Inspired by the excellent work done by Prof. Jeanne Liedkta from the University of Virginia, this workshop will take the participants on a journey of design thinking, beginning with:

  1. What Is?
    – Imaging Customer Experience Today
    – Identifying customer’s pain points
  2. What If?
    – Generating ideas to delight customers experience
    – Translating customer delight into business opportunities
  3. What Wows?
    – Selecting & evaluating best customer experience ideas
  4. And reaching the Desired Outcome of What Works?

Here is a video to illustrate a positive case study.

As a follow up to the video above, this is a video of a negative business case.