards are part of the service.
ing customer requests. Normally are softwares that
Each service has its own way to manage them,
combining feedback and help desk management
which makes them more or less usefull, more or less
software with full service customare care.
easy to give and so on.
MANAGING FEEDBACKS & REWARDS TWO DIRECTIONS MANAGING F&R AS A:
SERVICE ITSELF
PART OF SERVICES/PRODUCT
Services that provide friendly, simple tool for track-
Feedbacks and rewards are part of the service.
ing customer requests. Normally are softwares that
Each service has its own way to manage them,
combining feedback and help desk management
which makes them more or less usefull, more or less
software with full service customare care.
easy to give and so on.
MANAGING FEEDBACKS & REWARDS THE GOALS
1.
To make giving and receiving F&R practice as easier, enjoyable and user friendly as possible.
To make F&R more valuable considering the differences 2.
between the users (i.e. age, beliefs, position,...) making them constructive for both user and provider.
HOW TO OVERCOME THIS CHALLENGES ?
MANAGING FEEDBACKS & REWARDS WORKFLOW
DISCOVER
MANAGING FEEDBACKS & REWARDS WORKFLOW
DISCOVER
RESEARCH
MANAGING FEEDBACKS & REWARDS WORKFLOW
DISCOVER
RESEARCH
DEFINE
MANAGING FEEDBACKS & REWARDS WORKFLOW
DISCOVER
DEFINE
IDEA GENERATION > mind mapping > Six Thinking Hats
RESEARCH
MANAGING FEEDBACKS & REWARDS WORKFLOW
DISCOVER
DEFINE
IDEA GENERATION > mind mapping > Six Thinking Hats
RESEARCH
AFFINITY DIAGRAM
MANAGING FEEDBACKS & REWARDS WORKFLOW
DISCOVER
DEFINE
IDEA GENERATION > mind mapping > Six Thinking Hats
RESEARCH
AFFINITY DIAGRAM
DEVELOP
MANAGING FEEDBACKS & REWARDS WORKFLOW
DISCOVER
DEFINE
IDEA GENERATION > mind mapping > Six Thinking Hats
RESEARCH
AFFINITY DIAGRAM
DEVELOP
WHAT IF... > personas > storytelling
MANAGING FEEDBACKS & REWARDS WORKFLOW
DISCOVER
DEFINE
IDEA GENERATION > mind mapping > Six Thinking Hats
RESEARCH
AFFINITY DIAGRAM
DEVELOP
WHAT IF... > personas > storytelling
DELIVERING
MANAGING FEEDBACKS & REWARDS WORKFLOW
DISCOVER
DEFINE
IDEA GENERATION > mind mapping > Six Thinking Hats
RESEARCH
AFFINITY DIAGRAM
DEVELOP
DELIVERING
WHAT IF... > personas > storytelling VISUALISATION & PROTOTYPING
MANAGING FEEDBACKS & REWARDS WORKFLOW: DISCOVER DISCOVER
DEFINE
DEVELOP
DELIVERING
RESEARCH TOOLS A meeting is conducted between the designers in
PRIVATE
CLIENT > CLIENT
PAPER
QUALITATIVE
PUBLIC
CLIENT > PROVIDER
PHONE
QUANTITATIVE
PROVIDER > PROVIDER
INTERNET
PROVIDER > CLIENT
FACE TO FACE
which they create a tool to understand managing the feedbacks and rewards in any service and/or product. PEOPLE INVOLVED: design team
MANAGING FEEDBACKS & REWARDS WORKFLOW: DISCOVER DISCOVER
DEFINE
DEVELOP
DELIVERING
RESEARCH Then several services are analyzed to understand if the graphic developed was able to manage most of the already existing situations. PRIVATE
CLIENT > CLIENT
PAPER
QUALITATIVE
PUBLIC
CLIENT > PROVIDER
PHONE
QUANTITATIVE
PROVIDER > PROVIDER
INTERNET
PROVIDER > CLIENT
FACE TO FACE
PEOPLE INVOLVED: design team example
MANAGING FEEDBACKS & REWARDS WORKFLOW: DISCOVER DISCOVER
