The thinking of customer first and experience design methodology.
Are you Giving Consumers Experiences that They Want?
Everyone wants to nail the digital customer experience (CX). But it’s not an easy feat to move away from brand-centric thinking to deliver experiences that meet user needs.
How do you adapt your CX to today’s consumer behaviours and expectations?
What are the latest contemporary design trends and thinking?
How do you innovate to incorporate new digital technologies and techniques?
Dive into the Experience Economy
Join us at this 2-day practical workshop to acquire the latest CX strategies and techniques to deliver experiences that your consumers want. Find out how to leverage latest CX trends to align with consumers’ changing needs and wants. Learn how to use experience mapping to prioritise opportunities for CX improvements. Discover how to generate breakthrough CX ideas and chart a course for CX success for your organisation.
Benefits of Attending
- Understand how CX is key to creating and capturing value for consumers
- Analyse how to align CX with organisational values and goals
- Identify the root causes of gaps in your organisation’s CX
- Build empathy maps and personas to understand who you are designing for
- Learn how to synthesise insights and opportunities into actions
- Pick up proven ideation techniques that generate out-of-the-box solutions
- Develop a rapid prototype that you can use to test and refine your ideas
- Examine how to convert resistance from internal stakeholders into champions
- Construct a team canvas to align stakeholders towards a common purpose
- Find out how to use the ultimate CX proposal to galvanise your organizations
- Design a CX roadmap that minimises risk and maximises impact
- Take away a CX rating tool to measure and evaluate success
Jonathan has over 16 years’ experience in the design and communication industry as a multi-disciplinary creative, with expertise in user experience and digital business modelling. He works with global brands to develop experience strategies across multiple channels, optimise customer journeys, and create engaging experiences through design thinking, human-centric innovation, research, and design. He has produced award-winning projects for clients including AXA, VISA, Microsoft, Diageo, Nestle, Volkswagen, Tesla, Proctor & Gamble, Audi, Johnson & Johnson, Levi’s, Castrol, Converse, Nike, Nokia, Singapore Airlines and more.
Client work examples include Volkswagen Beetle’s Iconic Drive campaign – a scrollable site showcasing the Beetle through the years. This digital experience generated online buzz and contributed to 3500 pre-orders for the Beetle in the span of two months; and Mondelez’s Vegemite Daily Spread dispenser – a product designed to enhance the experience of the everyday consumer as well as the hospitality industry, reinstating Vegemite’s popularity alongside other Mondelez spreads.
Jon was formerly the Creative Partner and founding member of Nurun Singapore, a digital and design consultancy of Publicis Singapore, focused on creating innovative solutions built on human behaviour. Prior to that, Jon was the Creative Director of Ogilvy Asia Pacific’s innovation unit K1ND, where he spearheaded numerous business and brand innovation projects for clients like Huggies, Burberry and Mondelez.
What Past Delegates Gained Most
A proper framework to tailor our digital content to how customers consume it.
Important reminder that user’s needs are important and that what seems to be the obvious solution may not be the solution.
Key takeaway is the mind-set shift between understanding what the company wants versus what matters to the consumers.
Understanding what experience design is all about.
Theory plus hands on experience.
Pushing ourselves to think beyond.
Who Should Attend
Senior level executives responsible for Marketing, Digital, Customer Experience, User Experience, User Design
Session 1: Welcome to the Experience Economy
- Examine why CX is the key to create or capture new value for consumers
- Understand the impact of experience design as a competitive strategy
- Learn how to align CX with organisational values and goals
Exercise: Utilising a framework to conduct a CX audit; determining an ideal customer experience
Session 2: Digging for opportunities for driving CX
- Identify the root causes of gaps in an organisation’s CX
- Frame the right CX challenge to drive real change
- Research methods: Why small data matters too
- Build empathy maps and personas to understand who you’re designing for
- Learn how to use experience mapping to prioritise opportunities for CX improvements
Exercise: Identifying crucial root causes of CX gaps and framing the right CX challenge to drive change
Exercise: Putting in action the empathy mapping framework
Exercise: Developing customer personas to gain a deeper understanding of your customers
Session 3: Generating breakthrough CX ideas
- Synthesise insights and opportunities into actions
- Learn proven ideation techniques that push past the obvious, and generate out-of-the-box solutions
- Build a rapid prototype that you can use to test and refine your ideas
Exercise: Using the empathy map to build an experience map
Exercise: Generating innovative solutions with ideation techniques
Session 4: Managing internal and external stakeholders
- Identify resistances and champions in and outside the organisation
- Learn key techniques to prioritise and convert resistances into champions
- Build a team canvas to align stakeholders towards a common purpose
Exercise: Using the ‘Magic’ Grid to manage and prioritise internal and external stakeholders
Exercise: Building a dream team using the Team Canvas Chart to reach CX visions
Session 5: Charting a course for CX success and Conclusion
- Learn how to use the ultimate CX proposal to galvanise your organisations
- Build a CX roadmap that minimises risk and maximises impact
- CX rating tool to measure and evaluate success
Exercise: Using the CX rating tool to measure effectiveness of your CX strategies