Achieving a designed customer experience across multiple delivery platforms: A telco perspective

'Customer experience' is a term that covers a wide range of activities that take place between suppliers and users of products and services. LaSalle and Britton define it as 'a holistic experience which involves a person - as opposed to a customer - as a whole at different levels and in every interaction between such person and a company' (2003). This research considers a key aspect of such an holistic experience: that which is embodied in the product or service under consideration. In the context of increasing mobile technology convergence, the paper considers new approaches that focus on developing the necessary underlying enablers and common interaction flows that are required to deliver a designed experience, taking into account the increasing number of mobile operating systems and service delivery platforms. Ultimately these models move towards allowing users to 'co-create their own unique experiences' (Pralahad and Ramswamy, 2004). The convergence between IT and telecommunications domains presents a unique challenge to product and service designers. Services are increasingly accessible via multiple delivery devices and delivery networks. This trend has been seen most recently in the advent of Internet based services being delivered via mobile phones where 'mobile service delivery and technologies have become the glue between previously secluded 'telecom' and "IT' domains' (Karrberg and Liebenau, 2006). At the same time network operators are trying to tighten their relationship with their customers by offering 'sticky' services aimed at raising the barriers to customer mobility. These two trends lead to a new design challenge: how to design a recognisably consistent and compelling product customer experience that applies over all delivery services, operating systems and networks. Solutions to this problem have to date been either technology led, focussing on integrated delivery platforms, or reliant on rule-based design. Crucial to this analysis is the 'rol

Interactive Polymedia Pixel and Protocol for Collaborative creative content generation on urban digital media displays

This research is an investigation into a creative and technical 'pixel' element that may facilitate Urban Digital Media, a field that inhabits the intersection between architecture, information and culture in the arena of technology and building. It asks how contemporary requirements of public space in our everyday life, such as adaptability, new modes of communication and transformative environments that offer flexibility for future needs and uses, can be addressed by a new form of public display, assembled through the use of an advanced pixel, described as an interactive Polymedia Pixel with situated media device protocol. The weakness of many current media facades for building-scale interactive installation environments lies in the dearth of quality creative content and unresponsiveness in terms of potential human factors, richness of locative situation and contextual interaction (Sauer, 2004). Media facades have evolved from simple 2D visual displays to 3D voxel arrays for depicting static and moving images with a spatial depth dimension (Haeusler, 2009). As a subsequent step in this development, the research investigates a display that reacts to the need for empathetic and responsive urban digital media; integrates multiple modalities; smart energy-saving; and collaborative community engagement. The Polymedia Pixel, which is presented in its research and development in this paper, contributes to the evolution of building-scale interactive installation environments. The paper firstly discusses the attributes of the Polymedia Pixel in order to address the above mentioned weaknesses of public displays. In responding to these necessities, the prototype of the developed Polymedia Pixel with its technology is outlined. The Polymedia Pixel reserach aims to addres

Mind the message: Referral letter quality at a South African medical outpatient department

Background. Some patients need referral within the health system to achieve optimal care, and referral letters are an important part of this process. Healthcare practitioners often complain that referral letters lack information, are inaccurate, or direct patients to the wrong place. Poor communication affects patient experience and outcomes, has budgetary and service planning implications, and impacts on staff relationships and morale.Objectives. To investigate the quality and appropriateness of referral letters received by the medical outpatient department of a regional hospital in Eastern Cape Province, South Africa.Methods. Letters were collected by departmental staff as patients arrived at the clinic. Each letter was independently analysed by two healthcare workers for content and appropriateness, using defined criteria.Results. Of 100 letters collected between March and May 2017, 85 were suitable for analysis. Patient and clinician identifiers were present in >85%, but key clinical information was missing in 87%, and 48% did not state a reason for referral. It was possible to make triage decisions based on the letter in only 35% of cases. Nineteen percent of referrals were classified as inappropriate.Conclusions. Most letters lacked important clinical information, probably because of a combination of factors: gaps in clinical knowledge of referring clinicians who service a population with a high burden of disease and complex pathology; under-resourced peripheral healthcare clinics; inadequate staff-to-patient ratios; and time constraints. A suggested focus for improvement is education at undergraduate and postgraduate level, which should emphasise preparation for community service, specifically highlighting techniques for preparing good-quality referrals

