Let's work together
Interested in working with me? Let's talk; send me a message at
alejandra@sincero.tech.
Design Thinking Workshops I led at Google
Customer Experience and Service Design + Facilitation
My Role: Lead Facilitator and Experience Designer
Timeframe: Ongoing for two years
Total Workshops: 35+
Client: Cross-functional stakeholders from teams in the Hardware Organization
Goal: Guide product teams to understand the end-to-end customer journey with their product (from pre-sale to post-sale) in order to design the ideal customer experience
CURRENT-STATE JOURNEY MAPS AND SERVICE BLUEPRINTS WORKSHOP
Goal
To evaluate and measure new experience initiatives
Methods to achieve goal
- Collaborating with product teams to establish a baseline for each product and key touchpoint
- Using data about customers that drives future growth, the most critical end-to-end journeys, and business initiatives to visualize the experience
- Working with product and program leads to crystallize a customer-centric POV on customer experience business opportunities, based on insights about the current state
FUTURE-STATE DESIGNING AND PROTOTYPING WORKSHOP
Goal
To generate and co-create concepts for customer experience improvements and innovations
Methods to achieve goal
- Collaborating with customer experience champions and cross-functional teams
- Prototyping new concepts to test and validate ideas early, utilizing quick and flexible techniques
GAP ANALYSIS, EXECUTION, AND PLANNING SUPPORT WORKSHOP
Goal
To identify opportunities: gaps between current and future state
Methods to achieve goal
- Collaborating with product team leads
- Facilitating breakdown and documentation of work necessary to enable future vision
- Supporting implementation and change management with communication tools and visualizations (e.g., experience PORs/service blueprints, journey vision decks/posters/videos)
EMPOWER STAKEHOLDERS WITH MINDSETS, METHODS, AND TOOLS OF SERVICE DESIGN WORKSHOP
Goal
To create a shared language and understanding within the Google Hardware organization that promotes customer centricity throughout all processes
Methods to achieve goal
- Influencing and further establishing a shared mental model and vocabulary for end-to-end customer experience through sprints and workshops
- Refining and documenting the evolving formalized service design approach based on internal and external learnings, including recommended approach and resource needs
- Sharing standard practices and tools utilized in the field
