Qin Han
Senior Design Researcher at Stby / Quicksand
Qin Han is a Senior Design Researcher at research and design agency Stby / Quicksand. Before becoming a researcher, she worked as a service designer and UX designer at LBi in London. Qin has led a number of global research projects helping clients developing research and products for customers, users and beneficiaries in a wide range of services and social innovations.
In addition to this, Qin holds the distinction of being the first person ever awarded a PhD in Service Design in the UK, from the University of Dundee, where she investigated stakeholder engagement, knowledge generation, and the role of Service Design in communities of service. She combines degrees in Computer Science from China with a Master of Design from UK which grounds her in both technical and human-centred perspectives.
She is known for her deep interest in healthcare and rich expertise in cross-cultural research, advocating for design and research to be inclusive and diverse. She has also played an active role as an organiser and ambassador of the Service Design Jams, organising, mentoring and inspiring emerging practitioners worldwide through workshops, lectures, and collaborative events worldwide.
Qin Han
Senior Design Researcher at Stby / Quicksand
Qin Han is a Senior Design Researcher at research and design agency Stby / Quicksand. Before becoming a researcher, she worked as a service designer and UX designer at LBi in London. Qin has led a number of global research projects helping clients developing research and products for customers, users and beneficiaries in a wide range of services and social innovations.
In addition to this, Qin holds the distinction of being the first person ever awarded a PhD in Service Design in the UK, from the University of Dundee, where she investigated stakeholder engagement, knowledge generation, and the role of Service Design in communities of service. She combines degrees in Computer Science from China with a Master of Design from UK which grounds her in both technical and human-centred perspectives.
She is known for her deep interest in healthcare and rich expertise in cross-cultural research, advocating for design and research to be inclusive and diverse. She has also played an active role as an organiser and ambassador of the Service Design Jams, organising, mentoring and inspiring emerging practitioners worldwide through workshops, lectures, and collaborative events worldwide.
Sessions
Making customer journey research last
Many organisations have created customer journeys in the hundreds if not thousands. But what happens with them once they have served their initial purpose? Often they are single-use and soon forgotten, but they could also be of lasting value and form a foundational knowledge layer that can be tapped into again and again. This requires rigour in recording and documenting the journeys and agility in analysis from different perspectives, e.g. business strategy, product development, marketing, design and societal values. In this workshop we will present how one can record and document such re-usable journeys, and together we will explore and try out different analysis approaches to keep drawing knowledge from your journeys.
The first part of the workshop will focus on how to collect and document journeys that are meant to be reusable, based on a case study project Stby did in 6 countries around the world, creating 60 journeys of podcast creators for a global streaming media company that needed foundational research to support business strategy, product development, marketing and design decisions for the long term. Workshop participants will be able to compare this to their own approaches. In the second part of the workshop participants will explore how these journeys can keep giving over time, answering questions that different parts of the business or organisation has. The journeys from the first part will be used as material to work with.
For who
Researchers, research opps and research managers.
Strategists, product designers, UX designers, service designers, marketeers.
Key takeaways
How to record and document customer journeys for multiple use over time.
How to keep analysing customer journeys over time, from different perspectives.
Experience & empathy
Evidence & insight
Journeys & ecosystems