ICON Webinar: Using Design Thinking to improve the client experience

In the final of the ICON/Deliberate Webinar series, we will be looking at how to go about using Design Thinking as a framework to design better client experiences. We will firstly look at why it is so important to clearly understand the reality of the current situation for clients and to isolate crucial key insights. We will then look at how best to use that insight to develop a broad range of possible solutions or new propositions.

Our focus will then move to testing the desirability of each potential idea with those who really matter - your clients. Finally, we will investigate how to test whether it's even possible to implement the idea, as well as whether its an attractive business proposition for your firm.

This process should become the foundation for developing your competitive advantage.

Presenter details:

Matt Johns
As a qualified former under cover officer, Matt has spent a long time understanding what drives human behaviour. Matt uses his unique experience in the police and as the Acting Chief Strategy Officer at Deloitte to help firms develop a deep understanding of the experience they are currently creating for their customers.

Matt believes the experience your organisation creates for your customers is one of the most powerful competitive advantages you can develop. Yet too many businesses are leaving this to chance and in many cases barely doing enough to keep up with their competition. Together with you, he seeks to understand how they truly feel and think, not just what they are prepared to say.

From this base, he works with you to visualize the end to end experience by tracking the emotive journey of the customer and identifying opportunities to transform the experience. He guides you through a process of targeted ideation to design new, compelling experiences, including robust testing to ensure each new idea will have the desired impact. Ultimately, his goal is to help you design deliberate experiences for your customers that will create true competitive advantage.

Event details: