AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
201610 Building a Wow Customer Experience using Event Model Generation & Lego Serious Play Approaches Billund convention
1. 10/8/2016 remy.agitateurdidees@gmail.com 1
Billund, October 2016
BUILDING CUSTOMER EXPERIENCE
combining
EVENT MODEL GENERATION
and
LEGO® SERIOUS PLAY®
BUILDING CUSTOMER EXPERIENCE
EVENT MODEL GENERATION
LEGO® SERIOUS PLAY®
4. 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
5. 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)
** **
** http://www.eventmodelgeneration.com/minibook/
EMG canvas explained in 111 seconds.mp4
6. 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
7. Billund, October 2016
The basic fundamentals
Added Value of L.S.P
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Story Telling by Design
3D thinking
Activity, Flow…
9. Billund, October 2016
Le Village By CA
4 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
10. Billund, October 2016
The Challenge
#LEARN #CREATE #SUCCEED
integration days for 1st Year Students
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11. Billund, October 2016
VILLAGE by CA Nantes
Challenge
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 startup
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12. Billund, October 2016
My 1rst Tricky Approach
AT0 Challenge Exploring - Understanding
AT1 Building Individual Models
AT2 Building & Commit a Shared Model
AT3 Creating a Landscape
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AT4 Identify Connections & Relationships
AT5 Building a System
AT6 Playing Emergence & Decisions.
AT7 Extracting Simple Guiding Principles
AT7 AT7 AT6AT6
AT1AT2AT3 AT1AT2AT3 AT1AT2AT3 AT1AT2AT3
AT4AT5AT6
AT4AT5AT6
AT4AT5AT6
13. 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
AT3AT4AT5 AT6
14. Billund, October 2016
End of EMG Process
Reframing the challenge with Sponsor
1. Flexibility at the Service of Performance
2. Internal & External Network Making Startups
More Attractive to Boost their Development
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15. Billund, October 2016
EMG Knowledge LSP Workshop
4 teams of 8 students
Challenge
Build the VILLAGE experience for a Startup
1. Flexibility at the service of performance
2. 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.
17. Billund, October 2016
Playing Village by CA Experience
19https://www.youtube.com/watch?v=NlMSij8PTpA
village by Ca Short.mp4
18. 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
19. 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
20. Billund, October 2016
Next STEPS
EMG – LSP Workshop
Are You Ready to Experience the
EMG Canvas with LSP?
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