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Joel Goodman / @joelgoodman
Personalization +
Hospitable Design
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I want to respectfully acknowledge the Osage
and Quapaw People, who have stewarded this
land throughout the generations.
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But it can get creepy.
#HEWeb22
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When it comes to personalization,
there is no silver bullet. There is no
“one size fits all.”
#HEWeb22
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What do you think of when
you hear the word hospitality?
#HEWeb22
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Thought Feeder
a higher ed marketing podcast
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Empathy without kindness
isn’t worth much at all.
#HEWeb22
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Consequence Design
Ron Bronson
↖︎
#HEWeb22
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“All designed interactions have consequences,
whether it's someone getting stuck buying a train
ticket from a kiosk, or hidden menus inside of
web applications. The consequences might be
unintended but they cost time and money and
erode trust in our platforms. We need to uncover
how a product can cause harm and fix it.”
Ron Bronson
↖︎
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“Consequence Design asks us how we
can improve everyday experiences for
people using our tools, systems &
services. It interrogates the ways
interfaces and technology proliferate
daily life.”
Ron Bronson
↖︎
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Consequence Design helps us notice the
anti-patterns we encounter every day.
Hospitable Design is a framework for doing
something about it.
#HEWeb22
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Maslow’s
Hierarchy of Needs
Physiological Needs
Safety Needs
Love & Belonging
Esteem
Self-actualization
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Higher education is a type
of hospitality industry.
#HEWeb22
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Dining services, housing,
and recreational activities.
Like a resort minus the vacation
#HEWeb22
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Principles
of Hospitality
9
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› Welcoming, friendly, and
courteous
› Knowledgeable
› Efficient
› Well-timed
› Flexible
› Consistent
› Communicates effectively
› Instills trust
› Exceeds expectations
Principles
of Hospitality
9
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The best hospitality
experiences:
✓ Disarm us
✓ De-Stress Us
✓ Deepen our connection
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The best hospitality
experiences are invisible.
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Hospitable experiences
inherently feel personal.
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What kinds of personalization have
you been asked to execute on?
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Joel Goodman / @joelgoodman
Questions or thoughts?
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Joel Goodman / @joelgoodman / bravery.co
Thank you!