Customer-Centricity & Design Thinking Workshop

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Agenda – Day 1

Introduction to Customer-Centricity & Design Thinking (~2 hours)
- Customer-Centricity and Design Thinking Concepts
- Explanation of the process & key success factors
- Exercises to with audience to boost creative confidence
- Brief overview of workshop activities
Understanding the Customer – Empathize; Who are we designing for? (~ 4 hours)
- Define Customer & Run Focus Groups
- Define Customer Personas
- Build Persona Empathy Maps
Understanding the Problem (~1 hour)
- Clearly articulate the problem or challenge participants will be addressing
- Engage participants in an empathy-building activity to better understand the end-users
- Divergent Activity: Participants rephrase the problem statement based on persona(s)
- Convergent Activity: Presentation of Problem Statements
- Reflection and Discussion

Agenda – Day 2

Ideation, Part 1 – Generate Ideas and Potential Solutions (~ 1 hour)
- Divergent Activity: Participants brainstorm ideas and potential solutions
- Convergent Activity: Presentation of Ideas
Feedback: Are the ideas good? Useful? Why? Why not?
- Refine the solution. Incorporate ideas into one single solution
- Reflection and Discussion
Ideation, Part 2 – User Journey Mapping (~ 2 hours)
- Define the steps and activities in the customer’s experience
- dentify goals, pain-points, emotions, insights
- Refine the solution based on the Customer’s journey
Prototype and Test Ideas (~ 2 hours)
- Divergent Activity: Rapid Prototyping (= rough and fast); each participant creates a prototype of the most popular idea in form of a storyboard with card
How would the life of the target user look like with the new service or product?
- Convergent Activity: Sharing individual prototypes with team members
Creating one common prototype for the team
- Testing: Are we solving a relevant problem and is the proposed solution desirable?
- Make adjustments based on feedback
Define User Stories for Minimum Viable Solution (~ 1 hour)
Conclusion & Key Takeaways (~30 minutes)

Using a practical hands-on approach, this workshop will support Upwardly Global in the sketching, conception, and early development of an innovation challenge. First, we will expose students to concepts and principles of customer-centricity and design thinking and its importance in problem solving. Then, using an Upwardly Global context, we will use these concepts for problem identification and reframing and insight generation. Finally, through brainstorming, prototyping, and testing we refine ideas to form viable solutions.

Anyone.

None

2 days

Full Price: $0.00
Early Bird Price: $0.00

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Strongly recommend this course. It provides instrumental tools to help the Agile practitioner expand beyond the bounds of dev teams to identify and quantify bottlenecks in the flow/delivery of outcomes from an idea's inception to delivery to customers.

ICON's SAFe DevOps class struck a great balance of establishing foundational concepts and equipping participants with tactical tools to influence outcomes. You’ll take away a tangible game plan to create efficiencies, better empower teams and instill proven practices to transform your delivery pipeline.

I can tell stories or describe capabilities, but it boils down to two things in my experience with ICON – highly skilled, passionate professionals who can also adapt to the local business context.

ICON has not only raised awareness of gaps in our understanding of Agile development, but has been instrumental in closing those gaps through training, coaching, mentoring, and knowledge transfer.

Many thanks to ICON and Dan [James] for his fabulous instruction. This class was not a DevOps refresher. The ongoing discussion and activity forced me to think about my operational value stream in a way I hadn't before. I feel like I have some strong, data-based arguments for change - and that's what it's all about.

Thoroughly enjoyed and learned a great deal from the course. Can't imagine anyone doing it better!

ICON has been a great partner for Vantiv as they have been instrumental in our Agile Transformation, providing knowledgeable, experienced Agile coaching and guidance.

True to the course description, this course will enable Agile leaders to implement 'Order Of Magnitude' advancements, regardless of your company's Agile maturity.

With ICON's help in the Agile transition, our business partners and leadership started realizing the benefit of fast delivery and better-quality software. Agile teams are happier due to being empowered to make a difference and seeing the fruits of their labor faster.

I really enjoyed the course, given the current situation with remote work/learning, ICON has really nailed the ability to deliver this content online. Thank you all so much for a great course.

ICON Agility has been a valued partner for Intrado’s Scaled Agile transformation. Not only have their coaches been top notch, but ICON has also gone the extra mile to work with Intrado in identifying coaches who fit well into our company culture, ensuring we maximized the value of the coaching engagement.

I recently attended one of the highest value, 1-day training sessions of my career. Led by Larry LaSalle and offering a comprehensive look at the pathways and pitfalls to implementing OKRs at enterprise, I heartily recommend this opportunity.

I felt that our Instructors, Kathy and Doug, did an excellent job of presenting the SAFe program. They were diligent about keeping us on track and focused on the end result of making sure that we all understood the processes and practices of SAFe in preparation for the exam. I believe their presentations combined with the interactive activities kept everyone highly engaged.

Thanks to Kathy Marshak I got the highest score I've ever gotten on a SAFe exam.

Tom was a fantastic partner, teaching SAFe for Teams with me Tuesday and Wednesday. I appreciated his knowledge first and foremost, but also his adaptability and collaboration as he was thrown right in and was instrumental in pulling off a successful training. Fingers crossed we get to work together again, but if other ICON partners are half as good to work with as Tom, I’ll be thrilled.

I recently attended one of the highest value, 1-day training sessions of my career. Led by Larry LaSalle and offering a comprehensive look at the pathways and pitfalls to implementing OKRs at enterprise, I heartily recommend this opportunity.

Covid forced training to a fully remote style. The folks at ICON have responded with class offerings that mash up the standard training slides from SAFe with tools that nicely facilitate remote training gaining the engagement of the class participants and team breakouts.

I really appreciated how the perspective of the Architect was always compared to the Business Perspective and IT Perspective. Whether the topic was DevOps, aligning to Strategy, or steps in the Program Increment Planning; it really helped me to see what the Business or IT representative would be thinking, compared to what I need to be thinking about for the architecture, and how to relate to them as collaborators in the process.

The training did a nice job packaging and presenting core software development practices that have been foundational to excellent software development over the last several years.

The SAFe DevOps training helped me understand how DevOps principles and practices are critical to delivering business value faster and equipped me as an RTE to help support our organization's journey towards DevOps. Dan James is one of my favorite SAFe course instructors who brought a depth of knowledge, real-world experience to make concepts understandable, and a fun sense of humor which made the class an engaging experience.

As an instructor, I found Dan James' DevOps class to be extremely well organized, exceptionally presented, and immediately relevant. Our team began using the SAFe methods right after the class and found tremendous benefit, initially saving over 30 hours of waste time in each iteration. We revisit every program increment and continue to see improvement. Our Value Stream and Health Check evaluations continue to be the single most impactful ceremony for our team.

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