CONTACT [email protected] LINKEDIN laurenhollybest ...
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Professional Experience Ideactio (SG) STRATEGIC SERVICE DESIGNER & RESEARCH CONSULTANT 19 • Helping organisations to gain clarity on their business, look at the present and future of their industry, and understand their customers and their pain points. • Using Design Thinking, Human-Centered Design methodology and Business Transformation to define and solve design problems at the service level. • Designing learning and training programs for organizational adoption to align internal stakeholders on company culture and brand experience. • Promoting workplace sustainable practices, wellbeing, educating peers on unconscious bias, inclusivity, and diversity. • Designing and facilitating industry specific workshops, and hackathons to change mindsets and inspire change. • Experience consulting for SMEs and Public Sector, within Retail, Travel, Hospitality and Engineering industries. • Practicing service design tools, principals and methodologies • Creating artefacts, processes, workflows, strategies, learning programs, brand identities, and experiences. • Conducting qualitative and quantitative research with a human-centered design approach. • Following a co-creation approach to foster external and internal Stakeholder engagement and management. • Driving innovation to encourage a change mindset and improve on or transform the clients service based on the needs and values of the user. • Helping companies to adapt to disruptions to their industry or business, in order to bring long-term sustainability. PlasticScene Exhibition LDF 2018 (UK) DESIGN ASSISTANT 18 • Co-organised this exhibition with the focus of elevating the perception of waste plastic, presenting it not just as a material to be feared but one to be embraced, explored and enjoyed. • Provided event management for the PlasticScene Exhibition by James Shaw x Modern Design Review for London Design Festival 2018. • Sourced plastic samples and waste purgings from UK Plastics Manufacturers for the Plastics Library section of the exhibition, to educate visitors on the different types of plastics and the common objects they are used for. • Developed the numbering system for the Library in order to clearly communicate the wide variety of commonly used plastics to create awareness. • Liaised with courier service and international designers to coordinate shipping logistics. CNF MARKETING (CA) CUSTOMER EXPERIENCE & COMMS. 13 -15 • Managed and provided written content to e-commerce sites, social sites, buying guides and website blogs for a group of online retailers. • Managed customer experience across all channels, ensuring a seamless and enjoyable service experience. • Ensured website product presentation and online content was optimised with photos, descriptions, product details and SEO meta tags. • Implemented brand guidelines and merchandising standards across all platforms. • Contributed photography, set styling, and photo editing of current and new product lines. Lauren Best laurenhollybest LINKEDIN [email protected] CONTACT +65 9177 3757 Service Design Drinks Singapore (SG) CO-ORGANISER 19 • Event management as the Co-Organiser of Service Design Drinks Singapore [SDDS], an initiative by Ideactio, as part of a tri city initiative with Taipei and Berlin. • Building a community for people interested in Service Design, User Experience, Customer Experience, Design Thinking, and Social Impact. • Facilitating the exchange of ideas, knowledge and experiences to create new opportunities for an inclusive Service Design community. • Creating curated themed formats and event content by the strategic selection of speakers whom offer diversity through their backgrounds, experiences, and teachings. • Fostering relationships with community members. SharedMind (SG) CO-ORGANISER 19 • Event management as a Co-Organiser of ShareMind Singapore, an initiative by Ideactio. • Creating a community to harness shared minds, to drive thoughts, discourse and action for collective well-being. • Delivering hands-on interactive experiences to event participants through hackathon style workshop exercises and collaboration. • Designed and conducted sessions on: Business Transformation to Empower Innovation, and unlocking the potential of the Base of the Pyramid (BoP). 2030 SDGs Game Facilitator CERTIFICATION FROM IMACOCOLLABO The 2030 SDGs Game is a multiplayer, in-person, card-based game that simulates taking the “real world” into the year 2030. I truly believe that the 2030 SDGs Game can make an impression on participants through showing them the social, economic and environmental possibilities for the future of our world. I hope to deliver this game in schools, communities, and corporation, in order to broaden awareness of the United Nations Sustainable Development Goals for 2030 and show people why we need these goals now. Junior Chamber International (SG) MANDARIN SINGAPORE CHAPTER MEMBER Junior Chamber International (JCI) is a non-profit international non-governmental organization of young people between 18 and 40 years old. Our mission is to create sustainable solutions to the challenges faced by local and global communities. These challenges align with the United Nations 2030 Sustainability Development Goals (UNSDGs). As part of this organization I will work to localising the SDGs to create awareness and show people the impact they can have in their everyday lives. In the process of meeting these needs, I will be able to develop my skills in project management, chairmanship, leadership, volunteer management, negotiation, fund raising, and partnership.
Transcript of CONTACT [email protected] LINKEDIN laurenhollybest ...
P r o f e s s i o n a l E x p e r i e n c e
I d e a c t i o ( S G )S T R AT E G I C S E R V I C E D E S I G N E R & R E S E A R C H C O N S U LTA N T 1 9
• He l p i n g o r g an i s a t i on s t o g a i n c l a r i t y on t he i r bu s i ne s s , l ook a t t he p r e sen t and f u t u r e o f t he i r i ndu s t r y, a nd unde r s t and t he i r c u s tomer s and t he i r p a i n po i n t s .
• Us i n g De s i g n Th i n k i n g , Human -Cen te r ed Des i g n me thodo log y and Bu s i ne s s Tr an s fo r ma t i on to de f i n e and so l ve de s i g n p rob l ems a t t he s e r v i c e l e ve l .
• De s i g n i n g l e a r n i n g and t r a i n i n g p rog r ams fo r o r g an i z a t i ona l adop t i on to a l i g n i n t e r n a l s t a keho l de r s on company cu l t u r e and b r and expe r i en ce .
