Level: Intermediate
Duration: 3 days over three weeks
Date: TBC
Time: 9.00am - 5.00pm
Certificate of participation is awarded upon 75% attendance for the course.
Transformation, put simply, means change. Change is a natural state of mind and the only constant. Change requires us to take a step back, reflect and re-imagine the future, not as an abstraction, but in the context of humankind and society. When we re- imagine, we create. An important area of the economy facing disruption and requiring transformation will be Services in its many forms, which reach throughout society.
This 3-day course examines how services, once largely physical transactions between buyers and sellers, have now evolved to become digital. Technology is applied to maximise service offerings for greater effectiveness and efficiency, yet service is essentially human-centred. Human-Centred Design (HCD) is the thread that weaves together many valued co-creations in today’s digital landscape. This course will equip learners with the skills to match today's work demands through applying HCD skills which emphasize customer-centric interactions based on users’ needs, wants and desires.
- Human Centered Design Process
- The 3 Phases of UET (Design Thinking)
- What "Services" are About
- Understanding User's Needs, Wants and Desires
- Information Harnessing
- Contextual Inquiry
- Ideation (Re:Imagined)
- Reframing (Re:Create)
- Prototyping
- Concept Storytelling
- Testing & Re-iteration
- Concept Development for Service Blueprint
A. Knowledge and Understanding (Theory Component)
At the end of this course, participants should be able to:
- Implement the UNDERSTAND stage of the Design Thinking process to gather insights.
- Explain the principles of the EXPLORE stage of the Design Thinking process, so as to propagate potential solutions.
- Describe the theory and function of the TEST stage of the Design Thinking process, which includes learning how to refine and re-iterate concepts to achieve a design blue-print.
B. Key Skills (Practical Component)
At the end of this course, participants should be able to:
- Appraise the problem
- Define users' needs, wants & desires
- Collect and use data
- Re-imagine with HMWs or how might we questions
- Prototype and user test
This course is targeted at:
- working professionals involved in or managing the innovation process, ideally with a mix of both strategic and operational responsibilities;
- Senior Managers, Professionals and Advisors interested in innovation and value co-creation;
- any working professional in the service space, Supply Chain Management (SCM), Customer Relations (CRM), any value creation and/or service consumption space.
- At least 18 years of age; and
- GCE 'A' level with two passes (prior to 2006) or two H2 passes (from 2006), or local polytechnic diploma; or International Baccalaureate (IB) Diploma; or NUS High School Diploma
- Applicants with a Technical Diploma from ITE or other Diploma qualification plus an acceptable SAT1 or ACT (with Writing) score may be considered for admission on a case-by-case basis
- If not, at least 5 GCE 'O' Levels & interview
| Time | Agenda |
|---|
| Day 1 |
| 0900 - 1000 | Introduction |
| 1000 - 1200 | Welcome to Human-Centred Design: Re-imagined
Introduction to HCD | Who we are | Workshop Expectations - Course schedule
- Learning outcomes
- Assessment outline
Human-Centred Design/Design Thinking 101…
Trainer will proceed to give a short lecture to introduce design thinking and its three phases of UNDERSTAND, EXPLORE & TEST HCD in-a-flash + Debrief |
| 1200 - 1300 | Lunch |
| 1300 - 1330 | Introduction to Service Design + HCD Project (Learning-By-Doing) |
| 1330 - 1520 | Contextual Inquiry + Activities 01/02 & Other Learning Aids |
| 1520 - 1600 | Concept on Fieldwork Preparation |
| 1600 -1700 | Recap and Debrief |
| Day 2 (1-week gap: Saturday) |
| 0900 - 1015 | Data-Mining + Downloading of Data |
| 1015 - 1200 | Affinity Clustering |
| 1200 - 1300 | Lunch |
| 1300 - 1345 | Persona |
| 1345 - 1515 | Concept on How Might We (Lecture) + Dot Voting 01 |
| 1515 - 1645 | Ideation + Conceptualizing the solution |
| 1645 - 1700 | Recap and Debrief |
| Day 3 (1-week gap: Saturday) |
| 0900 - 0915 | How Tech as an enabler is able to “Up-The-Ante”
Focuses on the use of Technology to transform services-related industries such
as:
SCM - Supply Chain Management
CRM – Retail, Customer Relationship Management
HealthCare – Active & Passive Care
Professional & Security Services – Instantaneous |
| 0915 - 1200 | How to Leverage + Re-strategize + Prototyping 01/02 + Testing |
| 1200 - 1300 | Lunch |
| 1300 - 1400 | Introduction to Story-Telling + Feedback + The Pitch |
| 1400 - 1730 | Final Preparations + Assessment |
| 1730 - 1800 | Workshop Debrief |
- Online Quiz (QUIZ) - 20%
- Individual Assignment (TMA01) - 30%
- Group Based Assignment (GBA) - 50%
- Students have to bring their own laptop on Day 3.
