Geke’s talk at UX Hong Kong was on ‘Service Design: Co-production at the moment of thruth’, and the subsequent workshop was on ‘Multi-channel Customer Journeys: Connecting the touch points’. Also here the group of 80 participants were very engaged. In the course of 4 hours they worked on a series of exercises that helped them to map and analyse a series of customer journeys to come up with a visualisation that explained their insights and advises to innovate the service experience.
Below some pictures to give an impression of the workshop. On the Publications page of this website you can find a selection of the slides for the talk and the workshop available for download (we have removed some of the examples from client projects as they are not free for distribution).