Service Design Masterclass

Overview

Our 2-Day In-Person Service Design Masterclass offers a comprehensive and immersive learning experience designed to equip participants with the knowledge and skills necessary to excel in the field of service design. This masterclass is tailored for professionals eager to understand and implement service design principles in their organisations.

How it helps your organisation

• Enhanced Customer Experience: Service design focuses on creating user-centric services, ensuring that every touchpoint meets or exceeds customer expectations, leading to increased satisfaction and loyalty.
• Innovation and Adaptability: By employing service design principles, organizations can more effectively innovate and adapt to changing market trends and consumer needs, keeping them competitive and relevant.
• Operational Efficiency: Service design helps in streamlining processes and eliminating inefficiencies, leading to cost savings and improved operational effectiveness.
• Sustainability and Responsibility: Service design encourages the integration of sustainable and socially responsible practices, aligning business operations with environmental and ethical standards.
• Cross-Functional Collaboration: Service design fosters collaboration across different departments within an organization, breaking down silos and encouraging a more cohesive and unified approach to service delivery.

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Schedule

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Day 1: Foundations and Discovery

• Introduction to Service Design: We begin with an overview of service design principles, exploring their importance and impact in today’s business landscape. Participants will be introduced to key concepts and methodologies that form the backbone of service design.
• Customer-Centric Approach: The focus shifts to understanding the customer journey. Participants will learn how to map customer experiences, identify touchpoints, and recognise the significance of customer-centric thinking in service design.
• Discovery Techniques: We delve into various discovery methods such as human-centered research, ethnographic studies, and customer interviews. This session aims to provide participants with tools to gather insightful data about user needs and preferences.
• Group Workshop: The day concludes with a collaborative workshop where participants engage in hands-on activities to apply the concepts learned. This session is designed to stimulate creative thinking and problem-solving skills.

Day 2: Ideation, Prototyping, and Implementation

• Ideation and Design Thinking: Day two begins with ideation sessions using design thinking frameworks. Participants will learn to generate innovative service design solutions and how to approach problems creatively.
• Prototyping and Testing: This segment covers the creation of prototypes and the testing process. Participants will understand how to bring their service design concepts to life and validate them with real-world scenarios.
• Implementation Strategies: The masterclass addresses strategies for implementing service design changes within an organisation, discussing aspects like service blueprinting, stakeholder management, and change management.
• Final Presentation and Feedback: Participants will have the opportunity to present their prototypes and receive constructive feedback. This session aims to refine their ideas and prepare them for practical application.

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How Long It Will Be

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