Course Description

Design Thinking for Customer Experience Nigeria February 2020

Lagos

Surviving in a volatile and complex emerging economy requires superior customer experience and satisfaction. This workshop will empower participants with tools for solving a wide range of challenges in the area of customer experience that are present in their operating environment. The objective of this design thinking workshop is designed to apply Design Thinking methodology to improve customer experience in an emerging economy like Nigeria and give competitive advantage to the participating organisations.

What are some of the complex issues that could be addressed using the Design Thinking Methodology?

– Redefining Organisation Value
– Enhancing Customer Experience
– Challenges of improving quality of life of users
– Coping with shifting markets and behaviours
– Technological complexities
– Business model reinvention
– Handling peculiarities in emerging market
– Complex unsolved societal challenges

THEORY

On the first day of the Design Thinking for Customer Experience Training, we will go through a short and interactive introduction to 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 Design Thinking? What are the key case studies? Where can you find more information?

LEARNING BY DOING

We strongly believe in ‘Learning by Doing’, so the DesignThinkers Workshop is a high energy and hands-on event. You’ll be challenged to work in small teams on real cases and learn to work with the Design Thinking tools like Personas, Cultural Probes, Customer Journey Mapping, Value Network Mapping, Prototyping, Business Modeling, Road Mapping and more. Moreover, a focus of the program will be on exploring the question of how to integrate these tools.
This training program is designed to apply Design Thinking in an organisation and how to create a buy-in within the organisation and sponsors. Besides the training program, participants will be handed out a toolkit, certificate and access to the DesignThinkers Academy Network environment.

Together with the coaches, you will find answers to:

– How can you successfully apply Design Thinking in solving complex business problems with digital transformation?

– How can you build empathy inside an organisation, use customer feedback, rate insights and translate them into implementable opportunities?

– How can you thrive in the shifting and emerging markets, behavioural and technological complexities?

– What are the fundamental principles of innovation and Design Thinking?

– How can you create stakeholder and sponsor buy-in?

– How DT can be used in redefining organisational value and Business model reinvention?

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 organisations 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, 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 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 visualise how a (newly designed) service is being experienced from a customer point of view. Simple visualisation 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 artefacts 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.

YOUR FACILITATORS

Dr. Olukunle A. Iyanda – Managing Partner of DesignThinkers Group NG. A skilled strategist and experienced corporate educator who advises on demystifying and enabling innovation and organisational strategic ability.

Dr. Charles Ikem – An experienced innovation and service designer with expertise in UI/UX, interaction design, design thinking, and digital transformation.

Robert Bloom – Managing Partner of DesignThinkers Group SA. Experienced Service Designer and Systems Thinking practitioner.

Victor Akhimien – Experienced business developer, passionate about delivering goals creatively and achieving innovative results.

Aderinola Oluruntoye, a business intelligence and enterprise data specialist with skills in Business Analytics, Data Warehousing, Business Process Management, Business Intelligence and Enterprise Software.

TARGET AUDIENCE

The Design Thinking values is only attainable when it is pushed beyond the centres of innovation and made to include everyone in the organisation in order to create an environment where no one have difficulty in understanding the human-centred approach required to promote creativity, drive innovation and achieve superior performance. It is beneficial to those who want to learn a new methods and maximise the potential of their organisation by acquiring the skill in DesignThinking tools and methodology and transforming their way of thinking and mindset.

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About this Event

Venue: Oriental hotel Lekki

Tickets

Early bird: $946.19
Regular: $1033.06
Late Worm: $1101.93

Early bird ends on the 7th, regular will start from the 8th till the 21st and late worm will be on the 22nd and 23rd of February 2020.

  • Including lunch, snacks and drinks.
  • Discounts available for teams signing up or NGO’s.
  • Prices are exclusive of VAT.
  • BROOT Consulting: Zenith Bank (1013121917), First Bank (2034129223)
  • Acceptable mode of Payment: Direct transfer or certified Bank draft
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