|Date||28th June 2013 (9:30am – 5:00pm)|
|Venue||Econsultancy London, London, United Kingdom|
About the course
Service Design is rapidly gaining prominence as a holistic, user-centred approach to innovating and improving both the customer experience and organisational performance around services. This course will give you a hands-on understanding of the key principles and practices within Service Design as well as helping you to place it firmly in context, clarifying its role alongside long standing disciplines such as marketing and operations.
Prior to our session we will provide immersion materials, which will give you a good base knowledge on service design and only take 1 hour.
Our 1-day interactive course starts by discussing ‘What is service design?’ giving participants the opportunity to ask questions following their homework session and arrive at a service design synopsis. This will be followed by two presentations discussing ‘Service Design in Context’, covering industry context and organisational context of service design, and ‘Service Design Theory’, providing an overview of Service Dominant Logic, Usability, User Experience, User Centred Design (Design Thinking) and Industrial Ethnography.
Alongside this you will participate in a practical service design workshop, where you will walk through the service design process in teams using interactive exercises to provide hands-on experience of service design tools and methodologies including Service Safaris, Journey Mapping, Prototyping and Presenting.
At the end of the day, we wrap everything up with the presentation of ‘Service Design: The Business Case’, an overview of how to relate service design to business practice covering strategic objectives, tactics and measurement of service success
Who should attend?
This course is designed for people who are new to service design or have only limited previous knowledge and practical experience. It will introduce you to the core theory of service design, orient you to the service design process, give a practical demonstration of the key tools and techniques involved and relate service design back to business fundamentals.
How will I benefit?
By attending our service design training course, you'll be able to:
- Explore existing knowledge and assumptions about service design.
- Gain an understanding of some of the central ideas that contribute to current service design practice.
- Explore the structure of the service design process and how convergent and divergent thinking are applied.
- Understand user and stakeholder research in context.
- Use a framework for turning observations into valuable insights that highlight user needs and opportunities for service development.
- Develop a user-centred perspective on the development of service solutions.
What will I learn?
By attending our service design training course, you'll learn:
- How to relate service design to other relevant disciplines and business functions i.e. marketing, operations, IT & systems.
- How the double diamond service design process might work in your own organisation.
- Introductory practical skills to understand user and stakeholder research in context.
- Introductory practical tools for aiding service development in your own organisation.
- How creativity, visual thinking and building can be used to design innovative service concepts.
- To relate what you have learned about service design into a business context.
Service Design Principal, Nile
Philip has over 10 years' experience consulting on insight, brand and service design challenges for a wide range of global clients across telecoms, FMCG, financial services, media and public sector
He has a BSC in Cognitive Psychology & Neuroscience and takes keen interest in applying and understanding consumer needs and behaviour. Philip has helped develop Nile's insight, service design and innovation offer, and has consulted for and run teams at number of leading Global design and strategy agencies: IDEO, Clear Ideas, Face Group, Engine Service Design and now heads up the Service Design offer at Nile
What do you do at Nile?
I work with the team at Nile to shape our approach to insight and service innovation. I help our clients to think about new opportunities, value propositions and develop service experience blueprints that allow clients to deliver great services experiences.
Nearest tube stations:
Farringdon (Circle, Metropolitan, Hammersmith & City) or Chancery Lane (Central Line)
Contact us directly at email@example.com or call 020 7269 1470 to reserve your spaces.