Service Design Fundamentals
(Dutch/English spoken) This high energy 2-day course will give you a common level of understanding of the Service Design Thinking principles, key tools & terminology. The focus of this course will be on this hands-on part, learning by doing. The tools we will practice during these two days are: Stakeholder Mapping, Value Network Mapping, Personas, Customer Journey Mapping (Customer Insights), Service Scenario Mapping and Prototyping. We will work on an actual case that you can provide. You can use the outcomes of the two days training in the actual project you have at hand.
On the first day we will go through a short and interactive introduction into Service Design Thinking. What is it, where does it come from and why now? What are the challenges? What are the main ‘Schools of Thought’ within Service Design? What are the key case studies? Where can you find more information?
‘LEARNING BY DOING’
The major part of the two days however will be spent on hands-on work on the case using the different tools. It is ‘learning by doing’ that is at the core of Service Design. The tools we will practice that are fundamental in Service Design Thinking. Customer Journey mapping is at the core of the course: the interaction of the customer with the service.
YOU WILL PRACTICE THE FOLLOWING TOOLS:
Stakeholder Mapping provides you with an overview of the ‘eco-system’ that you are exploring. Stakeholders are people, teams or organizations that directly or indirectly exchange ‘value’. The exchange of value is used as the basis to explore the underlying services provided by the stakeholders
Value Network Mapping creates insight in the exact values that are being exchanged between stakeholders. Using this tool, you already will get a more detailed insight into the services being provided by the stakeholders
Personas are used as the basis for Customer Journey Mapping. Finding out about the objectives, behavior, attitudes of people is very important for developing improvements or innovations of the services provided.
Customer Journey Mapping allows us to further step into the customer shoes. It shows us the customer’s perceptions and the larger context in which we play a part at the different stages of their journeys. It lets us be emerged in their world, their reality. Get a deeper insight into customer needs, perception, experience and motivation. It will answer questions like: What are people really trying to achieve? How are they trying to achieve this? What do they use and in what order? Why do they make a choice? What are they experiencing, feeling, while trying to reach the desired outcome?
A customer journey map is built up layer by layer. We start ‘above water’, with the customer and slowly dive deeper and deeper into the organisational structures and context. The tool can be used with customers or management, employees and other stakeholder or, even better, in a mix.
This qualitative design research tool will provide you with customer insights to improve the customer’s experience. The toolkit will be handed out after the training so you can start applying the tool immediately to your own business case.
Service Scenarios are used to visualize how a (newly designed) service is being experienced from a customer point of view. Simple visualization techniques are being introduced.
Prototyping is done to be able to test a service concept in a ‘low tech’ environment with relevant stakeholders. Prototyping can be done by building artifacts from cardboard or paper or by using Lego. Also role play is a powerful way of prototyping.
All tools will be handed out after the session and are free of use.
This video gives you a glimpse on our Facilitation Trainings with global companies:
FACTS & FIGURES
Please contact us for more information.
Venue: DT Group, Herengracht 265, 1016 BJ Amsterdam, +31 (0)20 471 00 70
Trainers: Christof Zürn, Founder of Creative Companion and Tim Schuurman, Partner and Owner of DesignThinkers Group
Participants: Max. 15
Price: On request.
REGISTRATION: to enroll for this training, please click the Registration button on the top right corner of this page.
*Invoice will be sent upon reservation. Cancellation policy: one week in advance 50% refund, cancellation after that period no refund. Tickets may be passed on to another person with written approval of the organizer. *21% VAT not included for Dutch based companies or private persons and for private persons without VAT number outside the Netherlands based in Europe.