27 - 28 November, 2019
| Capri by Fraser, China Square, Singapore
Pre-Conference Workshops
9:00 am - 12:00 pm
A: Mastering Empathy Interviews in Design Thinking
Lim Shiyun -
Senior Experience Researcher,
SP Digital
Naning Utoyo - Senior Experience Researcher, SP Digital
· Planning the user interview – topic identification, user recruitment
· Validating and conducting the “5 Act Interview”
· Designing questions to identify hidden problem
· Conducting the interview – preparation and observation tips
· Synthesising, analysing, and reporting the findings
1:00 pm - 4:00 pm
B: Service Innovation as a Competitive Edge
Pascal Gerard Daniel -
Chief Operating Officer, Customer Quality - Asia Pacific & Japan,
Nokia
• Designing a strong divergent frame of analysis to recognise patterns in customer feedback, journey and experience
• Deciding the scope of the project to set KPIs for benchmarking
• Apply the methodologies of changing context and/or scenario creation
• Connecting ideas and ensuring reflection onto service improvement
