Overview
On February 22, 2024, the City University of Hong Kong’s Marketing Department hosted a distinguished session of the Executive Leader Series titled “Innovating Customer Experience with Design Thinking.” Esteemed speakers from InnoEdge included Mr. David Chung (Founder of InnoEdge Education), Ms. Tiffany Liu (Principal of InnoEdge Education), and Ms. Yan Choi (Senior Consultant of InnoEdge Education), who are renowned for their expertise in design thinking.
The seminar commenced with an introduction by Professor Fanny Cheung, who highlighted the significance of innovative customer experiences in today’s competitive landscape.
The seminar was conducted in English & Putonghua and divided into four parts:
Part 1: What is Design Thinking?
Part 2: Case Study – Airbnb
Part 3: Case Study – Hong Kong’s Urban Renewal District (Kwun Tong)
Part 4: Case Study – Nike
Part 01
Mr. David Chung, Founder of InnoEdge Education, then took the stage to elucidate the fundamentals of design thinking methodology. His presentation underscored the methodology’s critical role in cultivating exceptional customer experiences.
Topic: What is the Design Thinking method?
Language: English
Duration: 9 mins
Part 02
Delving into practical applications, Mr. David Chung, Founder of InnoEdge Education, presented a compelling case study on Airbnb’s implementation of smart locks. This innovation exemplifies how design thinking can enhance the user experience for both hosts and guests, streamlining their interactions and providing mutual benefits.
Case Study: How Design Thinking enhanced Airbnb’s user experience for both hosts and guests
Language: English
Duration: 8 mins
Part 03
Ms. Tiffany Liu continued the narrative with an insightful case study on the Yue Man Hawker Bazaar project in Kwun Tong, Hong Kong. She detailed the strategic approach taken to strengthen the local community brand, with an aim to increase footfall and commercial activity within the bazaar by attracting travelers and encouraging local shopping.
Case Study: Strengthening the Local Community Brand for Hong Kong’s Urban Renewal District
Language: Putonghua
Duration: 14 mins
Part 04
Ms. Yan Choi concluded the series of case studies by sharing how Nike ingeniously designed swimwear tailored for Muslim women. This initiative not only showcased Nike’s commitment to inclusivity but also empowered Muslim women to more actively participate in sporting events.
Case Study: How Nike Swimwear Empowered Muslim Women to More Actively Participate in Sporting Events
Language: Putonghua
Duration: 9 mins
The session was a testament to the transformative power of design thinking in reimagining customer experiences across diverse industries. The City University of Hong Kong’s Executive Leader Series has once again proven to be a platform for sharing innovative ideas and inspiring leaders to integrate design thinking into their strategic planning for customer-centric solutions.
Following the insightful seminar, Professor Cheung graciously bestowed official mementos upon the three speakers in recognition of their generous contribution of knowledge and expertise to the master’s degree students. This gesture served to express gratitude for their voluntary engagement and the enriching discourse they provided.
The official poster of the seminar
