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IxDA Expert Workshop: Beyond NPS

1400-225 King St W, Toronto, ON M5V 3M2, Canada

43.6466703 -79.38857559999997

IxDA Toronto

Description

Beyond NPS – why the ‘silver bullet’ CX metric misses the mark (and how you can rethink the way you measure services) They say that “you deliver services the way you evaluate them,” yet most organizations lean on one-size-fits-all metrics, like ‘Net Promoter Score’ as the silver bullet metric to assess impact. To deliver more user-centered services and drive implementation, organizations must find new ways to translate user needs and behaviours into quantifiable and actionable measurements that demonstrate the shared value created. Spoiler: the answer is not NPS 2.0. In this interactive Expert Workshop we’ll discuss some of the measurement factors that organizations can use to assess service impact (for the user and the organization), and provide activities and tools to create their own shared value measurement framework. In this 3-hour Expert Workshop we will… Introduce a set of criteria for defining the right metrics to effectively measure service impact Equip participants with the tools and theory to create a shared value measurement strategy and customer experience dashboard, using a case study example Using a three-step approach, translate the theory and case example into actionable activities and tools to aid participants in creating their own customized experience metrics dashboard (using their own project inputs) Discuss the new theory and tools and understand where they may be applicable in different organizations, and where participants might face barriers to implementation This workshop is for you if… You’re a seasoned user experience or service designer with hands-on experience applying service design tools and methods (user research, current and future state journey maps, moments that matter, service blueprints, etc.) You’re interested in exploring alternative ways of measuring the value of experiences, from an end user perspective (not just an organizational perspective) You’d like to find a way to demonstrate the impact and ROI of your work as a designer You’ve attended one too many meetings that focused on improving your organization’s (or your client organization’s) NPS score! Session Creators & Facilitators Marie Serrano Policy Advisor, Policy Innovation Hub Ontario Public Service Marie strives to empower government to tackle complex policy challenges in a collaborative and human way, combining Service Design methodologies and strategic thinking. At the Ontario Policy Innovation Hub, Marie applies a human-centric approach and a deep understanding of complex systems to build partnerships, shift mindsets, and develop innovative policies across ministries. Prior to joining the Ontario Public Service, she has guided multiple large private and nonprofit organizations in successfully developing multi-channel experiences and internal participative frameworks. As a Service Design advocate, Marie has trained multiple teams in Service Design fundamentals across sectors and spoken at the Better By Design conference, Service Design Toronto and the OPS Service Design Community of Practice events.Both she and Katie have presented “Beyond NPS” at the SDN Canada Conference and the SDN Global Conference. Follow Marie: @MarieSerrano_ Katie Monteith Director, Experience Consulting PwC Katie is a Director in PwC Canada’s Experience Practice. She helps clients champion the customer voice through large-scale service design and CX transformation programs using design thinking, human-centred design, and co-creation. She’s worked in both public and private sector (across four continents), using service design to redefine a national defense organization’s mandate for service delivery, re-design a bank’s mortgage experience, and imagine the future of telco billing (to name a few). She has an Honours Degree in Design from York University and Sheridan College and an International MBA from IE Business School in Spain. Katie has trained teams on Service Design and brand experience across a variety of industries and has presented at conferences such as the Customer Experience Strategies Summit, Better by Design, and RGD In-House Designers Conference. Both she and Marie have presented “Beyond NPS” at the SDN Canada Conference and the SDN Global Conference. Follow Katie: @KatieMonteith_ Venue Host Adobe Toronto

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Start: 2019-07-11T18:00:00-04:00

End: 2019-07-11T21:30:00-04:00