• P romot i n g wor kp l a ce s u s t a i n ab l e p r a c t i c e s , we l l b e i n g , educa t i n g pee r s on uncon s c i ou s b i a s , i n c l u s i v i t y, a nd d i ve r s i t y.
• De s i g n i n g and f a c i l i t a t i n g i ndu s t r y s pec i f i c wo r k shop s , a nd h a c k a t hon s to ch ange m ind se t s a nd i n sp i r e ch ange .
• Expe r i en ce con su l t i n g fo r SMEs and Pub l i c Se c to r, w i t h i n Re t a i l , Tr ave l , Hosp i t a l i t y a nd Eng i nee r i n g i ndu s t r i e s .
• P r a c t i c i n g s e r v i c e de s i g n too l s , p r i n c i p a l s a nd me thodo log i e s
• C rea t i n g a r t e f a c t s , p roce s s e s , wo r k f l ows , s t r a t e g i e s , l e a r n i n g p rog r ams , b r and i den t i t i e s , a nd expe r i ence s .
• Conduc t i n g qua l i t a t i ve and quan t i t a t i ve r e s e a r ch w i t h a human - cen t e r ed de s i g n app roach .
• Fo l l ow i n g a co - c r e a t i on app roach to fo s t e r ex t e r n a l a nd i n t e r n a l S t a keho l de r eng a gemen t and managemen t .
• Dr i v i n g i nnova t i on to encou r a ge a ch ange m ind se t a nd imp rove on o r t r a n s fo r m t he c l i e n t s s e r v i c e b a sed on t he need s and v a l ue s o f t he u se r.
• He l p i n g compan i e s t o adap t t o d i s r up t i on s t o t he i r i ndu s t r y o r bu s i ne s s , i n o rde r t o b r i n g l ong - t e r m su s t a i n ab i l i t y.
P l a s t i c S c e n e E x h i b i t i o n L D F 2 0 1 8 ( U K )D E S I G N A S S I S TA N T 1 8
• C o - o r g a n i s e d t h i s e x h i b i t i o n w i t h t h e f o c u s o f e l e v a t i n g t h e p e r c e p t i o n o f w a s t e p l a s t i c , p r e s e n t i n g i t n o t j u s t a s a m a t e r i a l t o b e f e a r e d b u t o n e t o b e e m b r a c e d , e x p l o r e d a n d e n j o y e d .
• P r o v i d e d e v e n t m a n a g e m e n t f o r t h e P l a s t i c S c e n e E x h i b i t i o n b y J a m e s S h a w x M o d e r n D e s i g n R e v i e w f o r L o n d o n D e s i g n F e s t i v a l 2 0 1 8 .
• S o u r c e d p l a s t i c s a m p l e s a n d w a s t e p u r g i n g s f r o m U K P l a s t i c s M a n u f a c t u r e r s f o r t h e P l a s t i c s L i b r a r y s e c t i o n o f t h e e x h i b i t i o n , t o e d u c a t e v i s i t o r s o n t h e d i f f e r e n t t y p e s o f p l a s t i c s a n d t h e c o m m o n o b j e c t s t h e y a r e u s e d f o r.
• D e v e l o p e d t h e n u m b e r i n g s y s t e m f o r t h e L i b r a r y i n o r d e r t o c l e a r l y c o m m u n i c a t e t h e w i d e v a r i e t y o f c o m m o n l y u s e d p l a s t i c s t o c r e a t e a w a r e n e s s .
• L i a i s e d w i t h c o u r i e r s e r v i c e a n d i n t e r n a t i o n a l d e s i g n e r s t o c o o r d i n a t e s h i p p i n g l o g i s t i c s .
C N F M A R K E T I N G ( C A )C U S TO M E R E X P E R I E N C E & C O M M S . 1 3 - 1 5
• M a n a g e d a n d p r o v i d e d w r i t t e n c o n t e n t t o e - c o m m e r c e s i t e s , s o c i a l s i t e s , b u y i n g g u i d e s a n d w e b s i t e b l o g s f o r a g r o u p o f o n l i n e r e t a i l e r s .
• M a n a g e d c u s t o m e r e x p e r i e n c e a c r o s s a l l c h a n n e l s , e n s u r i n g a s e a m l e s s a n d e n j o y a b l e s e r v i c e e x p e r i e n c e .
• E n s u r e d w e b s i t e p r o d u c t p r e s e n t a t i o n a n d o n l i n e c o n t e n t w a s o p t i m i s e d w i t h p h o t o s , d e s c r i p t i o n s , p r o d u c t d e t a i l s a n d S E O m e t a t a g s .
• I m p l e m e n t e d b r a n d g u i d e l i n e s a n d m e r c h a n d i s i n g s t a n d a r d s a c r o s s a l l p l a t f o r m s .
• C o n t r i b u t e d p h o t o g r a p h y, s e t s t y l i n g , a n d p h o t o e d i t i n g o f c u r r e n t a n d n e w p r o d u c t l i n e s .
Lauren Bestl a u r enho l l y be s tL I N K E D I Nl a u r en . h . be s t@gma i l . c omC O N TA C T
+65 9177 3757
S e r v i c e D e s i g n D r i n k s S i n g a p o r e ( S G )C O - O R G A N I S E R 1 9
• E v e n t m a n a g e m e n t a s t h e C o - O r g a n i s e r o f S e r v i c e D e s i g n D r i n k s S i n g a p o r e [ S D D S ] , a n i n i t i a t i v e b y I d e a c t i o , a s p a r t o f a t r i c i t y i n i t i a t i v e w i t h Ta i p e i a n d B e r l i n .