- Students must attend at least 75% of the course to be awarded the certificate or to earn credit.
- Students must complete and pass the assessments.
Kelvin Tan
Over two decades, Kelvin has voyaged from his architectural roots through the design sector, rolling seas of business and eventually to the government sector as a pioneering member of DTIA, Design Thinking and Innovation Academy, before embarking onto X-Foundry. As a journeyman, he has seen and learnt from many. He believes that "teaching a man to fish" is for life. Combining many of life's lessons, grounded in empathy, he empowers individuals to unleash their latent potential for innovation through design.
Please submit the following documents to cet@suss.edu.sg:
- Applicants to submit their online application with a one-time non-refundable application fee of S$64.20 (included prevailing GST)
- Applicants are to produce the following original documents within 7 days for verification:
- NRIC
- All education certificates and academic transcripts
- One recent colour passport-sized photograph
- Venue for document verification:
- Singapore University of Social Sciences, Office of Admission, Block C, Level 1, 463 Clementi Road, Singapore 599494
- Operating Hours: 8.30am to 7.30pm (Mon-Fri), 9.00am to 1.00pm (Sat)
- Application period: 1 April to 31 May 2021
| International Participants | S'poreans (aged below 40) and PRs | SkillsFuture Mid-Career Enhanced Subsidy1
(S'poreans aged 40 and above) | Enhanced Training Support for SMEs2 |
|---|
| Full Course fee (A) | $2400 | $2000 | $2000 | $2000 |
| SSG grant (70%) (B) | - | ($1400) | ($1400) | ($1400) |
| Nett course fee (A) - (B) = (C) | $2400 | $600 | $600 | $600
|
| 7% GST on nett course fee (D) | $168 | $42 | $42 | $42 |
| Total nett course fee payable, including GST (C) + (D) = (E) | $2568 | $642 | $642 | $642 |
| Less additional funding if eligible under various schemes (F) | - | - | ($400) | ($400) |
| Total nett course fee payable, including GST, after additional funding from the various funding schemes (E) - (F) = (G) | $2568 | $642 | $242 | $242 |
1 Mid-Career Enhanced Subsidy: Singaporeans aged 40 and above may enjoy subsidies up to 90% of the course fees.
2 Enhanced Training Support for SMEs: SME-sponsored employees (Singaporean Citizens and PRs) aged 21 and above may enjoy subsidies up to 90% of the course fees.
For SkillsFuture credit, please refer to http://www.skillsfuture.sg/credit. Please note that SkillsFuture credit must be approved by SSG before course payment.
- Participants are required to achieve at least 75% attendance and pass any prescribed examinations/assessments or submit any course/project work (if any) under the course requirement.
- Participants are required to complete all surveys and feedbacks related to the course.
- One-time application fee of $64.20 (inclusive of GST) applies for Credit Bearing courses.
- The course fees are reviewed annually and may be revised. The University reserves the right to adjust the course fees without prior notice. Singapore University of Social Sciences reserves the right to amend and/or revise the above schedule without prior notice.
For clarification, please contact the Centre for Continuing and Professional Education (CCPE) via the following:
Telephone: +65 6248 0263
Email:
CET@suss.edu.sg