At the end of the training each participant will be able to propose and implement a service design approach in their own organisation.
Learning objectives:
- use service design tools and techniques to understand customers' experience and identify issues and opportunities to improve your business;
- learn how to apply service design tools in and accross multiple part of your business.
You will be able to:
- insert the customer perspective into the decision-making process and champion customer centricity in your organisation;
- plan and manage projects and processes that incorporate service design in your organisation.
A customer-oriented approach to innovation and design of services that impact business.
5-day executive training in Service Design
5 simple steps: a 2+2+1-day process that will create customer insight and service concepts, deliver proof of success and create a business model for a new service. Day 5 will be dedicated to supporting participants implementing a service design approach for their own organisation.
Dates:
Mardi 25.11.2014, de 08h30 à 17h30
Mercredi 26.11.2014, de 08h30 à 17h30
Mardi 09.12.2014, de 08h30 à 17h30
Mercredi 10.12.2014, de 08h30 à 17h30
Mardi 16.12.2014, de 08h30 à 17h30
Programme:
Day 1: Understand the customer experience through observation and analysis
- A brief history of Service Design
- Customer lifecycles
- Customer research
Day 2: Imagine new service scenarios that add value to customer relationships
- Service concepts
- Customer journeys
- Service experience scenarios
Day 3: Test and prove that services can work in the real world and deliver value
- Prove the experience
- Service blueprinting
- Prove the value
Day 4: Design the service experience, describe business requirements and ensure viability in the organisation
- Design the experience
- Design the business
- Business model
Day 5: Create a proposal for your organisation
- Introducing Service Design to the organisation
- Sourcing skills and capabilities
Click here to see the full programme
Important:
Target group:
Chief executive officers, chief technology officers, chief information officer, business development managers, design managers, marketing executives, internal customer insight teams, internal customer experience teams, service designers, policy makers
In order to improve results in their business, participants have to attend this 5-day executive training completly.
Infos et Inscriptions:
Price: 2.500 euros