Heron se considera um desbravador: já viveu em diversas cidades no Brasil e no mundo e saiu do mundo do direito para se aventurar no marketing digital. Apaixonado por inovação, além de curtir muito meditar, se viu num momento profissional desafiador: como líder de marketing na empresa onde atua deveria criar novos produtos de educação corporativa e uma experiência incrível para os usuários.
Após participar do curso Service Design Experience ele compartilha conosco como foi a vivência. Confira!
Conte um pouco sobre sua história, o que você faz, seus interesses e se fosse um animal qual seria.
Tenho uma história nômade. Já morei em 7 cidades do Brasil, vivi em 4 países, viajei por vários lados e hoje estou me encontrando no Marketing Digital, mais especificamente no Growth Hacking. Tenho como valores pessoais diálogo, respeito e gratidão. Sou apaixonado por liderança (e pela desconstrução do conceito “hierárquico” dela), busco muita coisa sobre gestão, inovação social, life hacks, prático meditação, para calar a mente e faço Mahamudra, para fazer as energias circularem. Se fosse um animal, seria um cachorro, com certeza!
O que te motivou a procurar o curso de Design e Inovação para Serviços?
O curso veio no momento certo. Eu estava assumindo os projetos de marketing digital da empresa onde trabalho e eu tinha que criar produtos novos de educação corporativa, processos novos e, mais que isso, criar experiências para os usuários desses serviços. Eu vi no curso uma oportunidade para desenvolver novas habilidades de inovação, aprimorar algumas competências e aprender mais sobre serviços. Eu já conhecia um pouco sobre Design Thinking, havia lido várias coisas sobre o tema e tinha uma curiosidade gigantesca para vivenciar as ferramentas. Quando eu vi o curso Design e Inovação para Serviços, de primeira, fiquei louco de vontade de fazer, por que casaria exatamente com o meu momento de carreira e seria também a chance para matar (ou aumentar) minha curiosidade sobre o tema.
Durante o processo, quais desafios e aprendizados foram marcantes para você?
O meu maior desafio durante a experiência do curso foi me colocar no lugar do usuário de serviços, ser empático para com o personagem que estávamos trabalhando ali. Como eu venho de experiências de trabalho em consultoria de gestão para empresas, o meu olhar era automático (ou até viciado) para buscar soluções para a empresa fictícia que estava oferecendo o serviço para o consumidor. Deixar essa perspectiva de lado e, de fato, me colocar no lugar do consumidor foi revelador e, a partir do momento que eu consegui ter esse novo olhar, parece que eu parei de entender as ferramentas e passei a senti-las também. Daí tudo fluiu, do curso até hoje, usando as ferramentas no meu trabalho.
Você sentiu que estava aprendendo na prática?
Com certeza o aprendizado é prático, eu senti isso desde o primeiro momento. Esse foi outro ponto que me conquistou no curso, pois eu sou uma pessoa que só consegue aprender fazendo, pondo a mão na massa, travando a cabeça e compartilhando a experiência com os outros membros da equipe. O fato de experimentar as ferramentas e depois ter o de-briefing do que fizemos tornou o entendimento do todo muito mais fácil, por mais bagunçada que a minha cabeça tenha ficado em alguns momentos.
Após o curso, você se sente mais preparado como profissional? Quais seus planos para aplicar o que aprendeu? (aproveite para contar para nós se você está desenvolvendo alguma ideia ou projeto!) A primeira coisa que senti após o curso foi uma vontade imensa de sair testando aquelas ferramentas todas na minha realidade, no meu trabalho. E o momento de estar assumindo um projeto novo, que exige de mim muita inovação, capacidade de gestão e, principalmente, o desenvolvimento de um serviço de educação corporativa capaz de gerar experiências positivas aos usuários, me permitiu muito utilizar as ferramentas. Tanto para matar minha vontade de utilizá-las como para me dar mais segurança na gestão do projeto e ter tomadas de decisão centradas no meu usuário. Hoje, tenho post-its e flip-charts com jornadas, mapas e fluxogramas de cada etapa do meu projeto espalhados pelas paredes do escritório. Todo mundo entende, sugere, critica, pergunta… É sensacional!
Resuma em uma frase (ou parágrafo) a experiência conosco 🙂
Uma experiência completa de design e serviços, extremamente prática e eficaz. Um verdadeiro convite para transformar a realidade de serviços.
Muito bacana não é?
A realidade do Heron está se tornando realidade do mercado. Cada vez mais produtos estão se tornam serviços, já que, no fundo, queremos soluções para as nossas necessidades. Uma dica para que você possa entender como criar serviços inovadores e começar a desenhá-los é a nossa ferramenta Mapa de Stakeholders. Com ela você exercitará uma visão sistêmica do seu serviço para criar uma jornada para o seu cliente. O material é gratuito e pode ser baixado aqui.
