27 - 28 November, 2019 | Singapore

Pre-Conference Workshops

9:00 am - 12:00 pm A: Mastering Empathy Interviews in Design Thinking

Lim Shiyun - 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

Lim Shiyun

Senior Experience Researcher
SP Digital

1:00 pm - 4:00 pm B: Service Innovation as a Competitive Edge

        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