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Online-Development Programme on Design Thinking

Customer Service Trends and Innovations
  • Duration:17 - 25 October
  • Language: Ukrainian/Russian
  • Time: 11:00 - 15:00
  • Pecularities:Four sessions of four hours each; October, 17-18; October, 24-25
  • Fee for EBA members:8200 UAH for EBA members
  • Early Registration for EBA members:7400 UAH till September 17 for EBA members
  • Place: Will be online
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  Online-Development Programme on Design Thinking. Date: 17 October2022. Time: 11:00 15:00. Language: Ukrainian/Russian. Pecularities: Four sessions of four hours each; October, 17-18; October, 24-25. Place: Will be online. Design thinking is a methodology that allows to create ideas which are aimed at improving the customer experience. It is used in the development of new products and services, improving processes and services, establishing a strategy for interaction with customers. EBA Management Development Centre together with Olga Shapovalova is launching a new Online-Development Programme on Design Thinking. TARGET AUDIENCE: Business owners and managers, mid-level managers and industry experts who need to create new products/service ideas and improve the existing ones. Specialists of various fields and roles who are interested in design thinking. DURING THE MODULES PARTICIPANTS WILL: Go through the stages of design thinking and learn about the tools of each of them. Try the most effective means of generating ideas and creative thinking. Study the learned techniques on cases. Get a to-do-list for further development of non-standard thinking. This Online-Programme is designed for the entry level of knowledge of participants in design thinking with mastery of the intermediate level during the Online-Programme. Having successfully finished the Online-Programme, participants will receive certificates of completion. SYLLABUS MODULE 1. – October, 17 Immersion in methodology: Exercise-acquaintance: The first UX (User Experience) in design thinking. Where to get new ideas that meet the needs of business? Stages of the process. Designers expertise. Design levels. Inspirational cases of methodology and their analysis. Empathy. Tools of empathy: Map of stakeholders. Clients moccasins. Surveillance and service safari. Case-exercises to practice the tools of empathy. MODULE 2. – October, 18 Focusing. Through the client’s eyes: Insight portfolio. Map of empathy. Customer Journey. Formation of the clients point of pain. Formulation of the clients point of view (POV). Selection of strategies. Case study on building Customer Journey, empathy cards and POV wording. MODULE 3. – October, 24 Idea generation techniques: Method 6-3-5. Morphological analysis. Synectic, Analogies. Focal Object Method. 3 chairs by Walt Disney. 6 De Bono hats. Selection of ideas: Selection criteria. Venn diagram. Case exercise Ideation Session. MODULE 4. – October, 25 Prototyping methods: Paper prototyping. Prototyping experience.  Testing: what is important? User testing. A / B Testing Feedback Network. Prototyping / testing case study. Implementation of ideas: Customer Journey Calibration. On the specifics of project management. Summing up.Speakers. Olga Shapovalova. Certified Business and Life Coach, Master Coach Ukraine (EMCC). Flexible project management methodology. Scrum for Teams (2017), Scrum for Business (2017). Olga has 11 years of experience working in teams of innovative projects and 8 years of coaching experience; 80+ team training and development projects.. You can send a question to:. Contact person:. Anna Merkulova. E-mail Anna.Merkulova@eba.com.ua. Contact Phone. 0665709987.

Design thinking is a methodology that allows to create ideas which are aimed at improving the customer experience. It is used in the development of new products and services, improving processes and services, establishing a strategy for interaction with customers.

EBA Management Development Centre together with Olga Shapovalova is launching a new Online-Development Programme on Design Thinking.

TARGET AUDIENCE:

  • Business owners and managers, mid-level managers and industry experts who need to create new products/service ideas and improve the existing ones.
  • Specialists of various fields and roles who are interested in design thinking.

DURING THE MODULES PARTICIPANTS WILL:

  • Go through the stages of design thinking and learn about the tools of each of them.
  • Try the most effective means of generating ideas and creative thinking.
  • Study the learned techniques on cases.
  • Get a to-do-list for further development of non-standard thinking.

This Online-Programme is designed for the entry level of knowledge of participants in design thinking with mastery of the intermediate level during the Online-Programme.

Having successfully finished the Online-Programme, participants will receive certificates of completion.

SYLLABUS

MODULE 1. October, 17

Immersion in methodology:

  • Exercise-acquaintance: “The first UX (User Experience) in design thinking”.
  • Where to get new ideas that meet the needs of business?
  • Stages of the process.
  • Designer’s expertise.
  • Design levels.
  • Inspirational cases of methodology and their analysis.

Empathy. Tools of empathy:

  • Map of stakeholders.
  • Client’s moccasins.
  • Surveillance and service safari.
  • Case-exercises to practice the tools of empathy.

MODULE 2. October, 18

Focusing. Through the client’s eyes:

  • Insight portfolio.
  • Map of empathy.
  • Customer Journey.
  • Formation of the client’s point of pain.
  • Formulation of the client’s point of view (POV).
  • Selection of strategies.
  • Case study on building Customer Journey, empathy cards and POV wording.

MODULE 3. October, 24

Idea generation techniques:

  • Method “6-3-5”.
  • Morphological analysis.
  • Synectic, Analogies.
  • Focal Object Method.
  • “3 chairs” by Walt Disney.
  • 6 De Bono hats.

Selection of ideas:

  • Selection criteria.
  • Venn diagram.
  • Case exercise Ideation Session.

MODULE 4. October, 25

Prototyping methods:

  • Paper prototyping.
  • Prototyping experience.

 Testing: what is important?

  • User testing.
  • A / B Testing Feedback Network.
  • Prototyping / testing case study.

Implementation of ideas:

  • Customer Journey Calibration.
  • On the specifics of project management.

Summing up.

Speakers

1 / 1
Olga Shapovalova
Certified Business and Life Coach, Master Coach Ukraine (EMCC). Flexible project management methodology. Scrum for Teams (2017), Scrum for Business (2017). Olga has 11 years of experience working in teams of innovative projects and 8 years of coaching experience; 80+ team training and development projects.
Olga Shapovalova

You can send a question to:

Contact person:

Anna Merkulova

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