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Innovating Around User Experience
Participants will do a series of hands-on group exercises observing customer service experiences, such as visiting the emergency room, shopping at the grocery store, going through a fast-food drive through, buying a cell phone, riding a train, and shopping for a car. They will identify the strengths and drawbacks of these experiences, and brainstorm possible solutions to improve the customer service experience.
Rapid Prototyping
Participants will learn about the logic and methods of rapid prototyping and developing quick solutions to customer service problems that can be easily tested and refined. After completing observations and brainstorming exercises, teams will work with Design School staff to select the most promising ideas and to develop and present proposals about how their prototype experiences could be quickly implemented.
Systematic Understanding of Customer Preferences
This session will focus on a systematic understanding of customer preferences expressed in terms of the relative importance of multiple attributes or features of the product or service. Using conjoint analysis, participants will identify benefit segments, useful for identifying a new product line rather than a single new product.
The Knowing-Doing Gap
This session confronts the paradox of organizations that know what to do but frequently fail to do it. Participants learn how to diagnose major barriers and outline a new approach to changing behavior.
- Disruptive Strategy and Innovation
- How much Does the Market Value Improvement in a Product Attribute
- What do Users and Customers Want: Evidence from Neuroscience
[Download Sample Schedule (PDF)]
Programs, dates, fees, and faculty are subject to change. |