Por isso, queremos convidar você a aprender na prática a criar e gerenciar serviços relevantes, desejados e valiosos e que entreguem experiências memoráveis para seus clientes e sua equipe. Participe da próxima turma do curso de Service Design Experience! Mas aproveite, pois estamos com as últimas vagas. Saiba mais clicando aqui.
*Ex-estudante de Direito, hoje growth hacker em formação e sempre ser humano que só presta pra viver. Acredita que a vida é muito incrível para ser uma coisa só, se joga em experiências capazes de gerar novas consciências nas pessoas. Abrangente e passageiro, se demora apenas na essência do que está. Acredita que líderes bem preparados são capazes de transformar o mundo. Faz parte do time da Concept Consult e atualmente o que mais quer é ser excelente no que faz.
Ricardo Ruffo is a born entrepreneur, educator, speaker and explorer. As a writer by passion Ricardo daydreams on how the world is changing fast and how it could be.
Ruffo is the founder and global CEO of Echos, an independent innovation lab driven by design and its business units: School of Design Thinking, helping to shape the next generation of innovators in 3 countries, Echos – Innovation Projects and Echos – Ventures. As an entrepreneur, he has impacted more than 35.000 students worldwide and led innovation projects for Google, Abbott, Faber-Castell and many more.
Specialist in innovation and design thinking, with extensions in renowned schools like MIT and Berkeley in the United States. Also expert in Social Innovation at the School of Visual Arts and Design Thinking at HPI – dSchool, in Germany.
Naturally curious, love gets ideas flying off the paper. He always tries to see things from different angles to enact better futures. In his free time, spend exploring uninhabited places around the world surfing.
Echos School of Design Thinking - Terms and Conditions
This website at www.schoolofdesignthinking.echos.cc (Site) is a website where you can browse, select and enroll in educational and innovation knowledge courses (Courses) advertised on the Site from Echos Innovation Lab Pty Ltd ABN 65 617 491 424 (Echos, us or we).
Please read these terms and conditions before accessing or using the Site. If you are under 18 years of age, then you must obtain your parent or guardian’s consent before accessing and using the Site.
Your access to and use of the Site, including your enrolment or participation in Courses through the Site, is subject to these terms and conditions.
The terms and conditions also apply to the sale of any Courses via methods other than the Site, including where Courses are given as a gift, sales by telephone, in person or other means, unless otherwise agreed in writing.
The information contained in this Site and in any Courses is provided in good faith on an "as is" basis. Echos does not represent or warrant the reliability, accuracy or completeness of the information contained on this Site and does not claim, represent or warrant the suitability of any Courses for any person. Courses and any materials provided as part of the Courses (Course Materials) are intended as a learning aid and guide only, and are not a substitute for tailored advice or your own study. To the extent permitted by law, Echos is not responsible or liable for any Liabilities (direct, indirect or consequential losses and damages) arising in any way (including without limitation negligence) for errors in, or omissions from, the information in this Site, the Course or Course Materials.
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completing your enrolment and purchasing tickets for the Courses through the Site; and/or
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Changes to these Terms and Conditions
If you have an enrolment that has been accepted by us, the terms and conditions that will apply to that enrolment are the terms and conditions that applied at the time you placed your enrolment request. We cannot vary the terms and conditions which apply to a given enrolment after that enrolment is accepted by us.
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You may enroll in Courses by selecting tickets and submitting your enrolment through the Site in accordance with these terms and conditions.
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Acceptance or Rejection of an Enrolment
We reserve the right to accept or reject your enrolment and purchase of tickets in any Course for any reason, including (without limitation) if the requested Course is not available (or fully booked), if there is an error in the price or the Course description posted on the Site.
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Prior to the commencement of a Course, we may cancel, change or postpone the Course without any liability to you if:
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The prices of Courses and other charges displayed on this Site are current at the time of issue, however, Echos reserves the right to change prices at any time before we accept an enrolment from you.
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Echos accepts liability for all legal guarantees and warranties expressed or implied to the transactions under the Australian Consumer Law in Schedule 2 of the Competition and Consumer Act 2010 (Cth), or any other legislation (such as the Fair Trading Acts (or equivalent legislation) in each State and Territory) the effect of which cannot be excluded.
Where we are permitted by law (and subject to clause 15.1):
we do not warrant or represent the suitability of the Site, a Course or the Course Materials for any purpose; and
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We may immediately suspend, terminate or limit your access to and use of the Site and (where relevant) your account if we reasonably suspect that you have commit fraudulent act and/or you breach these terms and conditions.
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This agreement is governed by the laws of Australia. Each party submits to the non-exclusive jurisdiction of the courts of that place.
