Oct. 5th 2017 Cape Town
2-Day Design Thinking Fundamentals Course

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This high energy 2-day course on October 5-6, will give you a deeper level of understanding of the Design Thinking principles, key tools & terminology. The course is structured around a hands-on approach to enable ‘Learning-by-Doing’. The tools we work with during these two days include: Stakeholder Mapping, Value Network Mapping, Personas, Customer Journey Mapping (Customer Insights), Service Scenario Mapping, Job To Be Done and Prototyping. We will work on a relevant case that will enhance learning and capability to use the Design Thinking framework in the workplace.
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PROGRAM OVERVIEW
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THEORY
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.
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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 stakeholders

Value 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, behavior, 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 other 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.

All tools will be handed out after the session and are free of use.

This video gives you a glimpse on our Facilitation Trainings with global companies:

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FACTS & FIGURES

Language: English
Venue: The V&A Waterfront, The Watershed, Workshop 17, No 17 Dock Rd, Cape Town
Dates: October 5th – 6th  2017

Max. participants: 15

Trainers: Robert Bloom, highly experienced trainer and senior facilitator with a mulit-disciplinary background that spans corporate, consulting, not-for-profit and government.

Ticket Price: Early Bird Ticket Price R7 898,= until August 30th 2017, Regular Ticket Price R8 989,= (including lunch, snacks and drinks)*. Discounts available for teams signing up or NGO’s.

REGISTRATION: to enroll for this training, please click the Registration button on the top right corner of this page.