Date/TimeDate: 19/11/2018 - 20/11/2018
Time: 8:00 am - 5:00 pm
LocationRadisson Red, Cape Town
This high energy two-day course on 19 & 20 November 2018, will give you a deeper level of understanding of the Design Thinking principles, key tools, and terminology. The course is structured around a hands-on approach to enable ‘Learning-by-Doing’. We will work on a relevant case that will enhance learning and capability to use the Design Thinking framework in the workplace.
On the first day, we will go through a short and interactive introduction to Service 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?’Learning by doing’
The major part of the two days, however, will be spent on hands-on work on the case using the different tools. It will involve ‘learning by doing’ and include a focus on Customer Journey mapping. This approach also embraces the customers Job-to-be-done, while empathising with the customer’s needs and emotions.You will practice the following tools:
Stakeholder Mapping provides you with an overview of the ‘eco-system’ that you are exploring. Stakeholders are people, teams or organizations that directly or indirectly exchange ‘value’. The exchange of value is used as the basis to explore the underlying services provided by the stakeholdersValue Network Mapping creates insight in the exact values that are being exchanged between stakeholders. Using this tool, you already will get a more detailed insight into the services being provided by the stakeholders
Personas are used as the basis for Customer Journey Mapping. Finding out about the objectives, behaviour, attitudes of people is very important for developing improvements or innovations of the services provided.
Customer Journey Mapping allows us to further step into the customer shoes. It shows us the customer’s perceptions and the larger context in which we play a part at the different stages of their journeys. It lets us be emerged in their world, their reality. Get a deeper insight into customer needs, objectives, experience and desired outcomes. 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 another stakeholder.
This qualitative design research tool will provide you with customer insights to improve the customer’s experience. The toolkit will be handed out after the training so you can start applying the tool immediately in your context.
Service Scenarios are used to visualize how a (newly designed) service is being experienced from a customer point of view. Simple visualization techniques are being introduced.
Prototyping is done to be able to test a service concept in a ‘low tech’ environment with relevant stakeholders. Prototyping can be done by building artifacts from cardboard or paper or by using Lego. Also, role play is a powerful way of prototyping.
Trainers: Robert Bloom, highly experienced trainer and senior facilitator with a multi-disciplinary background that spans corporate, consulting, not-for-profit and government.
Facts and figures
Ticket Price: excluding VAT (including lunch, snacks and drinks):
Early Bird Ticket Price: R 7,898 until 20 August 2018
Regular Ticket Price: R 8,989
Discounts available for teams signing up or NGOs.
Registration: to enroll for this training, please click the Registration button in the top right corner of the page on our website below: