case study customer experience · come up with at least 9 new ideas for lego deutschland to improve...
TRANSCRIPT
Customer Experience
One of Germany’s biggest theme parcs wants to improve his customer experience.
Case Study
Customer Experience
One of Germany’s biggest theme parcs wants to improve his customer experience.
Case Study
Who?
Phase 1 - Your customer
Who is LegoLand’s visitor?
Build a persona for your LegoLand Customer.
Customer Experience
What we do.Experience design thinking.
Persona
Focus on the person
One of Germany’s biggest theme parcs wants to improve his customer experience.
Case Study
Customer Experience
One of Germany’s biggest theme parcs wants to improve his customer experience.
Case Study
What?
Phase 2 - Research
Come up with at least 9 new ideas for Lego Deutschland to improve it’s customer experience using design thinking methodology.
Start from the perspective of your persona. Make customer journey/experience/… maps for each persona. (As-is situation)
Research for relevant data (both qualitative and quantitative)
Customer Experience
One of Germany’s biggest theme parcs wants to improve his customer experience.
Case Study
What? Come up with at least 9 new ideas for Lego Deutschland to improve it’s customer experience using design thinking methodology.
Phase 3 - Ideation
Thursday April 30, each group creates an idea portfolio.
Brainstorming, 5-3-6, … Idea Portfolio
Customer Experience
One of Germany’s biggest theme parcs wants to improve his customer experience.
Case Study
What? Come up with at least 9 new ideas for Lego Deutschland to improve it’s customer experience using design thinking methodology.
Phase 3b - Ideation
Deadline for the markttest is May 26th, 2020. Please mail your final idea to [email protected]
Select 2 ideas from any idea portfolio Test these ideas in the market!
A cover story can help to test this in the market. (see template next slide)
You present your idea that you will further prototype in class on May 27th, 2020
Customer Experience
One of Germany’s biggest theme parcs wants to improve his customer experience.
Case Study
What? Come up with at least 9 new ideas for Lego Deutschland to improve it’s customer experience using design thinking methodology.
Customer Experience
One of Germany’s biggest theme parcs wants to improve his customer experience.
Case Study
What?
Phase 4 - Develop
Come up with at least 9 new ideas for Lego Deutschland to improve it’s customer experience using design thinking methodology.
Create a prototype ideas for your selected idea Phase 1 is to create a paper prototype
(The cover story canvas can help to visualize this.)
Why
HowWhat
Customer Experience
One of Germany’s biggest theme parcs wants to improve his customer experience.
Case Study
Why?
Phase 4b - Develop
Why does LegoLand exist? What is their purpose?
Allign your ideas with the why of LegoLand Prototype each idea
Customer Experience
One of Germany’s biggest theme parcs wants to improve his customer experience.
Case Study
What? Come up with at least 9 new ideas for Lego Deutschland to improve it’s customer experience using design thinking methodology.
Use your prototype to do feasibility testing Test & improve your prototype -> You do 5 iterations.
(use the testcards) Describe what you learn out of each phase
Phase 5 - Implement
Customer Experience
One of Germany’s biggest theme parcs wants to improve his customer experience.
Case Study
What?
Phase 6 - Poster
Come up with at least 9 new ideas for Lego Deutschland to improve it’s customer experience using design thinking methodology.
Create a poster for your prototype. You present your poster in class on June 22th, 2020