Online Design Thinking Fundamentals for Customer Experience May 2021
The interactive online Design Thinking fundamentals for Customer Experience Training is designed to equip you with the Design Thinking mindset, tools and skills to kick-start bold innovation. You will be working virtually in a small intimate group, on a customer-centred challenge under live guidance of our skilled facilitators.
With a combination of live classroom sessions, group assignments and homework you will gain practical knowledge and experience to apply Design Thinking in your daily work.
This course gives you the necessary confidence and capability to start practicing Design Thinking in your context. We provide tools that help to navigate divergent and convergent thinking techniques to arrive at customer preferred outcomes.
YOU WILL PRACTICE THE FOLLOWING TOOLS
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
Value Network Mapping Creates insight into the exact value that is or can be exchanged between stakeholders. Using this tool, you will gain more insight into the collaboration that is needed between key stakeholders.
Personas are used as the basis for Customer Journey Mapping. Finding out more 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 gain 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 are they experiencing, feeling, while trying to reach this desired outcome?
Are used to visualize how a (newly designed) service is experienced from a customer’s point of view. Simple visualization techniques will be introduced.
Is done in order to test a service concept in a ‘low tech’ environment with relevant stakeholders. Prototyping can be done by building artifacts from cardboard as well as paper or by using Lego. Additionally, role play is a powerful way of prototyping.
All Design Thinking tools and the certificate will be handed out after the session.
Have a question? Get in touch.
KEY BENEFITS OF THE ONLINE DESIGN THINKING FOR CUSTOMER EXPERIENCE TRAINING
Focus on how to implement Design Thinking in your daily work;
Live and personal guidance from our expert facilitators;
Learn to empathize with your customers to improve your proposition and strategy;
Develop your creative problem solving skills and mindset for innovation;
Increase your confidence for remote & multi-disciplinary collaboration.
OUR APPROACH ON THE ONLINE DESIGN THINKING FOR CUSTOMER EXPERIENCE TRAINING
You’ll be introduced to Design Thinking by directly working with a set of tools and methods under the guidance of our leading coaches, which you can then use immediately on user -centred challenges.
You will gain an understanding of the principles and mindsets that underpin Design Thinking, and obtain practical experience with Design Thinking’s key tools and processes. Armed with this new understanding, you’ll return to work with creative problem-solving techniques that you can share in a multi-disciplinary team.
All tools covered are made available, so that you can take these and start applying them in your work context.
STRUCTURE OF THE ONLINE DESIGN THINKING FOR CUSTOMER EXPERIENCE TRAINING
MODULE ONE: THE OPPORTUNITY SPACE
Introduction session 1:
In our introductory session we will onboard you to the course. This is an opportunity to meet the other participants, outline your ‘Hopes & Fears’ for the session and learn the basics of radical collaboration online. It will also give you your first introduction to Design Thinking principles and mindsets.
Session 2: Discovery through empathy
We get a deeper sense of the Design Thinking process and mindsets and how to set up a DT project.
We will start with a broad challenge and practice divergent thinking techniques that are grounded in empathising with stakeholders. We will cover story gathering and data collection techniques as we identify any assumptions and biases. We will do user research (as homework) and learn how to empathise with others (with a particular focus on techniques to use during social distancing)
Methods covered in this session: stakeholder map, user research, interviews and observation
Session 3: Sense-making
In this session learn how to make sense of data to get to customer insights. Based on the insights you’ve uncovered we will build a clear picture of what you know around the challenge, to eventually reframe this challenge.
Methods covered in this session: affinity mapping, personas, touch-points and opportunity mapping
MODULE TWO: THE SOLUTION SPACE
Session 4: From Reframe to Novel Concepts
We make sure we have identified a problem worth solving (a promising opportunity). We reframe the challenge as a central focal point and focus on developing solutions. We will introduce various brainstorming techniques.
Methods covered in this session: opportunity statements, ideation methods, idea prioritisation
Session 5: Prototyping and Storytelling
This session really taps into your creative problem-solving abilities with rapid prototyping and testing of early-stage concepts. We practice storyboarding and building and presentation of prototype concepts through storytelling techniques.
Methods covered in this session: concept proposition, storyboarding, prototyping, importance of iteration
Session 6: Consolidation and Certificates
In the final session, your final presentation of your prototypes takes place, after which we run an open conversation session.
This is a semi-structured open conversation session that will be partly shaped by the needs and interests of the participants. You’ll have the opportunity to share any challenges that you’ve encountered or foresee in applying design thinking moving forward. We will award your certificates of completion.
This course is for anyone who is new to Design Thinking and wants to get a foundational understanding and gain practical experience in applying its core principles and key methods. You may be from a corporate, independent consultancy, start-up, government department or academic institution. This is a practical, live course where you’ll experience Design Thinking in action with a focus on designing for Customer Experience (CX), this course format is less disruptive to regular work rhythm.
You will be guided through the Online Course by our highly experienced Facilitators. They have years of experience in working with Design Thinking and know the tips & tricks to guide you on this online learning journey how to implement it within your working environment.
Robert Bloom, is the Founder of DTG-SA and has been facilitating Design Thinking programs since 2011. Robert has facilitated Workshops with a number of Listed Companies on the JSE and around the world from Europe through the Middle East and across sub-saharan Africa. Robert’s diverse background and experience in business across the globe adds spice to this learning experience. Robert has a Masters in Business Administration at the Executive level specializing in Systems Thinking.
Jani de Kock is a qualitative market researcher. She has been listening to African consumers talk about their lives since 2003. Jani is a recognized researcher and in addition to regular projects for corporate clients she lectures at reputable learning institutions.
About this Event
The course takes place in 6 sessions over 3 weeks:
Tuesday 18 May- Session 1
Thursday 20 May- Session 2
Tuesday 25 May- Session 3
Thursday 27 May- Session 4
Tuesday 1 June – Session 5
Thursday 3 June – Session 6
Time: 14:00 – 17:00 (SAST)
Online platforms: Miro & Zoom
Max. participants: 10
Early Bird Ticket Price R9 850,00 (for African citizens), until 10 May 2021
Regular Ticket Price R11 699,00 (for African citizens)
All prices exclude VAT (where applicable)
A certificate from DesignThinkers Academy is awarded to participants who successfully complete the course.
Discounts available for teams signing up, non-profits and government organisations.