AIM Sri Lanka
Workshops

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2 Days Service Design Thinking Foundation Workshop

Get a clear understanding of how you can use service design thinking for specific challenges in your organization and what results to expect in doing so.

In the experience economy to stand out from the competition, design tools can be used to design service experiences across different online and offline touchpoints, or to optimize and improve existing services around what the customer really wants, doing away with unviable and wasteful effort and focusing on providing a unique customer experience across channels.

In this two-day high energy workshop, you will focus on design thinking as an operating model to drive service design experience innovation first hand. During the hands-on session you will learn the service innovation fundamentals, various steps of this magic method, from framing the problem statement all the way to prototyping service experience scenarios.

Service Design Thinking is a human-centered approach that offers a perspective, method and tool set that enables an organization to realize business goals and create a unique differentiator by asking three fundamental questions:

  1. How does this create value and benefit our current and future customers?
  2. How will our business be impacted?
  3. What are the front and back stage capabilities required by the company to drive the initiative?

The service design approach provides an outside-in approach, not only aligning the different departments and people in the organization, but also deal with internal challenges around systems, processes, procedures and policies. It can be applied to produce truly creative and human centered results using a structured and tested process.

The approach helps you to imagine and redesign a solution quickly, until it matches the customer needs and market reality. It puts the customer performance at the forefront and offers methods to design the service in a way that puts your organization in greater control.  To do this you need to look at services that need to inspire, enable and support customers to behave in ways that delivers positive outcomes. In practice it combines analytical and creative thinking.

Day 1:

  • Introduction to Design Thinking
  • Understand that product, brand and services are different devices to engage with customers and encourage different business behaviours
  • Introduction to Service Design Basics (stakeholder gathering, buyer personas, customer experience journey maps, service blueprints)
  • identifying new concept options by collating pain-points, mapping market and customer needs onto lifecycles and looking at examples outside of your sector
  • Reflection and Q&A

Day 2:

  • Becoming a more digital business (Learn how service design offers a different take on the challenge of digital. Rather than focus in digital in and of itself, the approach looks at digital as a powerful way to meet customer needs)
  • Advanced Tools (empathy maps, advanced sketching and ideation)
  • Prototyping & Testing (prototyping framework and overview, investigative rehearsal, walkthrough, prototype testing)
  • Reflection and Q&A

The service design thinking program is for executives and professionals who

  • are entrepreneurs, intrapreneurs, product managers, customer experience professionals, marketers from startups, SMEs and large companies developing new products and services
  • are looking to create exceptional customer experiences, and increasing customer loyalty and market share
  • are responsible for addressing business challenges and seek innovative tools for designing new or improved services to standout from competition or product experiences by focusing on what the customer really wants at each touchpoint
  • want to challenge the status quo and create a better and sustainable picture of their current business
  • are involved in identifying and redesigning the moments of truth across strategic B2B or B2C projects, or are responsible for change initiatives from a product centric to a customer centric organization
  • want to co-create opportunities and solutions that create value for both, customers, employees and your organization.
  • The key take-away of the workshop will be the ability to apply several tools to your own business problems in order to innovate towards new value propositions.
  • You will be able to instigate real service innovation projects in your organization, leading and facilitating small project teams focused on individual service elements, or developing new value for your entire service offering.

Post the event, within one month the participants can avail a 1 hour, free skype or telephonic chat with the facilitator, giving participants the opportunity to clarify their doubts or discuss challenges encountered and possible remedies, while applying these tools in their workplace.

2 Day Design Thinking Workshop for Business Innovation

Use design thinking as both a methodology and a mind-set for unlocking your creative and innovative potential to create new value and grow your sales & profit by design and not by chance.

Changing customer behaviour, advancements in technology and global hyper competition have sparked an unprecedented demand for creativity and innovation. But most companies and employees have yet to develop the skills to build new solutions that are based on user needs and user experience.

Design Thinking has proven to be superior in helping teams and leaders around the world to create new products, services, and business models that customers care about.

The workshop leverages customer-centric, “outside-in” techniques to generate applications that drive employee productivity, improve operational performance, and increase customer engagement and satisfaction.

  • Create a path to innovation
  • Unveil new possibilities
  • Solve complex problems
  • Establish a competitive advantage
  • Foster whole-brain thinking, cross-team collaboration, and vision alignment
  • Combine creative thinking with analytical decision-making
  • Co-create highly user-centric, engaging applications that deliver higher business impact.

Its well suited for any leader or professional interested in exploring new ways of thinking that emphasize creativity, problem-solving, customer needs, user experience, co-creation by becoming a Design Thinker!

  • New understanding of how to capture and translate data into actionable insights that help you build solutions that connect deeply with customer needs.
  • New confidence to be comfortable to apply yourself creatively and lead creative processes at work.
  • New abilities to solve wicked problems and reduce risk by rapidly creating testing and implementing wicked solutions that create value for your customers and stakeholders.