• B u i l d i n g a c o m m u n i t y f o r p e o p l e i n t e r e s t e d i n S e r v i c e D e s i g n , U s e r E x p e r i e n c e , C u s t o m e r E x p e r i e n c e , D e s i g n T h i n k i n g , a n d S o c i a l I m p a c t .
• F a c i l i t a t i n g t h e e x c h a n g e o f i d e a s , k n o w l e d g e a n d e x p e r i e n c e s t o c r e a t e n e w o p p o r t u n i t i e s f o r a n i n c l u s i v e S e r v i c e D e s i g n c o m m u n i t y.
• C r e a t i n g c u r a t e d t h e m e d f o r m a t s a n d e v e n t c o n t e n t b y t h e s t r a t e g i c s e l e c t i o n o f s p e a k e r s w h o m o f f e r d i v e r s i t y t h r o u g h t h e i r b a c k g r o u n d s , e x p e r i e n c e s , a n d t e a c h i n g s .
• F o s t e r i n g r e l a t i o n s h i p s w i t h c o m m u n i t y m e m b e r s .
S h a r e d M i n d ( S G )C O - O R G A N I S E R 1 9
• E v e n t m a n a g e m e n t a s a C o - O r g a n i s e r o f S h a r e M i n d S i n g a p o r e , a n i n i t i a t i v e b y I d e a c t i o .
• C r e a t i n g a c o m m u n i t y t o h a r n e s s s h a r e d m i n d s , t o d r i v e t h o u g h t s , d i s c o u r s e a n d a c t i o n f o r c o l l e c t i v e w e l l - b e i n g .
• D e l i v e r i n g h a n d s - o n i n t e r a c t i v e e x p e r i e n c e s t o e v e n t p a r t i c i p a n t s t h r o u g h h a c k a t h o n s t y l e w o r k s h o p e x e r c i s e s a n d c o l l a b o r a t i o n .
• D e s i g n e d a n d c o n d u c t e d s e s s i o n s o n : B u s i n e s s Tr a n s f o r m a t i o n t o E m p o w e r I n n o v a t i o n , a n d u n l o c k i n g t h e p o t e n t i a l o f t h e B a s e o f t h e P y r a m i d ( B o P ) .
2 0 3 0 S D G s G a m e F a c i l i t a t o rC E RT I F I C AT I O N F RO M I M AC O C O L L A B O
T h e 2 0 3 0 S D G s G a m e i s a m u l t i p l a y e r, i n - p e r s o n , c a r d - b a s e d g a m e t h a t s i m u l a t e s t a k i n g t h e “ r e a l w o r l d ” i n t o t h e y e a r 2 0 3 0 .
I t r u l y b e l i e v e t h a t t h e 2 0 3 0 S D G s G a m e c a n m a k e a n i m p r e s s i o n o n p a r t i c i p a n t s t h r o u g h s h o w i n g t h e m t h e s o c i a l , e c o n o m i c a n d e n v i r o n m e n t a l p o s s i b i l i t i e s f o r t h e f u t u r e o f o u r w o r l d .
I h o p e t o d e l i v e r t h i s g a m e i n s c h o o l s , c o m m u n i t i e s , a n d c o r p o r a t i o n , i n o r d e r t o b r o a d e n a w a r e n e s s o f t h e U n i t e d N a t i o n s S u s t a i n a b l e D e v e l o p m e n t G o a l s f o r 2 0 3 0 a n d s h o w p e o p l e w h y w e n e e d t h e s e g o a l s n o w.
J u n i o r C h a m b e r I n t e r n a t i o n a l ( S G )M A N DA R I N S I N G A P O R E C H A P T E R M E M B E R
J u n i o r C h a m b e r I n t e r n a t i o n a l ( J C I ) i s a n o n - p r o f i t i n t e r n a t i o n a l n o n - g o v e r n m e n t a l o r g a n i z a t i o n o f y o u n g p e o p l e b e t w e e n 1 8 a n d 4 0 y e a r s o l d . O u r m i s s i o n i s t o c r e a t e s u s t a i n a b l e s o l u t i o n s t o t h e c h a l l e n g e s f a c e d b y l o c a l a n d g l o b a l c o m m u n i t i e s . T h e s e c h a l l e n g e s a l i g n w i t h t h e U n i t e d N a t i o n s 2 0 3 0 S u s t a i n a b i l i t y D e v e l o p m e n t G o a l s ( U N S D G s ) .
A s p a r t o f t h i s o r g a n i z a t i o n I w i l l w o r k t o l o c a l i s i n g t h e S D G s t o c r e a t e a w a r e n e s s a n d s h o w p e o p l e t h e i m p a c t t h e y c a n h a v e i n t h e i r e v e r y d a y l i v e s .
I n t h e p r o c e s s o f m e e t i n g t h e s e n e e d s , I w i l l b e a b l e t o d e v e l o p m y s k i l l s i n p r o j e c t m a n a g e m e n t , c h a i r m a n s h i p , l e a d e r s h i p , v o l u n t e e r m a n a g e m e n t , n e g o t i a t i o n , f u n d r a i s i n g , a n d p a r t n e r s h i p .
W h o a m I ?
I a m a H u m a n - C e n t e r e d D e s i g n p r a c t i t i o n e r w i t h t h e d r i v i n g f a c t o r o f m a k i n g t h e w o r l d a b e t t e r p l a c e .
