As services become more interconnected across channels and devices—and more importantly across time and space—it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your service. If you’ve ever wanted to make an orchestrated, integrated, cross-product, multi-channel, service designed product ecosystem, then this workshop is for you! Except we’ll throw out the buzzwords and provide a sensible framework for bringing products and services into people’s everyday lives. We’ll focus on the power and peril of the touchpoint—where customers connect with your product or service, and we’ll show how to map the customer journey across touchpoints and channels. We’ll explore how every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.
The structure for the day will be a mix of shared insights and case studies followed by group activities to put the ideas into practice. When you wrap up the day, you will have:
- Guiding principles for engaging with people across time and space
- A framework for mapping human experience across multiple situations and interactions
- Skills and tools for generating concepts for appropriate, relevant, meaningful, and endearing “touching”
- A commitment to not being that creepy guy on the bus