Design Thinking: Designing A Competitive Customer Experience
- Innovation & Business Improvement
This programme is conducted on-campus.
2 days
Weekdays (9am - 6pm)
Who Should Attend
- Managers of service quality and customer-centric initiatives
- Professionals with work exposure to customer experience, marketing, quality assurance, operations, collaborative partnership or customer analytics
- Entrepreneurs and aspiring entrepreneurs
- Professionals who wish to use design thinking to optimise business performance at a variety of levels in a wide range of industries
Overview
In this hands-on two-day workshop, participants will get a practical experience on how to develop a competitive customer experiences by adopting a user-centric approach. Participants will learn how to uncover unmet needs of the customers, prioritise insights, map a customer experience journey, explore and prioritise ideas, and develop new customer experiences.
This module is available on a standalone basis.
Learning Objectives
- Understand the key tenets of design thinking
- Adopt a user-centric approach in creating new customer experiences
- Map a customer experience journey
- Define a persona
- Generate relevant, inspired and prioritised insights
- Develop new customer experiences.
Topic/Structure
- Design Thinking
- User-centered Design
- Jobs-to-be-done Framework
- Customer Experience Journey Map
- Insight Prioritisation
- Persona
- Ideation
- Prototyping
- User Testing
Assessment
As part of the requirement for SkillsFuture Singapore, there will be an assessment conducted at the end of the course. The mode of assessment, which is up to the trainer’s discretion, may be an online quiz, a group/ individual presentation or based on classroom exercises.
Participants are required to attain a minimum of 75% attendance and pass the associated assessment in order to receive a digital Certificate of Completion issued by Singapore Management University.
Calculate Programme Fee
Fee Table
| COMPANY-SPONSORED | |||
|
PARTICIPANT PROFILE |
SELF-SPONSORED |
SME |
NON-SME |
|
Singapore Citizen < 40 years old Permanent Resident LTVP+
|
$654 (After SSG Funding 70%) |
$254 (After SSG Funding 70% |
$654 (After SSG Funding 70%) |
|
Singapore Citizen ≥ 40 years old |
$254 (After SSG Funding 70% |
$254 (After SSG Funding 70% |
$254 (After SSG Funding 70% |
|
International Participant |
$2,180 (No Funding) |
$2,180 (No Funding) |
$2,180 (No Funding) |
All prices include 9% GST
Post Secondary Education Account (PSEA)
PSEA can be utilised for subsidised programmes eligible for SkillsFuture Credit support. Click here to find out more.
Self Sponsored
SkillsFuture Credit
Singapore Citizens aged 25 and above may use their SkillsFuture Credits to pay for the course fees. The credits may be used on top of existing course fee funding.
This is only applicable to self-sponsored participants. Application to utilise SkillsFuture Credits can be submitted when making payment for the course via the SMU Academy TMS Portal, and can only be made within 60 days of course start date.
Please click here for more information on the SkillsFuture Credit. For help in submitting an SFC claim, you may wish to refer to our step-by-step guide on claiming SkillsFuture Credits (Individual).Workfare Skills Support Scheme
From 1 July 2023, the Workfare Skills Support (WSS) scheme has been enhanced. Please click here for more details.
Company Sponsored
Enhanced Training Support for SMEs (ETSS)
- Organisation must be registered or incorporated in Singapore
- Employment size of not more than 200 or with annual sales turnover of not more than $100 million
- Trainees must be hired in accordance with the Employment Act and fully sponsored by their employers for the course
- Trainees must be Singapore Citizens or Singapore Permanent Residents
- Trainees must not be a full-time national serviceman
- Trainees will be able to enjoy ETSS funding only if the company's SME's status has been approved. To verify your SME's status, please click here.
Please click here for more information on ETSS.
Absentee Payroll
Companies who sponsor their employees for the course may apply for Absentee Payroll here. For more information, please refer to:
AP Guide (Non-SME Companies)
Declaration Guide (SME Companies)
Intake Information
Next Intake: 11 & 12 Feb 2025 [Open for Registration]
Testimonials
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