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CX-workshops

This is a collection of workshops that you can do with your team. There is everything from how you get to know each other and work as a team, to how you understand customer-centered working methods.

Let these workshop templates guide you in creating impact, coming up with creative ideas, and in exploring how to create solutions that benefit both us and the customer. Have fun!

  1. Work as a team
  2. Understand why and how to work customer-centered
  3. How to understand the current situation
  4. Understand customers, values and create impact
  5. Create short- and longterm visions
  6. Ideation
  7. Design your solution

 

1. Work as a team

Here we have gathered workshops and other things that you can do to enhance the team spirit, and understand where you are going and continuously improve your collaboration.

  • Challenge Canvas (Eng) helps you understand your challenge and get a common view of what to do
  • Check in och check out (Swe) are simple exercises you can do at the beginning or end of the day to get to know each other and take the temperature in the room
  • Energizers (Swe) are perfect little exercises or games that you can do as a break in a long meeting / workshop to increase blood circulation and have some fun together
  • Feedback (Swe) There are several exercises to give at the individual and group level
  • Team canvas (Eng) is an exercise in discussing who you are and enhancing team spirit
  • Reflection and retroperspective (Swe) are tools that you can use to evaluate and improve your team work. If done on a regular basis, your team will keep improving its collaboration and work more efficiently

 

2. Understand why and how to work customer-centered

Here we have two workshops explaining how to work customer-centric with theory, and then a practical exercise for one hour in which the group gets to try the method

 

3. How to understand the current situation

When creating new services, it is important to understand how the process looks today in that area, and how the process is experienced by everyone involved and what needs and frustrations our target group has.

  • Personas (Eng) help you understand your target group but also which ones you should prioritize and how we within SEB view our priority target groups.
  • Customer journey (Swe) is the process when the end user interacts with the entire service and what needs and pain points arise during the journey
  • Service Blueprint (Eng) is a mapping of the entire process as it looks today, both for customers, employees and what internal systems are used.

 

4. Understand customers, values and create impact

It is easy to get right into problem solving mode, but it should always be a structured focus on why we solve a specific problem, and why in that way. It always comes down to what impact we want to create, and for who. Solving the problem often becomes easier when we know what we want to achieve.

  • Perspective canvas (Swe) maps what needs we need to meet both within the organization but also at selected customer groups
  • Effektkartlaggning, (Swe) or Impact map, is about what effects you want to achieve with your solution, and then breaking it down into who uses the solution and what they want to be able to do, which in turn contributes to the desired effect being created.
  • Varde-erbjudande, (Swe) or Value proposition canvas, helps you identify what we need to do to create value and what effects it has on our business

 

5. Create short- and longterm visions

We should aim for the stars, to at least reach the sky. By creating a long term vision of our solution, we will have a clear roadmap of the way ahead, so we then can break it down in smaller pieces and take one step at the time to reach our vision. Although it might be a long way to go, it is important to know where you are going.

  • Storyboard (Eng) is a workshop where you work with a scenario, where a person in your target group uses your solution in a given situation - in your vision. You will agree on what your target scenario is
  • Tänka-känna-göra (Swe) is a simpler version of the storyboard, as you discuss what you want your target group to think, feel and do before, during and after they have used your solution in a dream scenario

 

6. Ideation – how to come up with endless ideas

Ideation is the process in which you generate a lot of creative ideas on what to do. From that, you might twist and tweak them until you have one amazing idea you want to take further. This area consists of three parts; Warm up exercises to wake up the creative part of our brains, Actual exercises in which you generate ideas, and related content you can use if you like, to help you structure and vote among all ideas and some ground rules that should always be followed during an ideation session.

a. Warm-up exercises

  • Five pillars (Swe) is about deciding on five areas about the current situation and then being able to generate ideas for the future
  • Paperclip (Eng) is a simple exercise where you compete in who can think of most things to do with a paper clip - or something completely different!
  • Rita äpplen (Eng) is an exercise where you draw so many different ways you can vary an apple (or something else)

b. Ideation exercises

  • Basic ideation (Eng) is a basic exercise - idea generation in its simplest form
  •  let ’s you generate ideas about different ways to make a solution fantastic both before, during and after using it
  • Adopt your darlings (Eng) is that after you have your own ideas, you should now argue why someone else's idea is the best
  • Tech and Trends Ideation (Eng) is about generating ideas based on special techniques or trends
  • What would Madonna do (Eng) is an exercise where you generate ideas from the perspective of another person or company
  • Pyramidövningen (Eng) is an exercise that helps you see if you can aim for the stars and create even more crazy ideas. Aim for the stars and you will at least reach the sky!

c. Related content

  • Idea cards (Eng) are cards you can use to keep track of all ideas and if you want to use in clustering and prioritization
  • Voting (Eng) is a method of voting on the idea you want to pursue
  • Ground rules of ideation (Eng) are the behaviors we see appropriate when doing an idea generation exercise

 

7. Design your solution

You might know now what you want to do – but what should it actually look like? These workshops let you discuss how your solution should be perceived, what your guiding principles should be, and design how it could and should look like.

  • Design principles (Eng) are about what feeling you want to achieve and convey with your solution, when you know more about what it is you should do.
  • Designstudio (Eng) is a workshop where you draw on paper what the solution to your problem might look like. The purpose is to have many proposals to choose from, and that everyone in the team can participate and contribute.

 

Alternative key words for search: cx cxworkshops ux ux-workshops uxworkshops templates 

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