201610 building a wow customer experience using event model generation & lego serious play...
TRANSCRIPT
05/01/2023 [email protected] 1
Billund, October 2016
BUILDING CUSTOMER EXPERIENCEcombining
EVENT MODEL GENERATION and
LEGO® SERIOUS PLAY ®
BUILDING CUSTOMER EXPERIENCE
EVENT MODEL GENERATION
LEGO® SERIOUS PLAY ®
Billund, October 2016
The Genesis : Learning by Practice3
“MASTER OF SCIENCE IN MANAGEMENT-ENGINEERING
Twice a year, I used to train* a 100 of engineering students to my Savvy Thinking process to put them in a position of creative and innovative entrepreneurs
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1. Looking Forward
2. Looking for Value
3. Looking for Motivation
4. Looking for Concepts of Experience
5. Looking for Proof of Concept
6. Looking for Acceptance
7. Looking for Sales
8. Looking for Efficiency
9. Looking for Lessons Learned
BMC
* French Students POV 4 min https://www.youtube.com/watch?v=PhRgMq9k2FY
Billund, October 2016
How Design an Awesome Experience
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How to design and test an awesome experience ?– Stakeholders Motivation Drivers
• Attendees (desire of activity, ownership, belonging & competency)• Sponsors (desire of achievement, recognition)• Others (desire of meaning, empowerment)
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** http://www.eventmodelgeneration.com/minibook/
EMG canvas explained in 111 seconds.mp4
Billund, October 2016
The Basic Fundamentals Event Model Generation Canvas (EMG***)
A 10 step methodology where the team involved in the event systematically analyses, describes and outlines the inputs for the components in the final canvas prototypes.
The methodology is sequential and makes use of a range of visual thinking techniques including:
• Empathy Mapping (xplane),• Business Model Canvas (Osterwalder), • Value Proposition Canvas (Osterwalder), • Event ROI Methodology (Phillips ROI Methodology), • Service Design Canvas (Stickdorn & Schneider),• Instructional Design Model (Dick & Carey).
6*** EMG is available under a Creative Commons 4.0 license at www.eventmodelgeneration.com
EMG canvas explained in 111 seconds.mp4
replacing event by experience
I got a hijacked model for CEX Design
https://www.youtube.com/watch?v=okoXIqwQqLk
Billund, October 2016
The basic fundamentalsAdded Value of L.S.P
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Story Telling by Design3D thinking
Activity, Flow…
Billund, October 2016
www.levillagebyca.com Next one will be launch at Nantes in 2017Q1
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Billund, October 2016
Le Village By CA4 Areas of Excellence
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•Villages focused on Innovation & Collaboration– Startups, SMB, Large Accounts,– Academic Research, – C.A. Bank Departments
•Local Ecosystem to boost– Innovation,– Growth ,– Digital Transformation
•International “Village by CA” Network EUROPE : Francfort / Madrid / Moscou / Stockholm / Londres / Milan / Belgrade / Kiev / Varsovie ETATS-UNIS : New York (antenne du Village) ASIE : Dubaï / Hong-Kong / Mumbai (Inde) / Singapour AFRIQUE : Le Caire / Casablanca FRANCE (en 2016) : Côtes d’Armor / Nord de France / Centre-Est / Provence Côtes d’Azur /
Alsace Vosges/Ille et Vilaine, Aquitaine, Centre est
Billund, October 2016
The Challenge#LEARN #CREATE #SUCCEED
integration days for 1st Year Students
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Billund, October 2016
VILLAGE by CA NantesChallenge
What messages to communicate to attract the startups?
Students have no Idea of• What is the Village by CA• What are the pains/opportunities of a 2-
3 years old startup12
Billund, October 2016
My 1rst Tricky Approach
AT0 Challenge Exploring - UnderstandingAT1 Building Individual ModelsAT2 Building & Commit a Shared ModelAT3 Creating a Landscape
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AT4 Identify Connections & RelationshipsAT5 Building a SystemAT6 Playing Emergence & Decisions.AT7 Extracting Simple Guiding Principles
AT7 AT7 AT6AT6
AT1AT2AT3 AT1AT2AT3 AT1AT2AT3 AT1AT2AT3
AT4AT5AT6
AT4AT5AT6
AT4AT5AT6
Billund, October 2016
The Workshop: Momentum
Day 1 (8H) : EMG process Day 2 (6H) : LSP process
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•Challenge Presentation•Personas, Video Sharing•Brainstorming•LSP Skills Building•Reframing the Challenge with the Sponsor
• AT1 Building Individual Models• AT2 Building a Shared Model• AT3 Creating a Landscape• AT4 Connections & Relationships• AT5 Building a System• AT6 Playing Emergence & Decisions.
AT1
AT2
AT3AT4 AT5 AT6
Billund, October 2016
End of EMG ProcessReframing the challenge with Sponsor
1. Flexibility at the Service of Performance2. Internal & External Network Making Startups More
Attractive to Boost their Development16
Billund, October 2016
EMG Knowledge LSP Workshop
4 teams of 8 students
ChallengeBuild the VILLAGE experience for a Startup1. Flexibility at the service of performance2. Internal & external network making startups more attractive, booster of development
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• AT1 Building Individual Models• AT2 Building a Shared Model• AT3 Creating a Landscape• AT4 Connections & Relationships• AT5 Building a System• AT6 Playing Emergence & Decisions.
Billund, October 2016
Playing Village by CA Experience
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village by Ca Short.mp4
Billund, October 2016
The Workshop What We are Going to Use
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LEGO® SERIOUS PLAY® – Window Exploration Bag
– 1 x participant– Connections Kit
– 1 for 2 teams– Identity and Landscape Kit
– 1 for 2 teams– LEGO® Creative Suitcase
– 1 by team
Event Model Generation – 1 full sized (A0) printing of the EMG CANVAS landscape
– 1 by team
Others: Sticky notes of different colors, Some markers, Tables, Camera
Billund, October 2016
Workshop: highlights
Bricks are the Common Language between Teams and the Sponsor
EMG Canvas is the Knowledge Base Keep in mind the principles of LSP
– Facilitator Poses the Question, Individuals Build a Model, Individuals Tell their Story, Questions and Reflections
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BLA
BLA
BLU
BLU
Billund, October 2016
Next STEPS EMG – LSP Workshop
Are You Ready to Experience the EMG Canvas with LSP?
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