Experience Design Archives - Being Human

Exceeding-Expectations (five-day workshop)

Site Administrator — Fri, 25 Jun 2021 06:50:33 +0000

The phenomenal rate at which organisations are embracing digitisation for routine and repetitive transactions is unprecedented. Kudos to all the determined software engineers and technology masterminds who have pioneered thriving industries in the wide-spread adoption of machine learning, artificial intelligence, and hyper-automation.

Customers are truly spoilt for choice with connected apps that are within an arm’s length away. A few keystrokes on the closest keyboard and the world wide web provides us with a plethora of self-service options. In this modern world of automation, human-intervention has inconspicuously been reserved for ‘exceptions’ and this phenomenon has gradually become the new norm.

As a customer, how often does this leave you feeling helpless in your time of need?
As a business, what are you doing to avoid disappointed customers?

For this collaborative (two-part) five-day experience design workshop, we will –

Customer Journey Management

• explore the current state of a single, end-to-end customer journey;
• unpack customer perceptions, pain points and moments of truth along that journey;
• align organisational objectives and capabilities of technology to customer wants, needs and expectations; and
• develop an ideal customer journey that enables seamless articulation of intended experiences across all points of customer interaction.

Service Blueprinting

• co-create a simple, easy-to-understand, chronological graphical representation of inter-connected dependencies, necessary to deliver human-centred experiences that consistently exceed customer expectations.

Your customers are drawn to your brand by the perceived value, personal benefit, and human experience of using your product or service. Whether your organisation is a B2B or B2C company, your brand is continuously delivering experiences at every point of customer interaction, through all available customer touchpoints, either in-person, on-call or via digital platforms.

If these experiences enrich the everyday lives of your customers, they will be back for more and how you incorporate these technologies into the end-to-end customer journey is equally important.

The post Exceeding-Expectations (five-day workshop) appeared first on Being Human.

Understand-Your-Brand (two-day workshop)

Site Administrator — Fri, 25 Jun 2021 06:34:10 +0000

It was Mark Fields – former CEO at Ford Motor Company that made revolutionary, modern management consultant, Peter Drucker’s iconic quotation world-famous: “Culture eats strategy for breakfast,” they said. We disagree!

Company culture can best be described as the shared values and belief systems from which an organisation gains its character. Firmly rooted in the hearts and minds of its employees, culture is having a common mindset that influences internal behaviour of similar sorts – to produce business outcomes that are both manageable and on-brand. But, where does this begin?

For this collaborative, two-day experience design workshop, we will –
• delve into the detailed intricacies of your core brand offerings, brand promises, and brand values;
• create a customer experience strategy that responds to your customer’s varied wants, needs and expectations;
• deploy a globally renowned tool to stress-test our meticulously crafted customer experience strategy for all-round completeness.

At Being Human, we know that a well-rounded customer experience strategy is a critical, multi-functional CX tool that –
• describes the emotional response your brand intends to elicit through its interactions with customers;
• steers adequate resources towards prioritised CX projects to enable seamless articulation of intended experiences across all customer touchpoints;
• guides employee attitudes and behaviors towards targeted delivery of branded and differentiated experiences that consistently exceed customer expectations.

How did Zappos become one of the world’s most customer-centric brands?
Their culture of customer-centricity was developed around their CX strategy, “To Live and Deliver WOW.”

What will your organisation’s CX strategy be?
Book us now to find out!

The post Understand-Your-Brand (two-day workshop) appeared first on Being Human.

Know-Your-Customer (three-day workshop)

Site Administrator — Fri, 25 Jun 2021 05:41:07 +0000

Do you REALLY know your customers?
Do your internal teams share a common understanding of your customer’s wants and needs?
How much would it help if all employees were aware of what motivates, or frustrates specific customers?

Former Harvard Business School professor and author of “The Innovator’s Dilemma,” Clayton Christensen is the architect and the world’s foremost authority on ‘disruptive innovation’ – a theory through which he successfully contested that without actually understanding the human needs of users of products and services (jobs to be done), brands will simply not innovate!

For this collaborative, three-day experience design workshop, we will –
• engage internal, cross-functional teams from customer-facing and non-customer-facing environments;
• expose the functional, social, and emotional dimensions that explain why your customers make the decisions they do (jobs to be done);
• deploy globally accepted, best practices in customer experience to guide your teams in the creation of up to FOUR brand-specific customer personas.

Validated customer segmentation by attitudes, beliefs, and behaviors has proven to be an enormously successful driver for the personalisation of products and services. And, highlighting frequently used touchpoints for each customer segment will empower your teams with the necessary customer intelligence to deliver targeted, human-centered experiences that consistently exceed customer expectations.

So, what are you waiting for?
Book now!

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