Spatial dynamic media system - amalgam of form and image through use of a 3D light-point matrix to deliver a content-driven zone in real-time

The core project within my PhD research has been the development of a system as an extension of existing media facades that allows me to test the representation of information and ideas as 'form' within space that is constantly generated and regenerated as a result of fresh input. The hypothesis is that this real time reconfiguration of space using light offers a variety of new perceptions ranging from information sharing to public art never experienced previously. During my research, I have established an extensive body of evidence that points to a growing scholarship around the details and impacts of media façade technological developments and the content displayed on them. In the thesis I define the boundaries of these technology shifts and enhanced content combinations limited to 2 dimensions. In my research I consider the technical and media implications of extending conv entional 2D screens which are limited currently to architectural cladding into a 3D matrix thereby causing an alteration to spatial perception through the content animating the 3D matrix. The core research-question is: When weaving together architecture and electronically applied and managed imagery, are their respective properties successfully interchanged to the extent that they mutually create a new architectural zone in constant flux, generated and regenerated through content that never stands still? I have undertaken four projects to develop my research hypothesis. I have developed a prototype system which, with the use of a 3D light-point matrix, alters space. The prototype system has then been applied in an architectural context, tested by applying 'designed' content to it. Lastly I have experimented with writing software 'applets' for a third party to adapt their own input for display purposes. I argue that with such a prototype system, a shift from an autoplastic determinated architecture to an alloplastic indeterminate architecture is possible [Goulthorpe, 1999]. This is a significant shift for architecture beyond the scope of a single PhD. I have concentrated within my area of expertise: media and architecture. By experimenting with a prototype system and limiting the scope of my research to examining the shift from auto to alloplastic architecture, I can consider whether this shift can be achieved through the manipulation of content alone and not rely on the appearance and status of the associated hardware

Sex classification using the human sacrum: Geometric morphometrics versus conventional approaches

The human pelvis shows marked sexual dimorphism that stems from the conflicting selective pressures of bipedal locomotion and parturition. The sacrum is thought to reflect this dimorphism as it makes up a significant portion of the pelvic girdle. However, reported sexual classification accuracies vary considerably depending on the method and reference sample (54%-98%). We aim to explore this inconsistency by quantifying sexual dimorphism and sex classification accuracies in a geographically heterogeneous sample by comparing 3D geometric morphometrics with the more commonly employed linear metric and qualitative assessments. Our sample included 164 modern humans from Africa, Europe, Asia, and America. The geometric morphometric analysis was based on 44 landmarks and 56 semilandmarks. Linear dimensions included sacral width, corpus depth and width, and the corresponding indices. The qualitative inspection relied on traditional macroscopic features such as proportions between the corpus of the first sacral vertebrae and the alae, and sagittal and coronal curvature of the sacrum. Classification accuracy was determined using linear discriminant function analysis for the entire sample and for the largest subsamples (i.e., Europeans and Africans). Male and female sacral shapes extensively overlapped in the geometric morphometric investigation, leading to a classification accuracy of 72%. Anteroposterior corpus depth was the most powerful discriminating linear parameter (83%), followed by the corpus-area index (78%). Qualitative inspection yielded lower accuracies (64–76%). Classification accuracy was higher for the Central European subsample and diminished with increasing geographical heterogeneity of the subgroups. Although the sacrum forms an integral part of the birth canal, our results suggest that its sex-related variation is surprisingly low. Morphological variation thus seems to be driven also by other factors, including body size, and sacrum shape is therefore likely under stronger biomechanical rather than obstetric selection

Improving the detection of rare native fish species in environmental DNA metabarcoding surveys

