Improving Direction-Giving Through Utilization of an RFID-Enabled Kiosk

This paper presents an RFID-enabled module for an electronic kiosk physical user interface which provides personalized information retrieval. The system builds on research in direction-giving by streamlining the process of the direction-giving phase and minimizing the introduction and closure phases, thereby providing the user with a quicker transaction for personalized information. The RFID technology also provides potential for greater security and privacy for the user of the kiosk system as compared to traditional magnetic strip methods. The developed RFID-enabled system is built on top of a current production informational kiosk utilized for a building directory, which was used for initial testing and evaluation

Multi-channel customer management: A case study in Egypt

Channel management is one CRM systems component much influenced by the behaviour of customers in relation to the implementation and use of channel management CRM component. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contact with the organization’s multi-channels can occur at several touch points through out customer lifecycle. Customers’ behaviours may be differentiated according to the individual or micro level, but it might also differ at an ecological or macro level of analysis (Ramaseshan et al., 2006). In this paper the author has conducted a case study in Egypt to analyze customers’ behaviours at a macro level and customers channel choices, through out the customer lifecycle. The author has used a Structurational Analysis model (Ali and Brooks, 2008) to identify the cultural factors (Ali, et al. 2008) that influence the multi-channel customer management in Egypt

Interactive Virtual Directory for Shopping Mall (Suria KLCC)

As Internet-related technology advances rapidly, the number of system presenting information using VR techniques are also increasing to promote better understanding of information. The use of static directory nowadays is still very much lacking and not encouraging as an information provider. This is due its inability provide user adequate quality information in an interesting and interactive manner. The objective ofthis system is to help shopping mall visitors to know the direction of where they are and where they are going by using simple, intuitive, observable and interactive directory system. With the combination of VR technology and Interactive Directory, an Interactive Virtual Directory for Shopping Mall that provided with adequate information been developed. To form the basis of the system development, a pre-survey questionnaire was conducted to find out customers opinion on static directories. The result of the survey showed that 70% or 35 out of 50 respondents know and understand the VR technology.The results of the analysis provide motivations for the development of the interactive virtual directory system The development of the system is based on the approach proposed by Kulwinder Kaur's design framework which will analyze the requirement and project scope, task and domain of the project, the designation of the environment, designation of user support and navigational tools and also evaluation by determine the prototype and iterative process. The results of an evaluation on the system shows that by having experience on both static and virtual map help user precisely understand the system. However if the mouse click application could be replaced with the touch screen application, it help user to navigate easily. In conclusion, a directory with additional functionalities could be an informative and more usable director

Cultural aspects of multi-channel customer management: a case study in Egypt

Channel management is one CRM systems component much influenced by the behaviour of customers in relation to the implementation and use of channel management CRM component. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contact with the organization’s multi-channels can occur at several touch points through out customer lifecycle. Customers’ behaviours may be differentiated according to the individual or micro level, but it might also differ at an ecological or macro level of analysis (Ramaseshan et al., 2006). In this paper the author has conducted a case study in Egypt to analyze customers’ behaviours at a macro level and customers channel choices, through out the customer lifecycle. The author has used a Structurational Analysis model (Ali and Brooks, 2008) to identify the cultural factors (Ali, et al. 2008) that influence the multi-channel customer management in Egypt

The impact of interactive screens on store atmosphere: A case study of Leroy Merlin

Nowadays, with the emergence of new technologies, customers have become more demanding about their choices, increasingly valuing experiences rather than the product itself. This new generation is always on the lookout for new trends and some even prefer to shop online, as it is easier and faster process. However, in some types of products they need to physically touch and test in order to consolidate their choices. Thus, retailers must adapt their physical stores to fit them and create a memorable retail customer experience, adapted to all targets, able to interact and emerge in a unique environment that positively impacts them sensorially and that can be converted into customer satisfaction, increasing purchases and, in the best scenario, creating a loyalty relationship with the brand. In addition, Marketers have shown that the new retail trends impact and improve customer journey and the Interactive Screens are an example of one, which may have influence on factors such as customer experience and the possibility of visiting the store again, making a good opportunity for retailers to engage with their customers. For that reason, the present case study is based on the DIY and Home Improvement market in Portugal, which is growing, and the main purpose is to study the brand Leroy Merlin and in which and how its in-store Kiosks impacts its store atmosphere.Atualmente, com o aparecimento de novas tecnologias, os consumidores estão a tornar-se cada vez mais exigentes quanto às suas escolhas, valorizando maioritariamente as experiências, em vez do produto por si só. Esta nova geração está sempre atenta às novas tendências e alguns até preferem comprar online, devido à facilidade e rapidez do processo. No entanto, em alguns tipos de produtos, este tipo de clientes, embora sejam uma geração digital, necessitam de tocar e testar os produtos fisicamente para consolidar as suas escolhas. Assim, os retalhistas devem adaptar as suas lojas físicas, de modo a criar uma experiência memorável aos seus visitantes, adaptada a todos os targets, capaz de interagir e emergi-los num ambiente único, que os impacta sensorialmente de forma positiva e que poderá ser convertido na sua satisfação, no aumento de compras e, no melhor cenário, na criação de uma relação de lealdade com marca. Adicionalmente, os Marketers têm mostrado que as novas tendências do retalho impactam o percurso do cliente em loja e os ecrãs interativos são um exemplo de uma delas, que podem influenciar a experiência em loja do cliente e a possibilidade de voltar a visitá-la, tornando-se uma boa oportunidade para os retalhistas interagirem com seus clientes. Por esse motivo, o presente Caso de Estudo é baseado no mercado da Bricolage em Portugal, que está em crescimento, e o principal objetivo é estudar a marca Leroy Merlin e em como os seus Kiosks - um tipo de ecrã interativo - afetam a sua Atmosfera de Loja

