April 20th 2017 Zurich
2-Day Design Thinking Fundamentals Course
(English spoken) This high energy 2-day course on April 20th & 21st will give you a common level of understanding of the Design Thinking principles, key tools & terminology. The focus of this course will be hands-on, ‘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.
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:
WHO WILL FACILITATE?
The facilitators will guide you on the different activities during the Design Thinking Fundamentals Course.
Brian Kling, is a senior facilitator working in digital transformations that deepen a company’s relationship with its employees and customers. View Brian’s profile
Tim Schuurman, highly experienced senior trainer and senior facilitator for Service Design Thinking training sessions with a background in Change Management and Business Modeling and co-founder of DesignThinkers Academy. View Tim’s profile
FACTS & FIGURES
Venue: Binzstrasse 23, 8045 Zürich (The Relevent Collective AG, Supertanker), Switzerland
Dates: April 20th – 21st 2017
Max. participants: 15
Trainers: Brian Kling, experienced corporate practitioner, trainer and facilitator of Human-Centered Design & Tim Schuurman, highly experienced trainer and senior facilitator with a background in Change Management and Business Modeling and co-founder of DesignThinkers Academy.
Ticket Price: Early Bird Ticket Price € 1.395,= until March 12th 2017, Regular Ticket Price € 1.495,= (including lunch, snacks and drinks)*. Discounts available for teams signing up or NGO’s.
REGISTRATION: to enroll for this training, please click the Registration button on the top right corner of this page.