I a m a G l o b a l C i t i z e n , b o r n i n C a n a d a , w h o h a s s t u d i e d i n C a n a d a , t h e U K , a n d A u s t r a l i a .
F r o m m y e d u c a t i o n a l a n d p r o f e s s i o n a l e x p e r i e n c e i n t h e a r e a s o f B u s i n e s s , C o m m u n i c a t i o n s , P r o d u c t & F u r n i t u r e D e s i g n , a n d S e r v i c e D e s i g n , I h a v e b e c o m e a s e l f - m o t i v a t e d a n d p r o - a c t i v e p r o b l e m s o l v e r.
I v a l u e t h e i m p o r t a n c e o f d e t a i l a n d g e n u i n e s t o r y t e l l i n g , i n o r d e r t o e d u c a t e o t h e r s , c h a n g e m i n d s e t s , a n d b r i n g p e o p l e t h e t o o l s t h e y n e e d t o b e t h e b e s t v e r s i o n s o f t h e m s e l v e s — a l l t h r o u g h c r e a t i n g i m p a c t f u l e x p e r i e n c e s .
I a m l e d b y c u r i o s i t y . T h e w o r l d i s c h a n g i n g e v e r y d a y, e v e r y m i n u t e , e v e r y s e c o n d — s o d e s i g n e r s m u s t r e a c t w i t h i t . L i k e V i c t o r P a p a n e k s h a r e s i n h i s b o o k , D e s i g n f o r t h e R e a l Wo r l d , I a g r e e w i t h t h e o p i n i o n t h a t d e s i g n e r s h o l d t h e r e s p o n s i b i l i t y t o d e s i g n t o b o t h h i g h s o c i a l a n d m o r a l v a l u e s w h e n i t c o m e s t o t h e a c t u a l n e e d s o f t h e w o r l d . I b e l i e v e t h a t a n y o n e h a s t h e p o w e r t o b e a d e s i g n e r.
I f i n d c o m f o r t i n b e i n g o u t o f m y c o m f o r t z o n e , a n d I w i l l c o n t i n u e t o a l w a y s b e c u r i o u s b y t h e u n k n o w n .
L I N K E D I Nl a u r en . h . be s t@gma i l . c omC O N TA C T+65 9177 3757
W h a t i s m y M a n i f e s t o ?
t o o l s t o e n h a n c e w e l l - b e i n g ,
s u s t a i n a b l e s o l u t i o n s ,
p r o j e c t s w i t h p e o p l e , f o r p e o p l e a n d t h e p l a n e t ,
a n d c h a n g e i n t h e w o r l d .
I w a n t t o t a k e o n t h e r e s p o n s i b i l i t y t o c r e a t e . . .
E d u c a t i o n a l E x p e r i e n c e
K i n g s t o n S c h o o l o f A r t ( U K )B A H O N S P RO D U C T & F U R N I T U R E D E S I G N 1 8
F I R S T C L A S S H O N O U R S
D I S S E R TAT I O N
H o w w i l l i n n o v a t i v e m a t e r i a l t e x t i l e s p l a y a
s i g n i f i c a n t r o l e i n i m p a c t i n g w e l l - b e i n g f o r p e o p l e
a n d t h e p l a n e t ?
K I N G S T O N U N I V E R S I T Y E N T E R P R I S E !
B R I G H T I D E A S G R A N D P R I Z E W I N N E R 1 6
T h e i d e a w a s t o s t a r t a c r e a t i v e d e s i g n a g e n c y f o r K i n g s t o n U n i v e r s i t y D e s i g n S t u d e n t s t o e n a b l e t h e m t o wo r k w i t h l o c a l a n d i n t e r n a t i o n a l c l i e n t s .
S T U D E N T A M B A S S A D O R 1 5 - 1 8F a c i l i t a t i n g g r o u p l e a r n i n g f o r p e o p l e i n t e r e s t e d t o l e a r n m o r e a b o u t u n i v e r s i t y l i f e .
C e n t r a l S a i n t M a r t i n s ( U K ) 3 - D D E S I G N F O U N DAT I O N D I P L O M A 1 5
D I S T I N C T I O N
R e d R i v e r C o l l e g e ( C A ) C R E AT I V E C O M M U N I C AT I O N S D I P L O M A 1 3
P r a c t i c a l h a n d s - o n l e a r n i n g i n t h e a r e a s o f P u b l i c R e l a t i o n s , M e d i a P r o d u c t i o n , A d v e r t i s i n g , a n d J o u r n a l i s m .
B U S I N E S S A D M I N I S T R AT I O N D I P L O M A 1 1
A c a d e m y X i ( A U S ) S E R V I C E D E S I G N AC C E L E R AT E 1 8
Lauren Best
T h e E c o n o m i s t ( M Y )E V E N T V O L U N T E E R 1 8
• Vo l u n t e e r e d a t t h e ‘ S u s t a i n a b i l i t y S u m m i t 2 0 1 8
A s i a - G o i n g F u l l C i r c l e ’ w h i c h t o o k p l a c e i n K u a l a L u m p u r, M a l a y s i a , a n d w a s o r g a n i z e d b y T h e E c o n o m i s t E v e n t s - A s i a - P a c i f i c .
• A s s i s t e d d u r i n g t h e Q & A s e s s i o n s t o e n s u r e q u e s t i o n s w e r e c o m m u n i c a t e d t o p a n e l m e m b e r s i n a t i m e l y f a s h i o n .
