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The purpose is to firstly, provide an example of how voices of people with various disabilities (motor, visual, hearing, and neuropsychiatric impairments) can be listened to and involved in the initial phases of a co-design process (Discover, Define). Secondly, to present the outcome of the joint explorations as design opportunities pointing out directions for future development of crisis communication technologies supporting people with disabilities in building crisis preparedness. The study was conducted during the Covid-19 pandemic.

The study assumes a design research approach including a literature review, focus group interviews, a national online survey and collaborative (co-)design workshops involving crisis communicators and representatives of disability organisations in Sweden. The research- and design process was organised in line with the Double Diamond design process model consisting of the four phases: Discover, Define, Develop and Deliver, whereof the two first phases are addressed in this paper.

The analysis of the survey data resulted in a series of challenges, which were presented to and evaluated by crisis communicators and representatives from the disability organisations at the workshops. Seven crisis communication challenges were identified, for example, the lack of understanding and knowledge of needs, conditions and what it means to build crisis preparedness for people with disabilities, the lack of and/or inability to develop digital competencies and the lack of social crisis preparedness. The challenges were translated into design opportunities to be used in the next step of the co-design process (Develop, Deliver).

This research paper offers both a conceptual approach and empirical perspectives of design opportunities in crisis communication. To translate identified challenges into design opportunities starting with a “How Might We”, creates conditions for both researchers, designers and people with disabilities to jointly turn something complex, such as a crisis communication challenge, into something concrete to act upon. That is, their joint explorations do not stop by “knowing”, but also enable them to in the next step take action by developing potential solutions for crisis communication technologies for facing these challenges.

With the continued rise of digital marketing, the opportunity for the hospitality industry to re-imagine and re-design processes and systems to create a seamless customer journey has never been bigger.

In this chapter, the authors look at how customer experience drives innovation and how our changing values, precipitated by social, economic and behavioural flux, mean that hospitality and tourism brands are creating new systems and processes.

The COVID-19 pandemic saw an influx of technology solutions that offered the service industry a multitude of platforms to capture the public's attention to drive both profit and guest experience. The authors have found that the pandemic accelerated trends, and customers have now become increasingly accustomed to instantaneous service. This chapter explores how technology has been leveraged to meet this behaviour and the guest expectations associated with it.

The authors have interviewed four hospitality leaders from various sectors of the hospitality industry to help identify and analyse customer and employee trends. These leaders included: Florence Alloing – Group General Manager at Georgian House in London; David Gardner – Managing Partner at 80 Days; Rob Flinter – General Manager of Park Plaza Waterloo in London and Andrea Shaw – Director at FM Recruitment. Each interviewee was presented with a questionnaire to explore their experiences regarding customer experience, guest expectations, technological advancement, recruitment and organisational values. The authors used a thematic method to identify trends and have presented these findings to support the article. All quotes from these interviews will be referenced (Donald & Donald, 2023).

This article aims to provide an understanding of how utilitarian services can make the customer experience more hedonic.

The author performs an in-depth case study of a leading wealth management firm that is reinventing its business model to incorporate a hedonic perspective into experience design.

The findings reveal how a traditionally utilitarian firm integrates hedonic elements into the customer experience. The findings describe and expose how four experience design characteristics are interactively linked to form a customer journey model, from eliciting emotional engagement to trigger rapid enrolment through to individualising the experience to drive purchase.

This research takes the perspective of the firm to explore the research question. No customer data are collected.

The article provides evidence-based recommendations that can serve as a platform to develop an action plan for designing and deploying hedonic elements in the customer experience in utilitarian contexts.

This study challenges the dichotomy between utilitarian and hedonic services. It derives an empirically grounded understanding of an intended experience that combines design characteristics associated with both the utilitarian and hedonic model at different stages of the customer journey. The emergent conceptual framework describes and links these design characteristics to enact the customer journey. Together, these empirical insights extend and enrich existing knowledge and provide actionable recommendations for managers.

Stories are at the heart of tourist experiences and, not surprisingly, there is increasing use of accounts by tourism businesses and destination marketing organizations in their promotions. The use of stories within experiences is also beginning to emerge, although to date the focus has been on telling destination or business stories to tourists, who are cast in the role of an audience member. But a comprehensive model of tourist stories offers a wider range of innovative ways in which tourists can be involved in − and create − their own stories. This chapter uses such a model to generate and apply principles for tourism practice through a case study of an Australian island destination.

Awe is a multidimensional emotional experience that has the potential to adjust one's beliefs and schema. Vastness is the core cognitive appraisal required to elicit awe. An appraisal of vastness can challenge an individual's present frame of reference. The cognitive process, need for accommodation, can be activated by the appraisal of vastness. Both an appraisal of vastness and the need for cognitive accommodation are essential to experiencing awe. This chapter presents an overview of the rapidly emerging research on awe through a cognitive appraisal lens. It highlights the importance of immersive experiences and nature contexts within tourism, illustrated by examining immersive, marine tourism activities on the Sunshine Coast, Australia. The case study discusses tourists' experiences of engaging scuba diving, swimming with whales, whale watching, and the elicitation and experience of awe and associated cognition.

Hessling defines training as “a sequence of experiences or opportunities designed to modify behaviour in order to attain a stated objective”. The operative word in this definition is “designed”. As Hamlyn points out, people can learn to modify their behaviour as a result of all kinds of experience, but when they are being trained they are being put through an experience or given an opportunity which has been deliberately designed to make them learn.

The purpose of this paper is to highlight the rise of stories in tourism practice, identify the forces that are supporting and directing this story turn and argue for tourism researchers to pay greater attention to this new development.

This paper is based on a general review of academic and professional literature on marketing practice and experience design in tourism and an audit of destination marketing materials using story or story telling in their campaigns.

This paper identifies three forces supporting a story turn in tourism: building on the experiential approach to tourism; the rise of mobile social media, user generated content and gamification; and the Asian Wave in tourism.

This paper identifies a story turn in current tourism practice and reviews the increasing awareness of the value of stories in psychology, sociology and anthropology research, to suggest how this story turn may influence the nature of both tourism practice and research in the future.

The unparalleled crisis due to the COVID-19 pandemic has displaced the existing normal in every field of higher education. Especially architecture education with high dependence on institutional studio based pedagogical participation has been affected. Consequently, there is a critical necessity to reinvigorate pedagogical approaches in order to ensure continuity of pedagogical pursuits.

A systematic approach is used to conduct an interdisciplinary study. The research mainly attempts to externalize the basics of virtual design studio composition. In concurrence role of instructional design in providing an underlying framework for enabling virtual discourse is also explored. Primarily, the process commenced by identifying objectives and queries which needed to be addressed. In order to deal with the concerns rationally, the research used exploratory approach. The primary data were based on focus group interactions. The secondary data were based on relevant subject-oriented literature reviews; explicit information based. Explanatory mode of analysis is used to interpret the outcome.

A pedagogical design; an instructional design process model for effectively structuring the virtual design studio has evolved as part of the research. In addition detailed insights have been derived about the key integrals that make up the constituent phases of the virtual design studio.

The research provides insights into the methodological structure of virtual design studio. The inferences would provide the pedagogues a comprehensive and rational overview to envision and conduct architecture studio discourse virtually.

The study presents a unique contribution to the limited literature available on virtual design studio pedagogy and instructional design in virtual mode.