This is Service Design Doing: Essentials is a comprehensive 3-day course on service design process, methods, and facilitation.
We live in a service-based economy. 1.7 billion people work in service platforms. The course is designed for executives striving to create or improve customer experiences and integrate service design in their organisation. This course is led by Marc Stickdorn, co-author of the book This is Service Design Thinking, and by Adam Lawrence, co-initiator of the Global Service Jam. The course has been presented in Amsterdam, Atlanta, Barcelona, Berlin and Shanghai, and it is now, for the first time, offered in South America as a three day “Essentials” version, brought to Brazil by Laje.
Marc Stickdorn, service design consultant and editor of the award-winning service design book ‘This is Service Design Thinking’.
Adam Lawrence, Customer Experience Expert and co-initiator of the world’s largest service design event: Global Service Jam.
Why should I apply?
Nowadays, customers are more knowledgeable than ever before, and they are talking to each other, which makes customer satisfaction more important than it has ever been. Only an in-depth and holistic understanding of customers and their environment can create offerings that provide meaningful value and make a real difference on the bottom line. Service Design Thinking can provide this understanding. Learn how to apply Service Design Thinking to the rapid innovation of customer experiences in multi-channel product-service ecosystems.
What is the take-away of my daily work?
The main take-away of the workshop will be the ability to apply several tools to your own business problems in order to innovate towards new value propositions. You will be able to instigate real service-innovation projects in your organisation, leading small project teams focused on individual service elements, or developing new value for your entire service offering.
Curriculum and course content
The workshop is limited to 30 participants, and will be highly practical. You will learn about the service design process, methods, and tools by working on a project in a small team, with short periods of reflection on the theory behind contemporary service innovation methods. Confidential feedback sessions are offered around the workshop, giving participants the opportunity to receive input from the mentors on individual challenges from their work and project experience.
Methods and tools include:
Ethnography, Personas, Stakeholder Mapping, Value Network Mapping, Customer Journey Mapping, Service Blueprinting, Business Model Canvas, Service Prototyping, Investigative Rehearsal
— Introduction and Service Design case study
— Theory and Practice of Design Research
— Service Design Basics (stakeholder maps, personas, customer journey maps)
— Reflection and Q&A
— Advanced Tools (emotional maps, dramatic arcs, advanced sketchingand ideation)
— Prototyping and Testing (prototyping framework and overview, investigative rehearsal, desktop walkthrough, paper/ cardboard prototyping)
— Reflection and Q&A
— Business tools and backgrounds (Service Dominant Logic, Business Model Canvas, Business and Service Framework)
— Facilitation Master Class Reflection and Q&A
Venue: Laje, Praça Santos Dumont 80, Rio de Janeiro, Brazil
Max. participants: 30
This executive program is hosted by Laje.
This is Service Design Doing moves service design thinking from theory to practice, connecting customer experience to business success. The School facilitators Adam, Marc, and Markus, together with Jakob, also published the book with the same name. With cases and tips from 300 contributors, the authors outline tools and methods, discuss running workshops, sprints and projects, and explore embedding service design.
The co-created script of past editions of the schools laid one of the foundations for the book’s content.