Raghavan
Pensaar Design, INDIA
@alisharaghavan
and her passion for design to create customer experiences that are meaningful
and delightful. Her passion for solving real customer problems led her to starting
her own design firm where she helped several companies in India bring the
focus back to understanding their customers and creating well designed
experiences for them.
Over the last 10 years of her career she has worked at multiple design firms and
tech startups; her focus has been to ensure that design decisions were driven by
an understanding of the customer’s behaviour.
Alisha has done a broad range of work that cuts across domains of healthcare,
FMCG, retail, to education, financial, and manufacturing. Working on projects
across a diverse range of industries has allowed her to mine, map and
understand underlying patterns in human behaviours that drive customers to
interact with brands and businesses the way they do.
Alisha has innate leadership skills, she easily takes on lead roles on projects and
works well with teams to deliver the best customer experience.
She has also been a presenter at HexagonUX, Beehive, and Accelor, speaking
about customer needs, experimentation, design thinking in User Experience
design.
Design Thinking for a Great Customer Experience
Our workshops have a human-centered approach to deal with Growth, Innovation and Problem Solving. Awesome experiences start with developing deep customer insights, creating a clear and well-understood customer benefit and identifying the right problem to solve.
1. Ideas to Action: How to use experimentation to learn and fail fast; We test key assumptions of ideas before implementation to increase chances of success.
2. Creative Problem Solving: Using our ideation techniques and tools help team to go beyond conventional thinking and boost the creative confidence of a product.
3. Customer Segmentation: How to define primary and secondary customer segments and prioritise product development for max impact and adoption.
4. How do you build out an MVP: That integrates business focus and is designed to solve for the customer
5. Prototyping for Gathering Unmet Needs
6. How to conduct customer interviews: Taking advantage of customer interactions by building on your interview skills
7. Defining the right problem to solve: Learning how to articulate the right problem that inspires good ideas
8. How to do a heuristic evaluation of your product
9. Mapping Customer Experiences
Three key takeaways
1) Hands on experience with the Design Thinking process
2) Learning New Research Techniques
3) Understanding how to articulate the right problem that inspires good ideas
Rough outline of the workshop
Discover: Learn how to conduct effective qualitative deep ended research. How
to understand customer behaviour over intent.
Insight: How to synthesize customer data into valuable insights. Defining the
right problem to solve.
Dream: Rapid iteration using tools such as biomimicry, and tech cards.
Disrupt: Iterative prototyping and Experimentation of the selected solutions.
Top Down and Bottom Up; Creating an Organisation-wide Culture of Innovation
Awesome experiences start with developing deep customer insights, creating a
clear and well-understood customer benefit and identifying the right problem to
solve. For organisations to create these meaningful customer experiences, it
requires not only a top down push, but also a bottom up approach.
Through our talk, we will speak about how we have created a culture of
innovation through a dynamic mix of short instructional lectures, with an
emphasis on hands-on learning. This, combined with a real-world innovation
challenge means teams hit the ground running, interviewing and observing
customers in the field to understand what motivates them and develop multiple
problem statements to address. Teams also get to ideate and prototype, test
and re-test to develop fresh, innovative solutions.
We will provide examples of this across organisations such as GM, BI
Worldwide, Nasscom, Visa and several more.
Implementing the design thinking principles and practice learned is the top
priority. We will also talk about creating an action plan for real work projects to
successfully execute innovation within the organization.
Three key takeaways
1) Experience across different organisations/sector
2) Learnings from successes and failures
3) What role can an individual play in driving organisational transformation