Capitalised terms used are defined in these terms and conditions.
In these terms:
“GST” has the meaning it has in the A New Tax System (Goods and Services Tax) Act 1999 (Cth)
“Liabilities” means all direct and/or indirect liability for: costs; damages; losses; claims, causes of action, accidents; injuries; deaths; law and traffic violations; and expenses including but not limited to legal fees.
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Our business and the purpose of collection
We are in the business of providing educational and innovation knowledge courses (Courses). We collect personal information primarily to provide the Courses to you (Purpose).
In particular, we collect your personal information so that we can carry out the following actions:
to provide you with the Courses and any other products, services and information that you have requested from us;
to communicate with you, including about the Courses, products, services and events which might interest you;
to provide you with information or advice;
process payments by you to us for our services;
to create accounts, tax invoices or receipts;
to provide your personal information to third parties that assist us in providing and/or delivering the Courses or other goods or services you or they have requested;
to consider and respond to feedback from you;
to comply with laws or regulations or to comply with any directions given by regulators or authorities.
We may disclose additional purposes for collection of your personal information in collection statements at the point of collection.
Personal information we collect
When used in this policy, “personal information” has the meaning given to that term in the Privacy Act 1988 (Cth). We may collect the following types of personal information from you:
residential or business address;
financial and payment information;
age and date of birth;
businesses you operate; and
your personal preferences, thoughts, ideas, goals and opinions.
Sensitive information is information about you that reveals your racial or ethnic origin, political opinions, religious or philosophical beliefs or affiliations, membership of a professional or trade association, membership of a trade union, details of health, disability, sexual orientation or criminal record.
It is our policy to only collect your sensitive information where it is reasonably necessary for our functions or activities and either you have consented or we are required or authorised under law to do so.
How we collect your personal information
Collection of your personal information can occur through the following interactions:
when you communicate with us directly (by email, in person, telephone, direct mail or any other means);
when we interact with you during the Courses or in relation to any other products or services; and/or
when you visit our website and social media pages, or access or contribute to digital platforms and applications managed by us (Online Platforms).
We may use temporary (session) cookies or permanent cookies when you access our Online Platforms. This allows us to recognise your browser and track the web pages you have visited.
You can switch off cookies by adjusting the settings on your web browser.
How we hold your personal information
We may hold your personal information in either electronic or hard copy form.
If you provide information to us electronically we retain this information in our computer systems and databases. If you provide information to us in hard copy (paper) this information is normally retained in our files and a copy is made to our electronic files.
We use industry standard security measures to safeguard and protect your information.
If we are unable to collect your personal information
If we are unable to collect your personal information, some or all of the following may occur:
we may be unable to provide the Courses or other products and services to you;
we may be unable to communicate with you to provide information about the Courses or other products or services that you have procured from us, or may intend to procure in the future;
we may be unable to tailor the content of our marketing communications to suit your preferences;
your experience when interacting with us may be delayed or not as efficient as you may expect.
Disclosure of your personal information
Your personal information may be disclosed in connection with any Purpose to any of the following:
our employees, contractors or service providers, to the extent reasonably necessary to fulfil our obligations to you;
our business advisors, including lawyers, accountants or other professional service providers, to the extent reasonably required;
suppliers, clients and other third parties with whom we have commercial relationships, for business, payment processing, delivery, marketing and related purposes;
if required by law, to any person authorised by such law.
Overseas disclosure of personal information
We may disclose your personal information to third parties and service providers located overseas in connection with any Purpose, including to overseas cloud computing hosts. We take reasonable steps to ensure that the overseas recipients of your personal information do not breach the privacy obligations relating to your personal information.
We may contact you with direct marketing communications and information about Courses or other products or services offered by us or our partners via telephone, email, SMS, or regular mail.
If you have indicated a preference for a method of communication, we will endeavour to use that method wherever practical to do so.
You may opt out of receiving marketing communications at any time by responding via the channel in which you received the marketing communication, or by contacting us (see contact information below). You can unsubscribe from emails by clicking the unsubscribe link on the footer of the email communication you have received.
How you may access your information
You may access your personal information held by Echos by making a request to us.
Email: firstname.lastname@example.orgCorrection of your personal information
If you would like us to update or amend your personal information, please contact us and we will make the requested amendments.
We may ask you to verify your identity to ensure that personal information we hold is not improperly accessed.
If you feel your privacy has been breached, please contact us using the contact information above setting out the circumstances and reasons for your complaint.
Presença GlobalA Escola de Design Thinking é uma iniciativa da Echos, um laboratório de inovação.
Telefone 1300 502 006
ABN 65 617 491 424
Rua Baluarte, 672
Telefone +55 11 3476 2300