Creating a Successful Wayfinding System: Lessons Learned from Springfield, Massachusetts

The masters project presents findings from recent work the author completed related to wayfinding, and wayfinding systems. This work began as part of a graduate urban design studio, followed by work as a research assistant at the UMass Design Center in Springfield, on a new “demonstration” wayfinding system installed in Springfield, Massachusetts. The wayfinding project was done in association with the Pioneer Valley Planning Commission and the Springfield Office of Planning and Community Development, was implemented with the main goals of improving public health by encouraging more people to walk. Wayfinding systems are increasingly seen as an important part of a successful built environment. For many cities, good wayfinding systems can make the environment easier to understand and navigate, making for a better, more enjoyable experience. And an enjoyable experience may encourage people to return again, further enhancing civic life. The overall aim of this project is to use the experience gained as part of an actual project in Springfield to make recommendations and provide guidance to other cities and towns considering new wayfinding systems

Cultural aspects of multi-channel customer management: A case study in Italy

Channel management is one of CRM systems component much influenced by the behaviour of customers in relation to its implementation and use. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contact with the organization’s multi-channels can occur at several touch points throughout the customer lifecycle. Customers’ behaviours may be differentiated according to the individual or micro level, but it might also differ at an ecological or macro level of analysis (Ramaseshan et al., 2006). In this paper the author has conducted a case study in a multinational organization in Italy to analyze customers’ behaviours at a macro level and customers channel choices, through out the customer lifecycle. The author has used a content analysis technique to define the themes of the case study and then used the Structurational Analysis model by Ali and Brooks, (2008) to identify the cultural values dimensions (Ali, et al. 2008a) that influence multi-channel customer management in Italy. The research findings highlight the cultural dimensions, which should be considered while adopting multi-channel customer strategy. Also, the research findings encourage the articulation of situated cultural approach to study cultural impact within IS discipline as alternative approach than predefined culture archetype

The scope of using Information & Communication Technologies (ICT’s)For the development of Emerging Economies like India

It was felt that there is a need to carry out a study on some innovative ICT platforms so that I could learn about the benefits of the ICT initiatives in rural areas. The emphasis was to examine whether the community people benefited from these project initiatives. Though the benefits of ICT platforms have been generally stated, specific assessments have not been made. It has been proved at the global level that ICT can help in poverty reduction in number of ways. The purpose of this study was to evaluate the innovative applications of ICT in rural development. The synopsis, being an information technology related topic and a global issue as well, focuses a on the ongoing ICT practices for Development going on, with more emphasis on the projects in Gujarat and some review about National and Global projects as well. The study can prove to be a manual for even a layman to understand the facts, utilities and revolution that can be brought about by the said title. As a result, some chapters revolve around the practices going on world over and give a detailed look at the practices being initiated in India

Information and communication technologies for public use and interactive-multimedia city kiosks

Thesis (Master)--Izmir Institute of Technology, Industrial Design, Izmir, 2004Includes bibliographical references (leaves: 103)Text in English; Abstract: Turkish and Englishix, 106 leavesThis thesis provides framework for consideration of the potential of information andcommunication technologies for public events and performances for the developing usage of new products, particularly information public kiosks. In the theoretical framework, the concepts and terms of information and communication technology are generally introduced along with the identification of number of major factors such as elements, diversity, necessity and evolution. Moreover, the importance of ICT technologies in urban settings and human behavior in response to this type of technology are investigated through the history of ICT. The concept of the usage of information and communication technology by actual people is particularly emphasized. Not only the utilization of information and communication technology in public space is described but also effective usage of ICT in the public space and information access provided by public products are identified.Figures of ICT systems and related products, their roots in design differences and new tools and products that are common examples of ICT, particularly the use of the information city kiosk, are presented and discussed. Design principles of the public information kiosk, which play a prominent role in the public use of ICT, are established. The analysis of design factors and human-product relations based on user profile, material choices, form, function and location are discussed. Finally, the thesis includes a conclusion that argues that the information city kiosks and their increased public use will designate the new images of the cities