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SERVICE DESIGN
workshop

A Holistic Approach to Crafting Seamless Experiences

Description

Embark on a transformative one-day crash course into the dynamic realm of Service Design. This intensive workshop is designed to provide participants with a comprehensive understanding of Service Design principles and equip them with tangible skills that extend far beyond the session. Develop the prowess to enhance customer experiences, cultivating loyalty and satisfaction. As an innovation catalyst within your organization, apply Service Design Thinking to refine existing offerings or introduce entirely new solutions.

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Break down operational silos and foster collaborative efficiency, armed with a shared language and toolkit that will impact your daily work immediately. Master the art of effective co-creation by leading or actively participating in group sessions that elevate teamwork, creativity, and productivity.

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Delve into key focus areas, including understanding Service Design fundamentals, shifting mindsets, and hands-on exploration of tools and methods essential for immediate practical application. Join us for our Service Design crash course, where theory meets practice, and the transformative power of Service Design becomes a tangible reality in just one exhilarating day!

Journey Mapping Workshop: Interviewing the customer to gain insights into her pains and gains.
Journey Mapping Workshop: Visualizing the pain points along the customer journey.

Recommended Audience

This workshop is designed for professionals eager to enhance customer experiences, drive innovation, and foster collaborative creation. Whether you're looking to improve existing offerings, break down operational silos, or lead co-creative group sessions, this workshop provides a shared language and toolkit for all.

Methodology

​The workshop adopts a hands-on, experiential learning approach, prioritizing practical application over theoretical concepts. Dive into interactive activities, engage in group discussions, and acquire a comprehensive understanding of Service Design principles.

Learning Objectives

Journey Mapping Workshop: Applying ideation techniques to improve the customer experience.

Upon completion of this workshop, participants will be able to:

 

  1. Acquire a deep understanding of the foundational concepts and principles of Service Design.

  2. Navigate the mindset shift from traditional approaches to Service Design Thinking and explore diverse problem-solving methodologies.

  3. Gain hands-on experience with the basic methods and tools essential for effective Service Design.

  4. Enhance practical skills through the application of prototyping, mapping, and canvas techniques in Service Design.

Workshop Outline

 

1.  Understanding the Essence of Service Design

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  • Explore the evolution into the Era of Smart Customers.

  • Recognize the significance of Service Design in fostering great customer experiences.

  • Differentiate the mindset of a Traditional Service Design Thinker from a modern one.

  • Uncover the interplay between Traditional Thinking and Design Thinking.

  • Embrace the Service Design Attitude and its role in organizational innovation.

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2.  Shifting Mindsets and Problem-Solving Approaches

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  • Compare the left-brain and right-brain approaches to problem-solving.

  • Embrace divergent and convergent thinking in Service Design.

  • Understand the roles of Service Designers through the lenses of Human-Centered Design.

  • Explore the five phases of Design Thinking as a systematic approach.

  • Internalize the principles and commandments guiding effective Service Design Doing.

 

3.  Tools and Methods of Service Design

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  • Differentiate between tools and methods in Service Design.

  • Harness the power of research data to inform design decisions.

  • Develop personas and empathy maps to enhance user understanding.

  • Craft journey maps, distinguishing between touchpoints and channels.

  • Identify moments of truth critical to shaping exceptional service experiences.

 

 4.  Prototyping, Mapping, and Visualizing Solutions

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  • Create service prototypes using physical, paper, and digital mediums.

  • Master the art of storytelling to breathe life into design concepts.

  • Utilize innovative approaches, such as "Acting As Prototyping."

  • Navigate the intricacies of service evidences and blueprints.

  • Visualize complex systems, stakeholders, value networks, and ecosystems using canvas tools.

Award of Certificate

Certificate of Attendance will be issued to participants who have attended at least 75% of the workshop

Duration

1 day

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