About the course
When you have two coffee shops right next to each other, that each sell the exact same coffee at the exact same price, service design is what encourages a customer to walk into the one and not the other.
In a world of proliferating products, where technology can more often hinder than help, service design is transforming the way organisations relate to those who use their services, improving both the customer experience and organisational performance. 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 user experience.
Before you attend the session we’ll give you a good overview of the key concepts in service design, don't worry, it will only take you an hour and will give you a good base knowledge.
Our one-day interactive course starts by discussing ‘What is service design?’ Where we’ll explore where service design originates, how it differs from the product sales lead approach employed by many organisations and importantly how it relates to areas such as branding/marketing, user experience and lean process improvement.
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 will 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?
If you’re coming up against organisational boundaries in your area of capability, think there might be a better way to co-ordinate the needs of your organisation and its ‘customers’ and ‘suppliers’, but aren’t sure how to take the first step, this course will be ideal. It's 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:
- Take a more holistic perspective on how to improve and innovate service experience and performance, by working across organisational silos.
- Reframe service problems, shifting the focus from selling products to sustaining valuable service relationships.
- Articulate the value of improving your organisation’s service capabilities, alongside other levers such as improving operational efficiency, marketing activity and new product development.
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, user experience, IT and operations.
- How the double diamond service design process might work in your own organisation.
- Introductory practical skills to understand user and stakeholder research in context and practical tools for aiding service development in your own organisation.
- 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.
Contact us directly at firstname.lastname@example.org or call 020 7269 1470 to reserve your spaces.