Becky Heavner, MLA Blog

Tracking Loyalty

How do we track loyalty in our design selves? This morning, I woke up with the sun and headed to the grocery store. My local grocery store has responded to customers comments with a store re-design and fresher produce. Improved products are displayed in a warmer environment. The customer relationship has changed. People in the store are friendlier and seem more relaxed. This store went from an unpleasant experience to one that I actually enjoy. For a long time, I paid no attention to the reward system. It consisted of encouraging me to buy things that I cared little about. But today, I was rewarded with a free in-store gourmet coffee coupon. The store is tracking my loyalty. I have been tagged by an analyst to find out if this reward will influence my shopping pattern.

How can we track our loyalties in design? What systems and rewards can we set up in our practices that bring us back to our goals, objectives and design selves? This is a conversation that I am having with myself today.