Our Approach: Learning by Doing
Design Thinking enables you to develop and deliver innovative ideas, change and solutions to complicated problems. It is an activity-based process with a strong emphasis on teamwork and co-creation. This high-energy 1-day session will give you a common level of understanding of the Design Thinking principles, key tools & terminology. The focus of this course will be on this hands-on part, learning by doing. The tool we will practice on
this session is: Customer Journey Mapping.
A short and interactive introduction into Design Thinking. What is it, where does it come from and why now? What are the challenges? What are the main ‘Schools of Thought’ within Service Design? What are the key case studies? Where can you find more information?
We will prepare some interesting challenges and personas and we will train on mapping the Customer Journey: the interaction of the customer with the service. This allows us to step into the customer shoes. It shows us the customer’s perceptions and the larger context in which we play a part. It lets us be emerged in their world, their reality. Get a deeper insight into customer needs, perception, experience and motivation. It will answer questions like:
- What are people really trying to achieve? How are they trying to achieve this?
- What do they use and in what order?
- Why do they make a choice? What are they experiencing, feeling, while trying to reach the desired outcome?
A customer journey map is built up layer by layer. We start ‘above water’, with the customer and slowly dive deeper and deeper into the organisational structures and context. The tool can be used with customers or management, employees and other stakeholder or, even better, in a mix.
This qualitative design research tool will provide you with customer insights to improve the customer’s experience.