• We Work (map)
  • Melbourne, VIC 3000

"Organisations must combine a reactive (Customer Journey Mapping) and proactive approach (Design Thinking) to truly drive Customer Experience Transformation", Forrester

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/// THE EXPERIENCE

This two day Consumer Journey Mapping & Design Thinking Workshop will give you a comprehensive understanding of the key customer journey mapping principles, while empowering you with Design Thinking tools and methodologies drive change and Innovation in your organisation.

It will be a hands-on workshop with role-playing, inspiration and knowledge-sharing so you can walk away with a clear idea of how to connect with your customers, employees and users to provide a more human centred experience while achieving business results.

No prior knowledge on Design Thinking, Customer Experience or Journey Mapping is required. We will use Human Centred Design, CX latest research (Forrester, Qualtrics, Fifth Quadrant and IDEO), Empathic Design and Purposeful Marketing principles to bring you up to speed in no time.

Day 1 Customer Journey Mapping (13/11)

We will take you through the very own methodology we have applied to Journey Mapping and CX transformation projects with ASX listed companies.

Day 2 Design Thinking and Human Centred Design (14/11)

We will explore what’s Design Thinking and why is not a plug-in, fit all approach. We will use International and local case studies to showcase best practice before applying your learning to real business problems.

You can attend to both days (at a discounted) or attend one day one. Please follow ticket options below.

/// HOW WILL YOU FEEL AFTER?

You will feel empowered, inspired and ready to take action the moment you leave.

You will have a better understanding of customer journey mapping and/or Design Thinking, so you can implement it in your organisation and even facilitate your very workshops.

You will feel confident and prepared to try a few different ideas and be agile in the way you approach your business.

You will understand why creating something meaningful for your patients, customers and employees is important and profitable for your business.

/// WHAT WILL YOU LEARN?

Day 1 Design Thinking and Human Centred Design

  • What’s Design Thinking and its methodology?

  • What are the values of Design Thinking?

  • The Design Thinking Toolkit

  • Low budget research methods

  • Design Thinking mindset and skill set

  • Design Thinking modes

  • How to use Design Sprint for development?

Day 2 Customer Journey Mapping

  • How to engage stakeholders, how to prepare for stakeholder interviews and how and get your CX, Innovation or Journey Mapping project buy in.

  • Types of customer research and how/when to apply them

  • How to implement affinity mapping to your project findings

  • Types of customer journey maps with our step-by-step guide on how to use them and their individual pros and cons, including service blueprints

  • How to build customer personas and what information you need.

  • How to run a customer journey mapping workshop in your organisation.

  • How and when to use Empathy Maps

  • How and when to use Personas

  • How to create a Customer Journey

  • Transformation best practice and next steps

We will use 30-40% theory during the day spending the rest of the day on actionable practice, learning by doing.

/// WHO SHOULD ATTEND?

You, your team and anyone interested in upskilling in journey mapping and/or design thinking.

We recommend multidisciplinary team who are both customer facing and back of office, so the input of the day can be carried out internally at a later date.

Marketing, customer experience, analysists or user experience professionals who would like a more holistic approach to their projects.

Anyone passionate about innovation, design thinking and CX, who is willing to do things differently and be more empathetic while getting business results.

/// TOOLS WE’LL GIVE YOU

Day 1 Design Thinking and Human Centred Design

  • Empathy interview guide

  • Empathy Maps

  • Framing process

  • Brainstorming Guide

  • Prototyping

  • How to test and learn (validate) guide

  • Much more

Day 2 Customer Journey Mapping

  • Customer Journey Mapping Discovery Canvas

  • Empathy map Canvas

  • Personas Canvas

  • Research framework

  • Customer Journey Mapping Template

  • Prioritisation Canvas

/// FAQ’S

Q: Where will the event be hosted?

A: We Work, Melbourne

Q: Do I need previous customer experience or Customer Journey Mapping or Design Thinking knowledge?

A: Not at all. But if you know your customer a little more than anyone else in your organisation, that is a plus!

Q: What should I bring?

A: Yourself, big smiles and an open mind. Feel free to bring your laptop or iPad to take notes or to use during the breaks.

Q: What should I wear?

A: Comfy clothing and shoes are advised, because there will be some standing during practical exercises.

Q: Will the workshop run for the whole day?

A: We generally run to time, but you are, of course, free to leave earlier if required.

Q: Will there be photos/video taken?

A: It is very likely we will be taking photos or videos during the event for promotion purposes. If you have any concerns regarding this, please let us know.

Q: What time do we start and finish?

A: We start at 8:30am. You are welcome to arrive earlier to register, get comfortable and get to know your fellow attendees and Ale. We will aim to end the workshop by 5 pm. (Second day we will aim to leave by 3:30 pm)

Q: How can I contact Sqr One with any questions?

A: You can call Ale Wiecek directly on 0406 658 854 or email Sqr One at alewiecek@sqrone.com.au.

Q: Will refreshments be provided?

A: Yes, morning tea, lunch and afternoon tea will be provided. Please let us know of any food intolerances or allergies by emailing alewiecek@sqrone.com.au

Q: Why should I choose Sqr One?

Apart from being a cool bunch of down to earth people, we have worked with large and small organisation solving big problems using empathy and design. Some of our clients include: TUH, ERM, RACQ, Metro North, Translink and Honda.

Q: Can I be invoiced outside of Eventbrite?

Absolutely, just reach out to Ale Wiecek directly on 0406 658 854 or email Sqr One at alewiecek@sqrone.com.au to arrange for an invoice.

Please note we can invoice you before 30th July for tax purposes.

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