Introduction

This paper explains how to apply design thinking elements in the process of creating meaningful service experiences among the different customer touch points. How these different touch points are constantly changing in the China landscape, why these changes happen, and what brands should be doing in order to innovate and maintain a competitive advantage will be addressed.

The benefits of the process of discovery that design thinking research process provides and the key advantage of thinking by doing in China context is highlighted.

Key issues that are included include:

  • Understand more what entitles a meaningful experience in the China market and what is driving change in consumer behavior in today's China market
  • Learn about the models and skills of service design and how to successfully create innovative customer experience
  • Learn about those typical scenarios and touch points where organization has the opportunity to make an impactful impression on a customer and develop the efficiency of sales.

The era of experience economy