The Customer Journey Framework: A Structured Approach for Designing in Customer Experience Environments | IDSA Southern Design Dialogue Conference

This session explores the power of designing from a customer journey viewpoint. Designers stand to create more human-centric and integrative solutions by taking a time-based approach of analyzing and designing for experience. The customer journey canvas also serves as an effective communication tool with all project stakeholders. Vollmer analyzes a few real-life customer journeys and go in depth on how to create and use the customer journey framework in the design process. Link to conference here.

The Business Model Around QR Codes - Perspectives | Knabusch Shoemaker Seminar at High Point University

QR codes, like many customer touchpoint technologies, are only successful when thought of and concepted as part of an integrated messaging system. Vollmer analysis the technology, it’s strengths and weaknesses, and defines a framework for evaluating the effectiveness for QR code deployments. The presentation also defines best practices for developing successful QR-based customer experiences. This seminar is geared towards senior executives. Description and Program here, seminar held at High Point University. 

The business model around qr codes – a designer’s perspective

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Future-Proof Design for Multi-Touchpoint Environments | Digital Signage Expo 2012

A paradox: Customers react negatively when brand experiences don’t align, yet the number of possible digital touchpoints continuously grows. This can’t be solved with traditional thinking. The industry needs modern tools for designing innovative user experiences. When done well, the process integrates customer research, strategy development, service design thinking, and stakeholder alignment – leading to relevant, integrative customer journeys from couch to checkout. On the execution side, a final blue print provides a safe framework for creating touchpoints with current and future technologies. The presentation at the Digital Signage Expo 2012 covers best practices, examples and trends. Description can be found here. Find a few photos of the seminar on DSE’s photo stream. 

Future Proof Design of Multi-Touchpoint Retail Environments

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Service Design: Emerging Themes & Topics | CHI Atlanta

How does HCI benefit from a language of service design? In this talk, Vollmer and Atvur discuss how service design can be meaningfully integrated into our design practices. Vollmer and Atvur close the talk with a review of some of the key themes from the current discourse in Service Design.

Measuring Customer-Centric Experiences | AMA Atlanta Digital Education Series with AJC

This educational presentation demonstrates how positive customer experiences drive measurable business results. Suggesting new ways to measure customer behaviour in the retail environment, this presentation illustrates aspects of the development process around one central case study. Take-aways include meaningful metrics, new ideas about correlating data, and an exploration of all steps necessary to take an idea to business success. This presentation focuses around key Info Retail philosophies and was co-developed with Brooks Ballard.

AMA Event description: “This educational session explores how visual design, shopper insights and word of mouth marketing can impact shopper preferences and purchasing. We’ll explore how marketers like The Home Depot and Tempur Pedic are using combinations of all three to increase customer engagement and drive sales. Speakers from Dunnhumby, BzzAgent and Info Retail will use actual case studies from major brands to give a peek into how smart marketers are achieving better ROI.” Presented at COX enterprises. 

The Business of Design and Experiences – Graphic Design and Beyond | Georgia State University

Delivered to a group of senior students at the Georgia State University Ernest G Welch School of Art and Design, this talk covered best design practices, a future outlook for the profession of design, and connected it to some key business aspects. An engaged Q&A session explored areas of comprehensive design education, user-centered design and future career planning. 

Driving Meaningful Innovation – Service Design for Product Development | Product Camp Atlanta

How to anticipate the customer’s next major need? What are new ways of keeping innovation relevant? How do product developers stay involved throughout a product’s life span?

Service Design offers new, effective and integrative tools to find answers to these questions. This session at Product Camp Atlanta 5, hosted by the Georgia Tech Research Institute discussed key concepts, examples and tools.

Session with Alisan Atvur. See full description on the Product Camp Website. 

The Future of (ATL) Design, Presentation and Panel | IDSA Atlanta

What are the opportunities for design in both Atlanta and in the broader context? IDSA Atlanta presents an evening of networking and discussion around the future of industrial design in ATL. Several local design leaders share their views on the evolution of our discipline in a round-table format. Add your voice to the conversation. 

Panelists include:
Michelle Berryman, EchoViz
Florian Vollmer, InfoRetail
Collin Farill and Travis Ekmark

http://www.idsa.org/future-atl-design

Environments, People, Things, Sites – Service Design | Americas Mart Atlanta

Environments, things, sites, people – service design

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As part of the insights and educational track, this presentation provided Americas Mart attendees with an introduction to service design. 

Strategie, Design, Projekt Management – Wachstum durch Integration | KHB Berlin, Germany

This Presentation at the KHB  – Kunsthochschule Berlin Weissensee covers strategies for the development of a multi-disciplinary design agency. 

The Business of Design – Perspectives on Integration | SCAD Savannah College of Art and Design

Presentation to faculty and students at the Gulfstream Center for Industrial and Furniture Design of the Savannah College of Art and Design. This presentation focuses on key aspects of growing and running a design business while pursuing a multidisciplinary approach. 

The Business of Design and Experiences | World Affairs Council Young Leaders

Talk description: “Florian Vollmer, SVP of Info Retail, presents key moments in the growth of an 8 people firm (in 2003) into an integrated agency of 35 employees (today). During that time, Info Retail has evolved from a retail design agency to a design strategy agency creating deeply integrated experiences. Florian discusses business and philosophy decisions along this growth experience. The profession of design has undergone considerable change during this time, and today design thinking has a place in many corporate decision making processes. Florian discusses how this focus on the individual experience can help making businesses more human-centered”

See event announcement at the British American Business Group.

IXDA Atlanta: Concepts and Developments in Service Design

Discussion of concepts and key developments in service design.  

See event details on IxDA’s website. 

Five Essential Keys to a Great Retail Experience – Panel Discussion | World Market Center Las Vegas

The key to retail survival in the coming decade lies in moving from a product-centric to a customer-centric mindset. A big step towards developing a more customer-centric approach is creating memorable and remarkable customer experiences. During this session, a panel of design and retail experts will discuss the five essential ingredients needed to create an effective retail experience that converts ordinary shoppers into super loyal brand advocates. 

Cindy Williams, vice president of Retail Strategy-Home Furnishings and Florian Vollmer, senior vice president, principal at Retail Info 

Packaging Design for Retail – Concepts and Best Practices | FIT - Fashion Institute of Technology, New York City

This presentation to Packaging Design students of New York’s Fashion Institute of Technology focuses on the relevance of packaging for retail-centric brand message and story telling. Presentation not available online.