On March 14 and 15, we had the opportunity to work with some really smart and passionate people in talking about service design and the role it plays in delivering a great customer experience.
With workshop attendees representing government, finance, post-secondary institutions, IT, small business and more, there was a whole lot of great discussion, ideation and sharing to go along with the curriculum and activities that covered the two-day session.
Held at the new Fairfield Marriott in Regina, the workshop covered topics such as the importance of customer experience, the impact on businesses and the common challenges why organizations are having such a hard time moving the needle. From there, we moved into strategy, business model development and innovation, design research and understanding the needs and the world of your customer. We discussed and created a business model canvas, customer journey maps, personas, service blueprints and even went through a very condensed design sprint.
I don’t know if it’s the prairie water or the promise of spring, but we were so energized by the highly engaged, insightful and quick learning participants of the workshop. There was lively and astute discussion about the importance of change management, gaining buy-in for service design and the challenges organizations face in implementing new features, products or services to improve the overall customer experience.
It was a great success, feedback was extremely positive and we are confident that there are consumers and stakeholders that will begin to realize better experiences with the organizations that were represented in the workshop.