Customer Experience Design” Workshop Event Report
On Wednesday, 2/7/2024, a workshop was held for those who are facing challenges in DX promotion, service planning, and user satisfaction, in order to increase customer resolution through customer experience design and clarify next actions for creating new forms and realizing DX (value creation).
This article reports on the situation.
Workshop Outline
Customer Experience Design" workshop for DX realization to create new forms
Date : Wednesday, 2024/2/7 14:00 – 17:00
Organizer : TDC SOFT Inc.
■ Recommended for:
This workshop is effective for those who have the following issues.
Services are intended for BtoB, BtoC, internal use, etc.
DX promotion
✅I have a vague understanding of DX, but would like to know more about it
✅DX promotion cannot go beyond business efficiency (digitization and paperless)
Service Planning
✅I want to hypothesize about the issues customers are facing
✅I want to learn more about customer experience design
User satisfaction
✅We want to improve the quality (customer satisfaction) of the services we provide
✅The number of users of our services is not growing, so we want to increase the number of users
Lecturers
The lecturer was Ms. Miyako Sakai of the CX & UX Design Promotion Department.
CX & UX Design Promotion Department HCD-Net Certified Human Centered Design Specialist
Miyako Sakai
HCD-Net Certified Human-Centered Design Specialist is a certification program for HCD specialists conducted by the Organization for Human-Centered Design Promotion. Human-Centered Design is a standard established by “ISO 9241-210” and “JIS Z 8530:2021”, and based on “Ergonomics – Human-Centered Design of Interactive Systems”, the organization certifies as an expert a person who has the competence to practice “Human-Centered Design”. The Organization for the Promotion of Human-Centered Design certifies as an expert those who have the competence to practice human-centered design.
Engaged in planning (UX design)/development/sales/operation of our products, etc. Started full-fledged UX design business in 2019. Accompanied clients in a wide range of industries including manufacturing, retail, and service as a lead designer. Contributes to creating a society where many people can live conveniently and comfortably by appropriately providing various knowledge and methods on design and human-centered design, such as as a design thinking training instructor and activities on YouTube.
Event Report
The lecture part was a classroom lecture on DX and its current status, and the work part was a workshop on customer experience design.
1. Lecture
The goal of this workshop is to achieve the following state
To achieve the goal, the following specific elements are necessary: – To be able to create new forms, design customer experience, and realize DX (value creation), and to have increased resolution of customers’ and their own situations, and to have clarified next actions (ready to move immediately).
To achieve the goal, the following specific elements are necessary: – To be able to design the customer experience and visualize the roadmap ahead
– To have a glimmer of hope that we can solve their problems
– To have a slightly higher resolution to DX and customer experience design
– To have fun (to think about it again, to go back to the company and put it into practice)
In addition, the following two targets for customer experience design will be used.
1) Those who are in charge of planning and growth of services and products (i.e., those who think about the whole process, not the department)
・The subject of the service can be end users, employees, or themselves
Employees, end users, customers, etc., in conclusion, “all are targets”. Also, any one subject is good, regardless of the release status (not/ready) or the level of concretization. Some subject matter is all that is needed. Marketers who want to think only about channels, salespeople whose goal is only to sell services, and those who think about how to proceed with company-wide or company-wide DX are not eligible.
In realizing DX, there are many words such as digitization, digitalization, and digital transformation, but digital transformation (DX) and customer experience design have much in common.
DX is about transforming the customer experience through new things, creating value, and establishing a competitive advantage. DX is about creating value and establishing a competitive advantage by transforming the customer experience through new things. In other words, it is the transformation of business and business models to create value from the customer’s perspective, and customer experience design is a method for creating and designing value from the customer’s perspective.
The DX report describes the direction and what needs to be done, but it is difficult to get a concrete image.
In addition, there are three stumbling blocks in promoting DX, and these need to be considered even if external factors (environment, organizational culture building issues) have been resolved. Each of these stumbling points can benefit from the customer experience design that will be conducted today. Although this is a first step in a muddy way, I urge you to work on the work that follows to improve customer resolution and value-creating experiences.
2. Workshop
The work portion of the customer experience design experience was conducted in the flow of organizing thoughts and creating new customer experiences.
In the workshop, we dared to use paper and pencil to move our hands, which activates different areas of the brain from those we normally use, and helps us to think in new ways. The work proceeded with the avoidance of the use of computers, as this was the aim of the workshop.
Before the work began, the mindset and precautions for creating a state of contemplation and generating new ideas were explained, and the explanation of how to work more effectively was an impressive part of the session. The whole process of customer experience design, as shown in the figure below, started with an overview organization, followed by a deep dive to increase the resolution of the customer, and then proceeded to design the experience based on the facts and analysis.
A unique template is provided so that the participants can follow the template to organize and deepen the overview without hesitation. The facilitator followed up with the participants on how to apply the template to their own work, as each participant’s work and background were different.
During the time for the participants to work on their own hands and compose their ideas, the lecturers and staff members went around the venue and asked the participants to create their own ideas, while asking questions and holding discussions. I was particularly impressed by the fact that the participants continued to work silently, even during breaks.
In order to make this experience available to as many people as possible, we have made the materials used in the workshop available as useful resources. We hope you will find these materials useful when thinking about digital transformation (DX).
Please contact TDC SOFT Inc. if you would like to have a wall-hitting partner for deeper exploration or request facilitation as you fill in the worksheets here on your own.
Testimonials from Participants
We have received the following comments from those who attended the event.
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It was a good opportunity for me to organize my thoughts.
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It was a great learning experience to experience a new way of thinking about a new perspective.
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The advice from the instructors and staff gave me new insights.
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The content was easy to understand and working on my own increased my resolution to my customers.
Please feel free to contact us!
Through this customer experience design workshop, we provided an opportunity to increase the resolution of customers related to
issues of DX promotion, service planning, and user satisfaction respectively, and to grasp new approaches.
TDC SOFT Inc. is committed to solving various issues and concerns in addition to the following issues and concerns. TDC SOFT Inc. is committed to solving a variety of issues and problems in addition to the following
✅Low customer satisfaction due to many complaints and inquiries
✅Review existing business processes from the ideal viewpoint and improve them
✅Want to promote DX, but there are no experts in the company
We also provide training services to develop human resources to address issues, so please feel free to contact us.
Technologies Used