• A t t e n d e d t h e s e s s i o n s w h i c h d i s c u s s e d w a y s f o r A s i a t o e m b r a c e t h e c i r c u l a r e c o n o m y, a n d i n d o i n g s o , t o i m p r o v e s o c i a l s e r v i c e s , o f f s e t t h e c a u s e s o f c l i m a t e c h a n g e a n d a c h i e v e s u s t a i n a b l e e c o n o m i c g r o w t h .
G l o b a l I n i t i a t i v e s ( S G )E V E N T C O M M U N I C AT I O N S V O L U N T E E R 1 9
• Vo l u n t e e r e d a t t h e ‘ R e s p o n s i b l e B u s i n e s s F o r u m o n
S u s t a i n a b l e D e v e l o p m e n t - # C I R C U L A R I T Y 2 0 3 0 ’ w h i c h t o o k p l a c e i n S i n g a p o r e b y G l o b a l I n i t i a t i v e s - A s i a - P a c i f i c .
• A s s i s t e d t h e m e d i a m a n a g e r w i t h i n t e r n a l c o m m u n i c a t i o n c o v e r a g e i n c l u d i n g t r a n s c r i p t i o n a n d c o l l e c t i n g q u o t e s , w o r k i n g o n t h e p r e s s r e l e a s e w i t h t h e c o m m u n i c a t i o n s t e a m , a s s i s t i n g m e d i a w i t h t h e i r i n t e r v i e w s ( A s i a n G e o g r a p h i c )
• A c q u i r e d f u r t h e r p e r s p e c t i v e o n t h e i m p o r t a n c e o f f i n a n c e , r o l e s o f i n n o v a t i o n , t e c h n o l o g y, s e r v i t i z a t i o n , b u s i n e s s w i t h p u r p o s e , l o c a l i z a t i o n , e q u a l i t y , s u s t a i n a b l e c o n s u m p t i o n , c o l l a b o r a t i o n , s y s t e m i c c h a n g e , j o b s o f t h e f u t u r e , a n d r e g e n e r a t i v e b u s i n e s s m o d e l s , f o r t r a n s f o r m i n g o u r d e s t r u c t i v e l i n e a r e c o n o m y i n t o a z e r o w a s t e s o c i e t y.
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D E S I G N T H I N K I N G S E R V I C E D E S I G N T R A N S F O R M AT I O N L E A R N I N G D E S I G N W O R K S H O P F A C I L I TAT I O N R E S E A R C H E X P E R I E N C E D E S I G N P R O D U C T D E S I G N
Business Transformation for Travel Agents Planning an Innovat ion
Study Tr ip to China for
18 S ingaporean Travel
Delegates
Business Transformation for Travel Agents Business Des ign Think ing
Toolk i t for S ingapore TAs
Internat ional izat ion Strategy, Brand & Service Standards, and Employee Training Program for a F&B Group
Designing Behaviours Through Interact ion and Technology to Improve Hygiene
Product Design to Increase Comfort and Promote Adventure
Design Br ief for a Publ ic Service Organizat ion’s Workspace Transformation
Business Transformation for an Intel l igent Maths Tutor ing Platform
Plast ic L ibrary to Educate Publ ic on the Types of Commonly Used Plast ics
Business Innovation Train-the-Trainer Programme for Retai l Business Advisors
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04 05 06
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Lauren Best
Showroom Service Experience for an Elevator Design and Service Company
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t h e i r c u r r e n t b u s i n e s s , c u s t o m e r s , a n d
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a s t h e D e s i g n T h i n k i n g M e t h o d o l o g y
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Tr a n s f o r m a t i o n . A f t e r c r e a t i n g m i n d -
s e t c h a n g e a m o n g s t p a r t i c i p a n t s , a
s e r i e s o f h a n d s - o n a c t i v i t i e s w e r e
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c r e a t e a n e w i n n o v a t i v e c u s t o m e r-
c e n t r i c b u s i n e s s i d e a .
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f i n a n c e s , a n d t a l e n t a r e c h a l l e n g e s
t h a t a r e p r e v e n t i n g Tr a v e l A g e n c i e s
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we l l a s t a l e n t a t t r a c t i o n a n d r e t e n t i o n .
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s u p p o r t i n g Tr a v e l A g e n c i e s t o v a l u e -
a d d w i t h b e t t e r a n d d i f f e r e n t i a t e d
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t h e m w i t h t h e t o o l s t h e y n e e d t o s t a y
r e l e v a n t a n d s u i t t h e f u t u r e n e e d s o f
t h e i r c u s t o m e r s ?
Business Transformation for Travel Agents Design Think ing Tra in ing Workshops
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o v e r s e a s Tr a v e l C o m p a n i e s w h o o f f e r
v a l u e - a d d e d e x p e r i e n c e s t o t h e i r
c u s t o m e r s a n d h a v e d i f f e r e n t i a t e d
t h e m s e l v e s f r o m t h e i r c o m p e t i t o r s ?
Business Transformation for Travel AgentsPlanning an Innovat ion Study Tr ip to China for 18 S ingaporean Travel Delegates
I N N O VAT I O N S T U DY T R I P W I T H I D E A C T I O
I N N OVAT I O N S T U DY T R I P w a s
e n j o y e d b y 2 0 S i n g a p o r e Tr a v e l
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a n d S h a n g h a i . T h e Tr a v e l A g e n t s
w e r e e x p o s e d t o a c u r a t e d b u n c h
o f t e c h n o l o g y s o l u t i o n p r o v i d e r s
a n d i n n o v a t i v e c o m p a n i e s f r o m b o t h
Tr a v e l a n d o t h e r i n d u s t r i e s , o f f e r i n g
t h e m p e r s p e c t i v e a n d l e a r n i n g s m e a n t
t o i n s p i r e t h e m t o c o n t i n u e o n t h e i r
o w n t r a n s f o r m a t i o n j o u r n e y s .
