Flagship programme
An eight-week studio for research leads, CX managers, and operations partners who must convert messy feedback into a funded change. Classes meet in Wuchi with two field days on client sites in Taiwan.
Informational fee
TWD 48,600 / seat
No checkout on this site. Seats are confirmed by invoice after a 20-minute fit call. Maximum 12 people per cohort so critique stays specific.
Ask about the next cohortHow we harvest tickets, LINE threads, and floor notes without flattening them into a single score.
Mapping handoffs until a blank name appears. That blank is the week’s assignment.
Costing a delay without fake ROI slides. We use shift hours and rework, not invented lifetime value.
Observe a real peak with a partner. No mystery-shop costumes. Staff are told we are studying the route, not scoring them.
Draft gestures and scripts that can be spoken on a Saturday. Cross-channel vouchers are treated as a last resort.
Return when the store looks empty. Many Taiwanese queues are social, not linear; this day is for that habit.
Install a 40-minute weekly desk. Alumni often keep this longer than the mural they made in week two.
Each participant leaves with a letter describing the journey they mapped, including what remains unresolved.
Wei-Ting Liang leads Fieldcraft. She spent a decade in hotel guest recovery in Taichung and Kaohsiung before joining the studio. Her critique is famously dry: if a map cannot be used at 14:00 on a payday Friday, it goes back on the table.
No. You receive a studio letter. If your procurement team needs a certificate number, this is the wrong product.
Two field days are in person in Taiwan. The remaining sessions can be joined by a stable video link, but you still need a live journey at your site. We will not invent a case study for you.
Fieldcraft will not fix understaffing. If the delay is a hiring gap, we will say so by week two and the remaining weeks become a briefing for operations, not a miracle. Several alumni still found that useful; a few wanted their fee to buy extra headcount, which we cannot do.
Materials are English. Facilitation can move between English and Mandarin. Written assignments are accepted in either.
I came in certain our LINE bot was the problem. Module 02 showed the bot was fine; the warehouse SMS was arriving after the customer had already taken a bus home. We still have not automated that SMS, which is on us, but at least the argument in the weekly meeting has a timestamp now.
Anonymous client in grocery distribution · Taipei
★★★★☆
Wei-Ting would not let us keep the pastel mural from an earlier vendor. Harsh, and correct. I wanted more time on interview technique; the programme assumes you can already talk to people.
platform review · “A.C.” · Fieldcraft spring cohort