The Velvet Principle

Want to Improve Your Customer Service?

Published on April 13, 2018

When embarking on a customer service improvement programme, staff are an important place to start. But attention is also needed to the more permanent layer of customer service infrastructure - your wayfinding information.

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Shopping Centres: Preparing for the Future

Published on March 27, 2018

In this post, we look at the current response of the shopping centre sector to technology disruption; consider how other industries (most notably music) have had to evolve and discuss whether more future gazing is needed to help the sector prepare to meet the future.

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Wayfinding Jargon Buster

Published on March 5, 2018

Explanation of terms used by wayfinding consultants and in wayfinding projects

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Icons, Pictograms and Symbols

Published on February 20, 2018

It's not unusual in a wayfinding discussion to hear the words icon, pictogram or symbol used interchangeably. What is the difference? If we all understand what is meant does it really matter what we call those little graphic items?

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The Difficulty of Designing a Truly Intuitive Information System

Published on November 28, 2017

Using the no cycling symbol as an example, this post looks at how difficult it can be to design an totally intuitive information system that can be understood by all.

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