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P l a n n i n g w i t h C h i n a C o m p a n i e s
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f i n a n c e s , a n d t a l e n t a r e c h a l l e n g e s
t h a t a r e p r e v e n t i n g Tr a v e l A g e n c i e s
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k e e p u p w i t h m a c r o e n v i r o n m e n t a l
c h a l l e n g e s f r o m c o n s u m e r d e m a n d s ,
c o m p e t i t i o n , d i s i n t e r m e d i a t i o n , a s
we l l a s t a l e n t a t t r a c t i o n a n d r e t e n t i o n .
S i n g a p o r e To u r i s m B o a r d [ S T B ] i s
s u p p o r t i n g Tr a v e l A g e n c i e s t o v a l u e -
a d d w i t h b e t t e r a n d d i f f e r e n t i a t e d
s e r v i c e s , e n t e r n e w m a r k e t s o r
s e e k o u t n i c h e s e g m e n t s , a s w e l l a s
r e d e s i g n j o b s a n d u p s k i l l s t a f f s o t h a t
t h e s e c o m p a n i e s s t a y a l i v e .
0 1 B
B D T TO O L K I T a l l o w s Tr a v e l A g e n t s
t o w a l k t h e m s e l v e s t h r o u g h t h e
D e s i g n T h i n k i n g p r o c e s s i n 3 d e s i g n
s t a g e s a n d 1 2 t o o l s [ I d e a c t i o ’ s L O O K ,
T H I N K , M A K E M e t h o d o l o g y ] , w h i c h
s u p p o r t s t h e m i n i n n o v a t i n g a n d
t r a n s f o r m i n g t h e i r b u s i n e s s e s w i t h a
C u s t o m e r- C e n t r i c a p p r o a c h .
T h i s k i t i s c o m p r i s e d o f 4 a r t e f a c t s
w h i c h o f f e r c a s e s t u d y e x a m p l e s
a n d i n s t r u c t i o n s o f a c t i v i t i e s f o r
t r a v e l a g e n t s t o c o - c r e a t e a B u s i n e s s
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s t a k e h o l d e r s .
TO O L K I T W I T H I D E A C T I O
O P P O R T U N I T Y
H o w M i g h t We . . .
s u p p o r t Tr a v e l A g e n t s t o i n t e r n a l l y
a d m i n i s t e r D e s i g n T h i n k i n g a c t i v i t i e s
w i t h t h e i r t e a m i n o r d e r t o t r a n s f o r m
t h e i r b u s i n e s s e s t o m e e t t h e f u t u r e
n e e d s o f t h e i r c u s t o m e r s ?
O U T C O M E
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I n d u s t r y F o r u m 2 0 1 9
Business Transformation for Travel Agents Business Des ign Think ing Toolk i t for S ingapore TAs
C H A L L E N G E
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f i n a n c e s , a n d t a l e n t a r e c h a l l e n g e s
t h a t a r e p r e v e n t i n g Tr a v e l A g e n c i e s
i n S i n g a p o r e f r o m t r a n s f o r m i n g t o
k e e p u p w i t h m a c r o e n v i r o n m e n t a l
c h a l l e n g e s f r o m c o n s u m e r d e m a n d s ,
c o m p e t i t i o n , d i s i n t e r m e d i a t i o n , a n d
t a l e n t a t t r a c t i o n a n d r e t e n t i o n .
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s u p p o r t i n g Tr a v e l A g e n c i e s t o v a l u e -
a d d w i t h b e t t e r a n d d i f f e r e n t i a t e d
s e r v i c e s , e n t e r n e w m a r k e t s o r
s e e k o u t n i c h e s e g m e n t s , a s w e l l a s
r e d e s i g n j o b s a n d u p s k i l l s t a f f s o t h a t
t h e s e c o m p a n i e s s t a y a l i v e .
0 1 C
INTERNATIONAL ISAT ION STRATEGY
f o r N J G r o u p w a s c r e a t e d w i t h 4
E n t r y S t r a t e g i e s f o r e x p l o r a t i o n
w h e n m o v i n g i n t o n e w i n t e r n a t i o n a l
m a r k e t s .
B r a n d g u i d e l i n e s w e r e d e s i g n e d f o r
b o t h N J G r o u p a n d t h e i r r e s t a u r a n t
R e l i s h t o d i f f e r e n t i a t e t h e i r i d e n t i t i e s
f r o m t h e p a r e n t h o t e l t h a t t h e y
o p e r a t e i n .
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N J E x p e r i e n c e ’ , w a s c r e a t e d a s a n
e x p e r i e n c e t h a t i s u n i q u e t o N J
G r o u p w h i c h c e l e b r a t e s d i v e r s i t y i n
t h e i r p e o p l e a n d f o o d , a n d c r e a t e s
i n c l u s i v e c o m f o r t f o r a l l . T h i s
e x p e r i e n c e i s s u p p o r t e d b y s e r v i c e
p r i n c i p l e s a n d g u i d e l i n e s f o r N J s t a f f
t o s h o w t h i s e x p e r i e n c e i n w h a t t h e y
d o f o r t h e c u s t o m e r s .
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t o o n b o a r d n e w e m p l o y e e s a t e v e r y
N J e s t a b l i s h m e n t . 4 t y p e s o f t r a i n i n g
c a r d s a n d a t r a i n i n g w o r k b o o k t a k e
t r a i n e e ’ s t h r o u g h a s e r i e s o f L e s s o n s ,
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g a i n p r a c t i c a l k n o w l e d g e a n d t h e
c o n f i d e n c e t h e y n e e d t o d e l i v e r
N J ’ s B r a n d E x p e r i e n c e a n d S e r v i c e
D e l i v e r y S t a n d a r d s , a n d e m b o d y N J ’ s
S e r v i c e P r i n c i p l e s .