The presence of threatened or endangered species often strongly influences management and conservation decisions. Within the Murray–Darling Basin (MDB), Australia, the presence of threatened native fish affects the management and allocation of water resources. These decisions are currently based on traditional fisheries data and a predictive MaxEnt model. However, it is important to verify the model's predictive power given the implication it may have, but this requires methods with a high detection sensitivity for rare species. Although the use of environmental DNA (eDNA) metabarcoding achieves a higher detection sensitivity compared with traditional methods, earlier surveys in the MDB have shown that the highly abundant and invasive common carp (Cyprinus carpio) can reduce detection probabilities for rare species. Consequently, a polymerase chain reaction (PCR) blocking primer designed to block the amplification of carp eDNA could increase the detection probabilities for rare native species while simultaneously reducing the required sampling effort and survey costs. Although PCR blocking primers are often used in ancient DNA and dietary studies, no aquatic eDNA metabarcoding study to date has evaluated the potential benefits of using PCR blocking primers. A laboratory and field‐based pilot study was used to address this knowledge gap and assess the impact of a blocking primer on the detection probabilities of native species and the minimum sampling effort required. Results showed that the inclusion of the blocking primer increased the detection probabilities for native species by 10–20% and reduced the minimum required sampling effort by 25–50%. These findings provide important insights into possible methods for optimizing eDNA metabarcoding surveys for the detection of rare aquatic species

Author Correction: Dynamic finite-element simulations reveal early origin of complex human birth pattern

Human infants are born neurologically immature, potentially owing to conflicting selection pressures between bipedal locomotion and encephalization as suggested by the obstetrical dilemma hypothesis. Australopithecines are ideal for investigating this trade-off, having a bipedally adapted pelvis, yet relatively small brains. Our finite-element birth simulations indicate that rotational birth cannot be inferred from bony morphology alone. Based on a range of pelvic reconstructions and fetal head sizes, our simulations further imply that australopithecines, like humans, gave birth to immature, secondary altricial newborns with head sizes smaller than those predicted for non-human primates of the same body size especially when soft tissue thickness is adequately approximated. We conclude that australopithecines required cooperative breeding to care for their secondary altricial infants. These prerequisites for advanced cognitive development therefore seem to have been corollary to skeletal adaptations for bipedal locomotion that preceded the appearance of the genus Homo and the increase in encephalization

Dynamic finite-element simulations reveal early origin of complex human birth pattern

Human infants are born neurologically immature, potentially owing to conflicting selection pressures between bipedal locomotion and encephalization as suggested by the obstetrical dilemma hypothesis. Australopithecines are ideal for investigating this trade-off, having a bipedally adapted pelvis, yet relatively small brains. Our finite-element birth simulations indicate that rotational birth cannot be inferred from bony morphology alone. Based on a range of pelvic reconstructions and fetal head sizes, our simulations further imply that australopithecines, like humans, gave birth to immature, secondary altricial newborns with head sizes smaller than those predicted for non-human primates of the same body size especially when soft tissue thickness is adequately approximated. We conclude that australopithecines required cooperative breeding to care for their secondary altricial infants. These prerequisites for advanced cognitive development therefore seem to have been corollary to skeletal adaptations for bipedal locomotion that preceded the appearance of the genus Homo and the increase in encephalization

Increasing variability of body mass and health correlates in Swiss conscripts, a possible role of relaxed natural selection?

Background and objectives The body mass index (BMI) is an established anthropometric index for the development of obesity related conditions. However, little is known about the distribution of BMI within a population, especially about this distribution’s temporal change. Here, we analysed changes in the distribution of height, weight and BMI over the past 140 years based on data of Swiss conscripts and tested for correlations between anthropometric data and standard blood parameters. Methods Height and weight were measured in 59,504 young Swiss males aged 18-19 years during conscription in 1875-79, 1932-36, 1994 and 2010-12. For 65% of conscripts in 2010-12 results of standard blood analysis were available. We calculated descriptive statistics of the distribution of height, weight, and BMI over the four time periods and tested for associations between BMI and metabolic parameters. Results Average and median body height, body weight and BMI increased over time. Height did no longer increase between 1994 and 2010-12, while weight and BMI still increased over these two decades. Variability ranges of weight and BMI increased over time, while variation of body height remained constant. Elevated levels of metabolic and inflammatory blood parameters were found at both ends of BMI distribution. Conclusions and Implications Both overweight and underweight subgroups showed similar changes in inflammation parameters, pointing towards related metabolic deficiencies in both conditions. In addition to environmental influences, our results indicate a potential role of relaxed natural selection on genes affecting metabolism and body composition