Course Description

5-Day Executive School #TISDD November 2020

Amsterdam

(English spoken) Learn how to apply Service Design Thinking to the rapid innovation of Customer Experiences in multi-channel Product-Service Ecosystems. The Executive School in Amsterdam ‘THIS IS SERVICE DESIGN DOING’ is planned in the week of 23rd – 27th November 2020.

WHO WILL FACILITATE?

Marc Stickdorn, the co-author of the award-winning service design book ‘This is Service Design Thinking’.

Markus Hormess, Service Innovation Expert and co-initiator of the world’s largest service design event ‘Global Service Jam’.

Adam Lawrence, Service Design & Customer Experience Expert and co-initiator of the world’s largest service design event ‘Global Service Jam’.

BACKGROUND INFORMATION

Todays customers are more knowledgeable than ever before, and they are talking to each other which makes customer experience more important than it has ever been. Services and products merge into multi-channel ecosystems in which genuine relationships with both customers and stakeholders are crucial for an authentic brand experience, transforming customers into brand ambassadors. Only an in-depth and holistic understanding of customers and their environment can create offerings that provide meaningful value and make a real difference on the bottom line. Service design thinking can provide this understanding.

As well as teaching the theory and practice of service design thinking, the school emphasises the key skills of facilitation. A variety of stakeholders need to be effectively involved in the development or improvement of a service,. For service designers, this means not only being able to use the toolset themselves, but also to guide others through the process – so facilitation becomes a key skill of service design thinking. TiSDD participants will have opportunities not only to learn and apply tools, but also to facilitate others in using them.

Watch the short documentary of the Executive School ‘This is Service Design Doing’:

EXECUTIVE SCHOOL PROGRAM ‘THIS IS SERVICE DESIGN DOING’

Monday
13:00 hr Check-in & Lunch
14:00 hr Welcome and introduction
16:00 hr Presentation: Service Design Basics
16:00 hr Introduction to Service Design challenge and work groups
17:00 hr Design research & planning
19:30 hr Get-together with light dinner and drinks
20:00 hr End of Day 1

Tuesday
08:30 hr Welcome & Coffee
09:00 hr Design research loops (field work, sense-making)
12:30 hr Lunch
13:30 hr Service Design Basics (Stakeholder maps, Personas, Journey maps)
17:30 hr Reflection and Q&A Day 2
18:00 hr End of Day 2

Wednesday
08:30 hr Welcome & Coffee
09:00 hr Advanced Tools (Emotional journeys, Ideation & Idea Selection)
13:00 hr Free time (catch up with work, digest the input or enjoy the city)
16:00 hr Prototyping & Testing I
19:30 hr Reflection and Q&A Day 3
20:00 hr End of Day 3

Thursday
08:30 hr Welcome & Coffee
09:00 hr Prototyping & Testing II (Service Ad, Dramatic Arcs)
13:00 hr Lunch
14:00 hr Business tools and internal processes (Business Model Canvas)
16:00 hr Masterclass: Service design project planning
17:00 hr Case study
17:30 hr Reflection and Q&A Day 4
18:00 hr End of Day 4
20:00 hr (optional) Dinner

Friday
08:30 hr Welcome & Coffee
09:00 hr Masterclass: Embedding & Scaling Service Design
10:45 hr Masterclass: Facilitation
12:15 hr Lunch
13:00 hr Meet the practitioners
14:00 hr Discussion and Q&A
15:00 hr Certificates. & Closing
15:30 hr End of Executive School

PROGRAM BACKGROUNDS

In this workshop you will experience the power of service design thinking first hand. You’ll not only become familiar with the fundamental tools and methods of service innovation, but also learn about the strategic design process and key skills of facilitation. The tools of service design are easy to grasp and easy to use, but are rooted in business reality and bring powerful clarity and insight. They can be used to design unique services or service components which will stand out from the competition, or to optimise existing services around what the customer really wants, cutting away wasteful effort and concentrating on a unique customer experience across various on- and offline channels.

"TiSDD was an exceptional program from start to finish. Adam, Markus and Marc provided us with the background, tools and techniques to really ‘do’ service design in just a few days."

The main take-away of the workshop will be the ability to apply several tools to your own business problems in order to innovate towards new value propositions. You will be able to instigate real service innovation projects in your organisation, leading and facilitating small project teams focused on individual service elements, or developing new value for your entire service offering.

"It was an excellent introduction for a beginner like me and was equally compelling for the more advanced designers in the group. TiSDD was like no professional development course I’ve ever experienced."

The workshop is limited to 30 participants, and will be highly practical. You will learn about the service design process, methods and tools by working on a project in a small team, with short periods of reflection on the theory behind contemporary service innovation methods. You will experience several different co-creative styles and have the opportunity to practice your own facilitation skills. In addition, a unique framework is introduced that integrates the Service Design tools with your business model as well as your operations and business strategy. Confidential feedback sessions are offered around the workshop, giving participants the opportunity to receive input from the mentors on individual challenges from their work, project experience and group facilitation.

Methods and tools include: Ethnography, Personas, Stakeholder Mapping, Value Network Mapping, Customer Journey Mapping, Service Blueprinting, Business Model Canvas, Service Prototyping, Investigative Rehearsal, facilitation skills.

We can also offer you a tailor-made coaching program designed around your specific team objectives to guide you through the DT process.

, Please reach out to us for more information

Register

Our main objective is to provide you with hands-on tools that you can use immediately the next day in your working environment.

Besides the training program you will be handed out a toolkit, certificate and access to the DT Academy Network virtual environment.

The end result is aimed at a transformation of the participants, knowledge of tools and methods, a deep understanding of the value of design, and professional & personal growth.

About this Event

Venue: t.b.a.

Dates: November 23rd – 27th 2020
Language: English
Max. Participants: 30

Tickets

Early Bird Ticket Price: € 2.950,00
Until the 10th of October 2020

Regular Ticket Price: € 3.250,00
Until the 9th of November 2020

Late Worm Ticket Price: € 3.450,00
From the 10th of November 2020

Prices are excluding VAT.
Your ticket includes a daily healthy and delicious lunch plus snacks and beverages throughout the day. All tools and materials are also available after the course for personal use. A certificate from DesignThinkers Academy is awarded to participants who successfully complete the course. Discounts are available for teams signing up, Freelancers, Non-Profits and Government Organizations.

We charge 21% VAT to Dutch based companies, NGO’s and self-employed. We also charge 21% VAT to international companies, NGO’s and self-employed based in the European Union without a registered VAT number. If you are based outside the European Union we will not charge you with VAT. If you have any other questions regarding this online course or its ticketing, we kindly as that you contact us through e-mail.

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