Leading with the user in product design is a mantra we deeply espouse.
Leading with the user in product design is a mantra we deeply espouse. But, when it comes to service design, there are other equally important types of users to consider— like the people responsible for delivering the service. Existing tools like service blueprints are great at specifying the desired interactions between customers and "frontstage" employees. But, how do you actually embed new ways of working into the company culture? How do you make sure your innovations will be sustained? We’ve found the greatest success when we bring employees into the process to co-create new service interactions. After all, nothing is worse than hearing, “I’m from corporate, and I’m here to help!”
In this workshop, we’ll unpack and experiment with activities co-developed with hospitality and retail clients and their front line staff. We’ll learn about:
1. Co-creation workshops
Hosting immersive events designed to build empathy for, and understanding of, the customer. Building solutions collaboratively with employees to foster ownership of ideas.
2. Field trips and immersion
Leading employee walkabouts to help develop new perspectives and bring meaningful insights back into the organization.
3. Encouraging the mindful employee
Building tools to equip staff with techniques to better read, see and interact with customers, and instill principles of mindfulness into every interaction crossing front stage and back.
To be a creative problem solver, you need to be an effective problem framer.
To be a creative problem solver, you need to be an effective problem framer. In many cases, innovative solutions emerge out of a different way of characterizing the problem. This workshop will expose you to two indispensable problem framing methods that you can use with your clients and collaborators to 1. ensure you are solving the right problem and 2. reduce the risk of drifting into status-quo solutions.
Participants will leave with:
- A practical understanding for how and when to use these problem framing methods in your own work
- A copy of the Problem Framing method spreads from our book, “Innovating For People”
- A copy of any Problem Framing templates used in the workshop
When designing an amazing service experience, sometimes the physical environment can be taken for granted.
When designing an amazing service experience, sometimes the physical environment can be taken for granted. Through an architect’s mind-set, this workshop will explore how space and the elements that fill it can make or break even the most daily routine. As a workshop participant, you will learn architectural planning and design best practice and will use hands-on methods to identify and define both physical obstacles and enablers. Through full scale mock-up construction and roll play we will test new ideas and explore how space and the people and objects that fill it tie into your own experience design practice or expertise.
Liz Burow, HLW Architecture & PlanningDirector of Discovery
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