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November 9-13, 2019
Omni Resort at ChampionsGate Orlando, FL
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In service management, it can often be easy to forget who the "end user" really is, so it’s all too easy to make assumptions about what they really want. However, in order to effectively understand our end users’ goals, needs, pain points, and frustrations, it is crucial to obtain data to reinforce or invalidate our assumptions. In this session, you’ll learn why collecting data about your users is important, how to use rigorous methods and frameworks to obtain and analyze data, and how to approach and apply the design thinking process.