Contents
From definitions and specifications to customer journeys, touchpoints and blueprints to the design process.
Understanding user needs and identifying innovation potential with Service Safaris and Cultural Probes.
Interpretation of research results, empathy mapping for the customer and customer journey visualization with CJM.
Finding and prioritizing ideas and utilizing them to generate and visualize service concepts.
Development of prototypical services with experience prototyping and service blueprints.
Develop service innovations with blueprints and implement them in business practice.
Accomplishments
Internationally recognized certificate
High-quality digital training documents
Extensive presentation as PDF
Numerous templates for daily work
Folder with numerous templates
Lots of Best Practices
Exchange and discussion with other participants
Alumni group for further contact
Photo and video documentation
Links, literature and tooltips
Special places in a creative ambience
Lunch, hot & cold drinks, fruit and snacks
Internationally recognized certificate
High-quality digital training documents
Extensive presentation as PDF
Numerous templates for daily work
Folder with numerous templates
Lots of Best Practices
Exchange and discussion with other participants
Alumni group for further contact
Photo and video documentation
Links, literature and tooltips
Special places in a creative ambience
Lunch, hot & cold drinks, fruit and snacks
Internationally recognized certificate
High-quality digital training documents
Extensive presentation as PDF
Numerous templates for daily work
Folder with numerous templates
Lots of Best Practices
Exchange and discussion with other participants
Alumni group for further contact
Photo and video documentation
Links, literature and tooltips
Special places in a creative ambience
Lunch, hot & cold drinks, fruit and snacks
Nowadays, differentiation and success on the market are not achieved by features, but by a unique customer experience, new services and connections between products and services. With special processes and methods, service design thinking helps you to identify innovation potential and to create attractive and useful services for your customers, which can be implemented efficiently by you as a provider. This seminar enables you to see the innovation and optimization potential in your own offers so that you can successfully design services and holistic customer experience.
When people are using a product or a service, they come in touch with various interfaces and communication channels. The design of such “touchpoints” often lays in the hands of several different teams, which not rarely lead to gaps and breaches in the customer experience. The demand for specially skilled designers, managers and consultants, who can orchestrate a consistent and successful customer experience, is increasing in private as well as in public sector.
You will get to know methods and tools from human-centered design, which will help you to understand your customers better and perceive pain points and improvement potential from their point of view. From there, you will be taught to think at adaptable and innovative solutions which can be communicated and implemented effectively. The perspective of service design thinking will help you to see your own offers in an integrated way and recognize new opportunities for service expansion or enhancement in all phases, from acquisition to follow-up.
This seminar was developed for people who are responsible for the conceptual and strategic development of new services and a holistic, cross-channel customer experience in organizations, agencies, institutions or NGO’s. These are, for example, service planners and managers, project and product managers, marketing and sales managers, customer service managers, designers and design managers from all fields (user experience, visual design, product design) as well as architects, scrum masters, product owners, business consultants and start-ups.
X8® - Our Training Concept
Agenda
1st Day - INTRODUCTION AND OVERVIEW
On the first day you will receive an overview of the field of service design which will include exercise, so that you can experience the way of thinking, methods and tools, and reflect on them over the course of the seminar.
09:00 – 09:30 Welcome, getting to know and warm up
Definitions and disciplines
Service design, design thinking, customer experience design, human-centered design
The service perspective of design
Customer journey, touch points, channels, experience cycle, blueprint, service ecosystem, expectation management, service and product design quality criteria for services…
The necessity and use of service design
Important trends (servitization, shared economy, experience economy,…), new requirements for companies (customer experience as USP, pressure of innovation etc.), example cases
The Design process
The double diamond process, analysis and exploration, insights, ideation, concept development, prototyping, testing, implementation
Practical exercise (about 2h): Design thinking crash course. You will go through the most important steps of the design process, try exploration and empathy-building methods, develop new ideas, build prototypes and try them out.