We have designed a ‘’Learning by Doing’ experience in a  2 day classroom  setting followed by one 1 hour online Personal Coaching session to clarify any doubts.  The activities of the classroom training is a balanced mix of theory and practice.

Session 1: Introduction to Design Thinking

  • Design Thinking and customer-centricity and employee experience
  • Design Thinking as a methodology to drive business innovation
  • Design Thinking to nurture an innovative organisational culture

Session 2: Setting The Stage

  • Get acquainted with the company, its goals and issues.
  • Understand the persona of its target customers, and building empathy maps by putting yourselves in the customers’ shoes.

Session 3: Problem Redefinition—Lets Re-Think Together 

  • Relook the wicked problems, bring in an outside-in perspective to redesign customer experience along the different touchpoints
  • Identify the different moments of truth on which a brand should focus its scarce resources of money, people, and time rather than what the brand thinks or assumes the clients care about.

Session 4: Lets Solve Together

  • Using ideation and storytelling techniques to arrive at solutions
  • Rapid prototyping and feedback from users

Session 5: 

  • Group presentations
  • Take time for group sharing and also for individual reflection on how the learning’s apply to others problems you are facing in the organization.
  • Wrap-up

This workshop is a blend of interactive multi-lectures, group work, individual practice that will enable you to:

  • Have a new collaborative skillset/approach to solving business problems
  • Incorporate and synergise user, business and technology perspectives in projects, programmes and products/services
  • Know ways to build user-centered solutions that “Wows”
  • Learn rapid methods to make ideas tangible and test them with users and stakeholders to integrate their feedback
2 Day Design Thinking Workshop for HR and Talent Innovation

Create a credible differentiator for your organization by adopting design thinking, to transform HR from a ‘process developer and maintainer’ to an ‘employee experience architect’.

With leadership realizing that employees hold power to providing an exceptional customer experience and have a direct impact on business outcomes; as an HR professional you realize the need to focus on ‘a positive employee experience’  to align with the brand promise in the market.

In the gig economy, where money is no longer the primary motivating factor for employees you need to design a workplace having the right cultural, physical and technological environment, to attract and retain a multi-generational workforce.

“Design thinking for HR and Talent Innovation” is about thinking like a designer and apply iterative design principles to identify the touchpoints along the employee lifecycle, where a positive experience has the greatest impact.

  • Personalization – forming a fit between the needs of the employee and organization.
  • Simplicity– the identification and removal of non-value-added actions, information, and processes to streamline experiences.
  • Authenticity– aligning employee experience to the company culture and values.
  • Responsiveness– enabling both employee and employer to share information and timely feedback, and to modify actions accordingly.
  • Transparency– improving visibility across the organization for both employee and employer.

To help you think about employees first and processes second, you get to apply new methods and techniques (persona based selection, empathy maps, hassle maps, employee journey maps, etc.) to a familiar field and explore answers for complex questions you grapple with:

  • How to make employees’ interaction with HR interfaces more simple, intuitive and pleasurable?
  • How to design overall experiences that engage employees ,  across all stages from candidate to alumni?
  • How to create evidence-based talent management systems and provide strategic inputs to the top team?
  • How to facilitate diverse employees to work in sync and take advantage of location-aware technology to make people more productive?
  • How to make HR outcomes more exciting for HR professionals?
  • How can HR help build  & reinforce design capabilities  across the organization?

Choose the area you would like the workshop to be designed for your unique needs. You can craft the answers to some of the important questions facing the function:

  • Hiring: how can hiring be redefined by making the process itself an ambassador for your organization?
  • Learning and Development: How can learning become truly employee-centric and also achieve all learning outcomes?
  • Performance Management: How can one of the most dreaded processes (from the employee point of view) achieve buy-in and support from employees?
  • Business Unit HR Services: How can HR help employees get seamless HR services?
  • Rewards: How can rewards be made even more relevant to employees?
  • Employer Branding: How to align with Marketing for employer branding initiatives?
  • Culture: How to redesign the culture to create and engaging workforce?

We have designed a hands-on experience in a 1/2/3 day classroom setting followed by a complimentary 1 hour online Personal Coaching session to clarify any doubts.  The activity of the classroom training is a balanced mix of theory and practice.

It’s designed for HR leaders, managers, and executives who want to equip themselves with better ways to handle problems and meet management expectations in the digital era.

The hands-on fun workshop takes the participants through the design thinking journey of –

“What Is?”, “What If?” “What Wows?”, and  What Works?” for employees and business outcomes.

  • Understand design thinking and how if differs from conventional problem-solving techniques
  • Apply design thinking tools and techniques to real-life situations and co-create solutions with relevant stakeholders to enhance employee experience and humanize the workplace
  • Empathize with employees and uncover their UNMET, UNARTICULATED or UNDREAMT needs.
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