1. Choose five of the ‘Tools’ discussed by Stickdorn and Schneider that you think would be mostuseful to you. List each one and state why and how you would use it.

2. Write a brief commentary on the case studies of

a. the Pret `a Manger restaurant chain, and

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b. theauthor’sthoughtsontheRitzCarleton.
3. Choose from among the tools discussed by Stickdorn and Schneider three tools that you think would be best used to design a positive experience for a person using a wheelchair to enter and use the facilities of a standard hotel room.

 
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