Design Thinking: Designing A Competitive Customer Experience

Programme Code: CRS-N-0043533 | This module is part of Advanced Certificate in Service Excellence and Innovation

Overview

Develop your organisation’s ability to deeply understand how your customers think, behave, share, desire and consume.

Beginning with the customer is a design thinking process that allows for strategy, planning, product development and service models to generate innovative new approaches. Beginning with the customer is how the fields of anthropology collides with design – allowing for an empathy-based framework that creates deep insights.

This programme is an immersive two-day workshop where participants will get a practical hands-on experience around how to understand their consumers deeply and be able to turn observations into insights and into solutions that can work.

Participants will learn how to observe and ask good questions, create customer composites and montages, walk in the shoes of their customers, identify insights, generate ideas from such insights and turn ideas into workable solutions. It will be supplemented with specific case studies and grounded frameworks for understanding.

By learning these skill sets, the participants will have a tangible approach around how they can understand their consumers better when they have to get it done with their organisations.

Next Course Starts On25 Apr 2019 (Thu) See Full Schedule
Fee SGD2675.00* (as low as SGD302.50* after maximum funding) Learn more
Duration

9 am to 5.30 pm, 2 days

Level
Advanced
Venue

Carlton Hotel

Programme Partner

Learning Objectives

•   Understand the principles and approaches of Ethnographic Research which is a specific field of Design Thinking
•   Learn the mechanics of how Ethnographic work is executed for business and organisations
•   Apply the methodologies of customer montages, walking in the shoes and insight development
•   Understand how customers are chosen through Dimensions of Differences
•   Use the pattern recognition problem solving skill around how insights become specific solutions
•   Learn best practices around how other companies have executed

 

Work towards a bigger goal

This module is part of:

Advanced Certificate in Service Excellence and Innovation

Learn more

Topics/Structure

•   Ethnographic Research
•   User-Centred Design
•   Customer Composites and Montages
•   Walking in the Shoes
•   Pattern Recognition
•   Insight Development
•   Divergence and Convergence

 

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.
 

 

Fees and Funding

FEE

FULL FEE (COURSE CODE IN SKILLSCONNECT: CRS-N-0043533)
SGD 2,675 (incl. GST) per person
FOR SINGAPORE CITIZENS / PERMANENT RESIDENTS
Fee payable after 70% WSG Grant*:
SGD 802.50 (incl. GST) per person
FOR SINGAPORE CITIZENS OVER 40 YEARS OLD
Fee payable after 70% WSG Grant & SkillsFuture Mid-Career Enhanced Subsidy:
SGD 302.50 (incl. GST) per person
FOR SMES* SPONSORING THEIR EMPLOYEES WHO ARE SINGAPORE CITIZENS / PERMANENT RESIDENTS
Fee payable  after 70% WSG Grant & Enhanced Training Support for SMEs
SGD 302.50 (incl. GST) per person

*WSG funding is available to Singapore Citizen (SCs) and Singapore Permanent Resident (PRs), terms and conditions apply.

This programme has been approved for the Absentee Payroll Funding. The Human Resource department of individual participant will be required to process the Absentee Payroll and any additional funding that the participant is eligible for, no later than 30 days after programme commencement.

All workshops are subject to confirmation. ISE ​will ​send ​you ​a ​Confirmation ​email ​2 ​weeks ​before ​the ​course ​commencement ​date ​or ​when ​the ​minimum ​number ​is ​met, ​whichever ​is ​earlier. Upon confirmation of the workshop, a Tax Invoice will be sent via email to you.

If you are a NTUC member, this programme is eligible for UTAP (Union Training Assistance Programme). To apply, visit here.

ISE members will incur four (4) training credits per SC/PR staff for this workshop. For more information, please contact Karen at 6828 0111.

ISE reserves the rights to amend information including price, date, location, faculty, daily schedule and other details.

Schedule

Start Date(s)
Intake Information

25 - 26 Apr 2019 (Open for registration)

Speaker/Trainer Bio

Mr Tony Lai
Managing Director
The Idea Factory

In a career spanning 22 years, Tony Lai has accumulated a range of experiences in leading and managing organizations – large companies, public institutions and even start-ups at senior levels. While his industry expertise has been focused largely around the services domain (hospitality, tourism, retail, media, education services, property management, F&B/Entertainment and management consulting), his functional capabilities have been broad covering areas such as strategy, innovation, design, leadership, business development, brand marketing & communications, human resources and corporate finance. These have been critical as Tony have been holding appointments at the CEO, Asst CEO, Managing Director, Chief Strategy Officer and COO levels since 2001 that includes direct P&L responsibilities.

Please find Tony's full CV here

Policies

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