12:00 – 13:00 Lunch break
Design research goals
Understanding of user’s needs, detection of latent needs, improvement of customer satisfaction, the realization of innovation potential, easier understanding of how to change customer’s behavior
Methods and tools
Immersion, service safari, design ethnography, AEIOU observations, diary studies, cultural probes, extreme users, mood boards…
Practical exercise (about 2,5h): Design research methods
15:30 – 16:00 Retrospective, reflection and integration
2nd Day - INSIGHTS, IDEATION AND VISUALIZATION
On the second day, you will learn how to analyze service offers from a customer’s perspective with the help of a customer journey map. In the context of a specific design exercise, you will be taught how to identify innovation potential and to transform your insights into adaptable and efficient solutions.
09:00 – 09:15 Preview and warm up
Design research synthesis
Organization of research results, build of clusters, search for patterns, interpretation, insights, modeling, problem re-framing
Representing users
Personas as an empathy tool, orientation and sources of inspiration; A-day-in-the-life, empathy mapping
Customer journey mapping
Visualization of customer’s journey, a discovery of the potential for improvements and innovations, optimization of resources, alternatives and applications
Practical exercise (about 2,5h): Personas, customer journey mapping
12:00 – 13:00 Lunch break
Finding und prioritizing ideas
Brainstorming, body storming, inspiration cards, opportunity maps,…
Developing and visualizing service concepts
Sketching, concept map, storytelling, storyboarding, scenarios, offering maps, design the box, service evidencing…
Practical exercise (about 2,5h): Finding ideas, affinity diagramming, design the box
15:30 – 16:00 Retrospective, reflection and integration
3rd Day - PROTOTYPING, TEST AND REALIZATION
On the third day, you will learn how to include customer feedback during the development of a concept, in order to enhance the design and minimize risks and costs. Furthermore, you will be taught how to communicate your service concepts in your own organization effectively.
09:00 – 09:15 Preview and warm up
Forms of prototyping in service design and possibilities to include the user: experience prototyping, lofi vs. hifi prototyping, desktop walkthrough, service staging, role plays, service evidencing, co-design, service innovation labs, etc.
Practical exercise (about 2,5): Prototyping and testing: You build and test prototypes based on your storyboard and let the feedback influence your work.
12:00 – 13:00 Lunch break
Developing services in detail
Service blueprints – requirement specifications for services (possible interactions, touchpoints, organizational and technical requirements…), stakeholder maps, system maps, motivation/use matrix, business model canvas for services
Integrating service design thinking into your own business
Typical challenges while integrating design thinking, tips, design tools and visualizations of the organizational change, best practices…
Practical exercise (about 1,5h): Service Blueprinting
15:30 – 16:00 Integration, conclusion and farewell
Benefits
First-class trainers with distinctive practical knowledge and many years of experience in an int. context
Learning content didactically prepared and creatively implemented
Practical application of theoretically well-founded knowledge
Latest results of brain research applied
Integrated coaching and mental training methods
Based on neuroscientifically founded principles
Attractive venues with a special atmosphere
Personal, informal interaction with trainers and participants
Dates
Up to 15% discount for the registration of several employees at one seminar. We are exempt from sales tax, therefore the net prices correspond to the gross prices.
Trainer
Short profile Short profile Short profile Short profile Short profile Short profile 
Testimonials
Informations
Facts & Figures
Certificate
The certificate “Certified Service Design Thinker” of the XDi – Experience Design Institute is awarded for the completed seminar, the active participation in the practical exercises as well as the final presentation. The certificate is recognized by the UXPA and the Interaction Design Foundation and enjoys an international reputation.
Our Services
XDi'Inhouse
XDi'360°
You achieve the most sustainable learning success with a good mixture of training, coaching and consulting. All XDi trainings can be combined with individual coaching and accompanying consulting services to form a "Continious Improvement Program" for continuous development.
XDi'Coaching
In order to support your team or individual team members in a targeted way and to promote them more strongly, we have developed a special coaching offer. We coach you on all topics of our further training courses. Just let us know exactly how we can support you.
XDi'Consulting
We advise companies and their executives on the path to digital transformation. We prepare companies for the transformation of a networked, global world and accompany them in the development of new working environments, the use of digital tools and the setup of their teams.
References
