“Sean not only immediately connected with the group and got us to think outside of our normal industry box, but also helped us navigate the dual customer nature of our business, not an easy task… Sean has a style of presentation that allows the audience to feel like they are in a dialogue with him rather than a lecture. And, he is approachable and can capture an audience one-on-one as well as in a group… In a very short time, the group grasped the compelling message that Sean shared and was able to explore our industry’s customer experience with his guidance.”
– Marguerite Watanabe, Event Planner, FICO World
The best way to take your organization to the next level is to take them on a transformation journey. An exceptional facilitators with years of experience, Sean will be your pathfinder and guide to innovation and success. Sean can develop a workshop specific to your organizations needs or lead you through some favorites:
Customer Journey Maps
Your customers are having a journey across all your channels regardless if you are managing it. Customer Journey Maps are a tool to understand your business from your customer’s perspective to improve your customer experience. They help you to understand how customers interact with you today and identify improvement opportunities. From these sessions, you will learn how to:
- Provide a single view across business units of the experience you deliver to your customers
- Define key enabling requirements like skills, processes, data, and measures
- Highlights areas of importance where effort should be applied and areas NOT valued by customers so costs can be optimized
At the end of the session, you will have your own customized journey map for your specific customer that you can implement immediately.
Service Design Blueprints
Where Customer Journey Maps illustrate the omni- channel experience of your customer in your “front-stage” (visible to customer) and “back-stage” (supporting processes), Service blueprints helps to define your “behind-the-scenes” process and technology across departments to support the experience design:
- Identification of the actors involved in the definition of the service by means of appropriate analytical tools
- Definition of possible service scenarios, verifying use cases, and sequences of actions and actors’ roles in order to define the requirements for the service and its logical and organizational structure
- Representation of the service by means of techniques that illustrate all the components of the service, including physical elements, interactions, logical links and temporal sequences
At the end of the session, you will have your own customized service blueprint to your specific organization that you can implement immediately.
Personas are a stand-in for a unique group of people who share common goals. They are fictional representatives—archetypes based on the users’ behaviors and attitudes. Personas give you a common language to talk meaningfully about your customers. They help you to keep on the right targeted audience and build empathy for your customers. In these sessions you will learn:
- How to develop proto-personas – straw man – as a baseline (hypothesis)
- How to conducting qualitative research that includes reviewing the target market segmentation and demographic data to determine accurate segmentation of Buyer and User personas along with Influencers
- How to interview stakeholders, customers, and end-users, in order to gain insight into the solution domain and target customer population to fill-in the details of the personas
At the end of the session, you will have prototype personas customized to your specific market that you can develop your own personas.
Innovation and Design Thinking
Innovation is powered by a thorough understanding of what people want and need in their lives. Design thinking is a discipline that uses the designer’s sensibility and methods to match people’s needs with what is technologically feasible and what a viable business strategy can convert into customer value and market opportunity. In these sessions you will learn:
- The principles of Design Thinking
- The Human-Centered Design process
- How to use creative and open-ended practices with the measured, analytical methods to realize business goals, attract new customers and retain and grow current customers for greater revenue
At the end of the session, you will have a Innovation program customized to your specific business objectives that you can implement immediately.
Net Promoter Score
Net Promoter Score (NPS) is a customer loyalty metric. NPS is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors. By asking one simple question — “How likely is it that you would recommend [your product or service] to a colleague?” — you can track these groups and get a clear measure of our product’s performance through your customers’ eyes. In these sessions, you will learn how to:
- Determine the right sample for your NPS
- Develop a NPS action plan for your organization
- Develop your Close the Loop program
- Measure your results and optimize your program
At the end of the session, you will have the basics for your NPS program including action plans and measures.
Experience Design Maturity Model
Experience Design Maturity Model is a framework that describes an organizations maturity along a continuum. It defines where an organization is and provides a path to reach the next level. The model also provides a benchmark for your organization and relative comparison to other organizations. In this workshop you will learn:
- The five levels defined along the continuum of experience design maturity starting from “Ad Hoc” through awareness, repeatability, predictable to advocate.
- How your business strategy matures at every level from “Survival Mode” through project focused, standardized, and more.
- How to assess your situation, key focal points and KPIs by level.
At the end of the session, you will have know where you are in the maturity model and how to mature to the next level.
Experience Strategy Scorecard and KPIs
It is essential to put your experience design solutions into the context of the market problems they solve, the business objectives they support, and the customer and user needs they meet. Using a scorecard helps organizations balance and achieve their strategic objectives across Financial, Customer, Processes, and Learning and People. In this session, Sean Van Tyne will help you:
- Define the four perspective of your scorecard including how to measure the objectives
- Define target values for those measures
- Define the types of initiatives needed to fulfill the objectives
At the end of the session, you will know how to create, align, measure and manage your User Experience strategy and KPI with your overall company strategy and business measures.
User Experience and Agile Development
This workshop covers the basics of Agile development and how User Experience (UX) best serves this development process. We cover the definitions, activities, tasks and deliverables of the Agile and UX processes including hand-offs and best practices. The session will include lively discussion and hands-on activities.
Sean will work with your leadership teams prior to the workshops to customize the sessions for the Agile development process (SAFe,Lean, Kanban Scrum, etc.) and UX (UCD, HCD, Design Thinking, etc.) you follow.
At the end of the session, you will have a list of what is working well and continue to enhance and opportunities for improvement to inform your operation’s optimization and improvement.