Design Thinking for Service Experience


In Business context, delivering differentiated and satisfying customer experiences can lead to boost in loyalty, market share and revenues. Imagine what a similar focus on employee experiences could mean for business. Leading companies are already recognizing that the employee experience is the new battleground for competitive advantage

The next step is to understand on what drives the superior employee experiences that drive employee engagement, retention, productivity and ultimately business outcomes.

Inspired by the excellent work done by Prof. Jeanne Liedkta, this workshop will take the participants on a journey of design thinking, beginning with

What Is?
What If?
What Wows?
What Works? (To reach the Desired Outcome)

The Design Thinking Journey begins with just a dream, a vision or an organisation objective, moving through the innovation process, and ending with the desired outcomes. The secret of success in this journey is to put on the “Designer’s Hat” by “Creating Personas of Employees; or creating a beautiful day in a life of a customer.

Join us for this special 1-Hour session to hear Steven Loo, a Business Strategist and Organisation Value Creator, put in simple terms and share success case studies how you can start using Design Thinking to bring your innovations to life, create the value that you can transform your employees engagement, Service Experience, Change management, and harness the business results your organisation truly deserves!


This Special Preview is for all MDs, GMs, Senior Leaders, Directors/ CHRO/ CPO, Divisional/ Department Heads/ Managers, HR Professionals who want to

i. Enhance Employees Engagement and to reduce Staff attrition,
ii. To improve change management in company Digital Transformation journey
iii. Create Employees delight service WOWs
iv. Improve Service experience and business Outcomes




Steven Loo is an International Speaker, a Business Strategist and an Organisation Value Creator. He has more than 25 years of rich Corporate MNC experience as a Country Manager, Regional Business Leader and Sales Management Professional in major MNCs. Over the last 10 years, he has engaged and serviced major clients to create Business Value and Organisation transformation. He has also trained and facilitated workshops to thousands of Senior Leaders, PMET Professionals, Project Managers, and Operations team in the area of High EQ Leadership, Leadership & People Management, Service Excellence, Innovation, Design Thinking, Negotiation, Value Selling, Critical Thinking & Problem Solving, Business Planning, and creating a culture of High Performance team.

He is a Professional Member of Singapore Human Resource Institute (SHRI) and a Certified ACTA Trainer. He is also a regular Pro Bono Speaker to various organisations – MNCs, NGOs, IHLs and others.

Some of the clients that have benefitted from his training delivery and facilitation include major Banks & Insurance companies, IT MNCs and International Logistic companies.


MSC Cyberport Sdn. Bhd.,
Level 30, Menara MSC Cyberport, No 5, Jalan Bukit Meldrum, 80300 Johor Bahru

+607 268 6021 Isma
+607 268 6029 Aisyah
+607 268 2028 Amanda