A few weeks before the GovJam 2011 pilot Adam and Markus did an interview with the good people from Gov2.0Radio. It covers our theatrical tools in a little more detail - especially what they meant for the Jams, and in particular the GovJam.
Check out the full content on Gov2.0Radio here: http://gov20radio.com/2012/06/govjam12-global/
Impression of an investigative rehearsal: Much more than a customer experience tool. It connects the tiny details of the customer experience to the entire service design architecture and indeed to the whole value set of the organisation.
By popular demand - quite literally - we'll be running our hit workshop at the SDN conference in Cologne this week. This time, it will be in German...
We were talking about the theatrical tools we use in service design. We believe they are unusually effective, insightful, approachable and fun. A customer from a large German company comments:
"Speaking from experience with WorkPlayExperience - it's just amazing how the theater setting immediately creates a different mind set with the participants and thus makes them play, interact and learn more (and better)!"
If you are thinking of coming, here is what you get for your 90 minutes.
DOING, NOT TALKING
First, it will be very, very active. I don't believe that people learn much by listening, reading or being talked at, so in our session you will be up on your feet, trying things out.
PURELY PRACTICAL
We will be sharing tools that we use successfully with our clients. They are real, they work. We hope you will adopt them.
A DIFFERENT APPROACH
We use investigative rehearsal in service design work - and that is not the same thing as "practicing" or "roleplay" (which most participants hate, let's be honest). Rehearsal is an iterative, explorative process which taps both creativity and emotion. We'll be showing you how we lead participants into it (even the conservative ones), how we run a rehearsal, and how we use concepts like subtext and dramaturgy to take it to a higher level of co-creation.
The spooky part of investigative rehearsal - and this is part of why theater works - is the way it connects tiny details of the customer experience to the entire service design architecture and indeed to the whole value set of the organisation. At first glance, it can look like a customer experience tool, but it is much more.
This is an updated version of the workshop we gave in Berlin and San Francisco - suitable for people unfamiliar with our work. If we've tickled your fancy, sign up early - each time we run this workshop, it sells out fast. We'll see you on Friday morning.
And if you have any questions, just get in touch. :)
We cannot emphasize enough: Doing, not talking!
Here's a transcript of an interview Adam did with the Design Transitions site. He talks about our work methods, and briefly discuss the Jams.
An interview with Business901
Here is an interview we did with with Business901 about using theater to gain insight into customer experience.
Check out the whole entry at Business901 including some links and related information: http://business901.podbean.com/2012/04/30/insight-into-the-customer-experience-through-theater/
An example of a dramatic arc: How can you create the right dramatic arc for your customers?
Kerry Bodine, principal analyst service customer experience professionals at Forrester Research Inc. writes about our concept of the Dramatic Arc: in her article BOOM! WOW, WOW, WOW, BOOM!! DOES YOUR CUSTOMER EXPERIENCE HAVE A DRAMATIC ARC?
“Every business needs to figure out what their booms are and what their wows are,” says Adam. “For an undertaker, listening to stories about the customer’s lost loved one might be a boom. At Disneyland, it’s fireworks.”
At ServDes 2012 Markus and Marc presented a workshop on "Bridging the gap: A framework to seamlessly move between Service Design and Business". We presented our framework that connects the most important tools in service design (e.g. the service blueprint) with the popular Business Model Canvas.
Participants exploring the connections between service design tools and the business model canvas.
After working on personas, stakeholder maps and customer journeys/service blueprints, participants could....
...create a first draft of their business model canvas in only 10 minutes. Cool? Yes!