P R I YA PA N D A N , AT I D E A C T I OP R O J E C T W I T H H U I Y I N G A U , F E L I C I A
C H A L L E N G E
N J G r o u p h a s d r e a m s o f s h a r i n g t h e i r
f o o d & b e v e r a g e e x p e r i e n c e w i t h
p e o p l e a c r o s s t h e g l o b e . W i t h t h e i r
c u r r e n t r e s t a u r a n t e s t a b l i s h m e n t s
o p e r a t i n g w i t h i n h o t e l s i n S i n g a p o r e ,
t h e y l a c k t h e i n t e r n a t i o n a l f & b
e x p e r i e n c e t h a t t h e s e h o t e l s a r e
l o o k i n g f o r i n a f & b p a r t n e r w h e n
t h e y o p e n n e w h o t e l s o v e r s e a s . N J
G r o u p w a n t s t o o p e n t h e i r f i r s t
o v e r s e a s o u t l e t s o t h a t t h e y c a n
c o n t i n u e t o e x p a n d i n t e r n a t i o n a l l y ,
w i t h o r w i t h o u t p a r t n e r s .
O P P O R T U N I T Y
H o w M i g h t We . . .
c r e a t e a i n t e r n a t i o n a l i z a t i o n s t r a t e g y
f o r N J G r o u p t h a t s u p p o r t s t h e
o r g a n i z a t i o n a l i n t e n t , a n d s t a n d a r d i z e
t h e b r a n d a n d s e r v i c e d e l i v e r y o f
t h e i r r e s t a u r a n t e x p e r i e n c e s o t h a t
t h e i n t e r n a t i o n a l i z a t i o n s t r a t e g y c a n
b e s u c c e s s f u l l y s c a l e d i n a c o h e r e n t
a n d c o n s i s t e n t w a y ?
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Inter nat ional i sat ion Strategy
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R e s e a r c h , C o - D e s i g n , S t r a t e g y &
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M a r k e t s & F o o d Tr e n d s , F o o d
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O u t l e t S t a f f , C u s t o m e r s
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- C o - D e s i g n S e s s i o n s w i t h N J
G r o u p M a n a g e m e n t a n d E m p l o y e e s
D E L I V E R A B L E S
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B u s i n e s s A n a l y s i s
- I n t e r n a t i o n a l E n t r y S t r a t e g y
- V i s u a l B r a n d I d e n t i t y
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- S e r v i c e S t a n d a r d s
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0 2Brand Standrds
Trainee’s Workbook
Ser v ice Standards Tra in ing Mater ia ls
Training Cards & Roleplay Kit
In-Store Service Reminders
Trainer ’s Brand, Food, Service & Training Manual
NJ Group Brand Guidelines
Relish RestaurantBrand Guidelines
Experience Journey Map for NJ Group Brand & Service Concept
I I I I I I I V
4 Entry Strategies:
Expand with SG Hotel Partners
Buy Over a Hotel
Restaurant
Create New Overseas Partners
Create a New Independent
Restaurant
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f o r t h e i r c u s t o m e r s f r o m t h e a d d i t i o n
o f 1 4 A r t e f a c t s a n d I m p l e m e n t a t i o n s ,
c r e a t e d t o s a t i s f y v a r i o u s s t a g e s o f
e x p e r i e n c e s f o r c u s t o m e r s d u r i n g
t h e i r v i s i t t o t h e s h o w r o o m . T h e s e
s t a g e s i n c l u d e L e a r n i n g , S p e c i f y i n g ,
a n d C o m m i t t i n g .
T h r o u g h a s e r i e s o f s h o w r o o m f i e l d
r e s e a r c h s e s s i o n s t h a t i n v o l v e d s i t e
a n a l y s i s , s a l e s j o u r n e y o b s e r v a t i o n s ,
a s w e l l a s i n t e r v i e w i n g a n d t e s t i n g
p r o t o t y p e s w i t h c u s t o m e r s a n d s a l e s
s t a f f , w e w e r e a b l e t o r e s t r u c t u r e t h e
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p r o m o t e s e x p e r i e n c e , h o s p i t a l i t y ,
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t h e i r l a r g e r c o m p e t i t o r s . T h e h i g h -
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t h a t s u p p o r t s s a l e s a n d s e r v i c e s t a f f
t o d e l i v e r a u s e r c e n t r e d c u s t o m e r
s e r v i c e e x p e r i e n c e t h a t e v o k e s t r u s t
a n d m a k e s i t e a s y f o r c u s t o m e r s
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t h o u g h t f u l l y c r a f t e d a f t e r s y n t h e s i s i n g
t h e r e s e a r c h a n d f i n d i n g s o f i n t e r n a l l y
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s p a c e s , a n d h a b i t u a l p r o c e s s e s a r e
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o r g a n i z a t i o n a l D N A i s n o t v i s i b l e ,
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t r a i n i n g p r o g r a m m e .
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t h e B A s i n m i n d , I d e a c t i o d e v e l o p e d
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f a c i l i t a t e t h e i r w o r k s h o p s . To s u p p o r t
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c h a l l e n g e i s a c q u i r i n g t h e a d e q u a t e
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c e n t e r e d B u s i n e s s I n n o v a t i o n s o t h a t
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Business Innovation Train-the-Trainer Programme for Retai l Business Advisors
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s t a g e s o f o n - b o a r d i n g , d i a g n o s t i c s
t e s t i n g , a n d h o m e w o r k r e m i n d e r s .