IDEA GENERATION
DEFINE
DEVELOP
PRIVATE
CLIENT > CLIENT
PAPER
QUALITATIVE
PUBLIC
CLIENT > PROVIDER
PHONE
QUANTITATIVE
UNKNOW
PROVIDER > PROVIDER
INTERNET
UNKNOW
UNKNOW
PROVIDER > CLIENT
FACE TO FACE
UNKNOW
UNKNOW
UNKNOW
UNKNOW
UNKNOW
SIX THINKING HATS
Different groups of people/stakeholders are examined in order to tackle new available options and open more scopes that might not have been tackled before. PEOPLE INVOLVED: design team stakeholders (clients/providers/IT)
DELIVERING
MIND MAPPING
MANAGING FEEDBACKS & REWARDS WORKFLOW: DEFINE DISCOVER
IDEA GENERATION
DEFINE
DEVELOP
PRIVATE
CLIENT > CLIENT
PAPER
QUALITATIVE
PUBLIC
CLIENT > PROVIDER
PHONE
QUANTITATIVE
UNKNOW
PROVIDER > PROVIDER
INTERNET
UNKNOW
UNKNOW
PROVIDER > CLIENT
FACE TO FACE
UNKNOW
UNKNOW
UNKNOW
UNKNOW
UNKNOW
SIX THINKING HATS
Data, information, problems, and suggestions are all collected to define new challenges. Due to the large amount of data, they are
DELIVERING
MIND MAPPING
clustered in new categories ready for development. PEOPLE INVOLVED: design team
AFFINITY DIAGRAM
Used for gathering and organizing large amounts of data
stakeholders (clients/providers/IT)
cathegory 1
cathegory 2
cathegory n.
MANAGING FEEDBACKS & REWARDS THE WORKFLOW: DEVELOP DISCOVER
DEFINE
NEW SCENARIOS
DEVELOP
DELIVERING
category 1
category 2
category n.
WHAT IF...
WHAT IF...
WHAT IF...
personas storytelling
personas storytelling
personas storytelling
The new categories will be the starting point in which new scenarios are developed from the different people/stakeholders
that
were examined.
PEOPLE INVOLVED: design team stakeholders (clients/providers/IT)
sc.1
sc.2
sc.n
sc.1
sc.2
sc.n
sc.1
sc.2
sc.n
MANAGING FEEDBACKS & REWARDS THE WORKFLOW: DELIVER DISCOVER
DEFINE
FILTERING
DEVELOP
DELIVERING
category 1
category 2
category n.
WHAT IF...
WHAT IF...
WHAT IF...
personas storytelling
personas storytelling
personas storytelling
sc.2
sc.2
A final meeting between the designers is conducted in which all scenarios are collected and filtered in order to reach a final solution.
PEOPLE INVOLVED:
sc.2
design team
sc.n
sc.1
FILTERING IS DONE ACCORDING TO A SPECIFIC SERVICE sc.1
sc.n
sc.1
sc.n
MANAGING FEEDBACKS & REWARDS THE WORKFLOW: DELIVER DISCOVER
DEFINE
VISUALISATION AND
DEVELOP
DELIVERING
category 1
category 2
category n.
WHAT IF...
WHAT IF...
WHAT IF...
personas storytelling
personas storytelling
personas storytelling
sc.2
sc.2
PROTOTYPING We deliver visualisations and prototypes to see if the proposed solutions work.
PEOPLE INVOLVED:
sc.2
design team
sc.1
FILTERING IS DONE ACCORDING TO A SPECIFIC SERVICE
stakeholders (clients/providers/IT)
sc.n
sc.1
sc.n
sc.1
VISUALISATION & PROTOTYPING
sc.n
MANAGING FEEDBACKS & REWARDS CONCLUSIONS
MANAGING FEEDBACKS & REWARDS
After - DISCOVERING - DEFINING - DEVELOPING - DELIVERING the entire process, we are sure we will find new and innovative ways in which we can make giving and receiving F&R practice as easier, enjoyable and user friendly as possible. At the same time, make them more valuable considering the differences between the users achieving the positive results for provider and user.