T h i s a p p r o a c h w i l l e l i m i n a t e t h e
t u t o r s r o l l i n u s i n g t h e a d a p p t E D
p l a t f o r m , a n d w i l l d i r e c t l y b r i n g i t
i n t o t h e h o m e v i a t h e p a r e n t . P a i n
p o i n t s i n t h e f r o n t o f h o u s e w i l l b e
e l i m i n a t e d b y r e m o v i n g f a c e - t o - f a c e
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f r o m t h e b a c k s t a g e / s u p p o r t t e a m i n
a m e t h o d o l o g i c a l m a n n e r.
AT A C A D E M Y X I A C C E L E R AT EG R O U P P R O J E C T
C H A L L E N G E
a d a p p t E D i s a n i n t e l l i g e n t m a t h s
t u t o r i n g p l a t f o r m t h a t h a s t h e a b i l i t y
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b y c r e a t i n g l o n g - t e r m r e t e n t i o n .
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u s e d b y t u t o r i n g s e r v i c e S a n d b o x
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t h e i r 2 0 s t u d e n t s . a d a p p t E D h a s t h e
p o t e n t i a l t o g i v e m a n y m o r e k i d s t h e
c o n f i d e n c e t o d o w e l l i n m a t h s , b u t
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c h i l d r e n ( s t u d e n t s ) v i a a d a p p t E D
u n t i l t h e y g a i n t h e c o n f i d e n c e t o
c o n t i n u e o n t h e i r o w n ?
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i n t e r a c t i v e b u i l d i n g b l o c k t e c h n o l o g y
t o o f f e r a n i n t e r a c t i v e e x p e r i e n c e
w i t h i n t h e p u b l i c w a s h r o o m . T h e
e x p e r i e n c e h a s b e e n d e s i g n e d t o
c h a n g e t h e b e h a v i o u r o f p u b l i c
w a s h r o o m u s e r s a n d e n c o u r a g e
h y g i e n i c h a n d w a s h i n g h a b i t s i n o r d e r
t o k i l l a n d p r e v e n t t h e s p r e a d i n g o f
g e r m s .
S e e m o r e h e r e . . .
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C H A L L E N G E
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f o o d b o r n e i l l n e s s o u t b r e a k s .
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h a n d s l o n g e n o u g h t o k i l l h a r m f u l
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H o w M i g h t We . . .
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t o c o m b a t t h e s p r e a d o f g e r m s w i t h i n
p u b l i c t o i l e t s ?
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A P P R O A C H
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P l a s t i c s M a n u f a c t u r e r s .
“ T h e s a m p l e s g a t h e r e d h e r e a r e
e x a m p l e s o f t h e m a n y d i f f e r e n t t y p e s
o f s y n t h e t i c p l a s t i c s i n c o m m o n u s e
t o d a y. T h e y s h o w t h e s p e c t r u m o f
t e x t u r e s , f i n i s h e s a n d p r o p e r t i e s
t h a t c a n b e f o u n d i n t h i s v a s t f a m i l y
o f m a t e r i a l s a n d a l s o d e m o n s t r a t e
w h y i d e n t i f y i n g p l a s t i c s c a n b e s u c h
a d i f f i c u l t t a s k .”
S e e m o r e h e r e . . .
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t o N a i r o b i D e s i g n We e k 2 0 1 9
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c o n f u s i o n o v e r t h e d i f f e r e n t t y p e s o f
p l a s t i c m a t e r i a l ; w h a t t h e y c a n d o ,
h o w t h e y b e h a v e , t h e i r p o t e n t i a l t o
b e r e u s e d , a n d h o w t h e y d i f f e r f r o m
e a c h o t h e r.
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s u r v i v a l t o o l s t o o f f e r p i e c e o f m i n d
f o r t h o s e n e e d i n g e x t r a c o m f o r t
w h i l e e x p l o r i n g t h e f o r e s t .
F r o m i t s s m a l l a n d l i g h t w e i g h t
p a c k a g i n g t o i t s c o n t e n t s , t h i s k i t h a s
b e e n t h o u g h t f u l l y d e s i g n e d t o a s s i s t
i n l i f e - s a v i n g m o d e s o f s u r v i v a l —
a i m i n g t o b r i n g a p l e a s u r a b l e f o r e s t
e x p e r i e n c e a n d a l l o w p e o p l e t o
f e e l c o m f o r t a b l e w h i l s t o u t o f t h e i r
c o m f o r t z o n e s .
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C H A L L E N G E
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b e u n s e t t l i n g .
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t h o u g h t o f v e n t u r i n g o u t i n t o t h e
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a n d p a n i c .
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H o w M i g h t We . . .
b r i n g e x t r a c o m f o r t a n d p e a c e o f
m i n d t o p e o p l e w h o a r e a f r a i d o f
t h e f o r e s t s o t h a t t h e y h a v e t h e
c o n f i d e n c e t o e x p l o r e ?
Product Design to Increase Comfort and Promote Adventure
O U T C O M E
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Thank you for your time.
l a u r enho l l y be s t
L I N K E D I N
l a u r en . h . be s t@gma i l . c om
C O N TA C T
D E S I G N T H I N K I N G S E R V I C E D E S I G N T R A N S F O R M AT I O N L E A R N I N G D E S I G N W O R K S H O P F A C I L I TAT I O N R E S E A R C H E X P E R I E N C E D E S I G N P R O D U C T D E S I G N
