09.05.2013

Sign up for the Service Design Thinking TRAINING: 'LEARNING BY DOING' May 28th & June 27th, special topic Customer Journey Mapping (in Dutch)

'LEARNING BY DOING'
This high energy 4 hour course will give you a common level of understanding of the Service Design Thinking principles, key tools & terminology. The focus of this course will be on this hands-on part, learning by doing. The tool we will practice on these dates is: Customer Journey Mapping.

Part 1 > Theory
A short and interactive introduction into Service Design Thinking. What is it, where does it come from and why now? What are the challenges? What are the main 'Schools of Thought’ within Service Design? What are the key case studies? Where can you find more information?

Part 2 > 'Learning By Doing'
The focus of the course will be on this hands-on part, learning by doing. The tool we will practice on these dates is: Customer Journey Mapping. We will prepare some interesting challenges and personas and we will train on mapping the Customer Journey: the interaction of the customer with the service.

This allows us to step into the customer shoes. It shows us the customer’s perceptions and the larger context in which we play a part. It lets us be emerged in their world, their reality. Get a deeper insight into customer needs, perception, experience and motivation. It will answer questions like: What are people really trying to achieve? How are they trying to achieve this? What do they use and in what order? Why do they make a choice? What are they experiencing, feeling, while trying to reach the desired outcome?

This qualitative design research tool will provide you with customer insights to improve the customer's experience. The toolkit will be handed out after the training so you can start applying the tool immediately to your own business case.

Prices & Contact
Dates: May 28th (Special topic: Customer Journey Mapping), June 27th 15:00 hr - 19:00 hr
Location: Herengracht 265, 1016 BJ Amsterdam. Cost 195,= EUR excl. VAT (drinks included). Please sign up by sending us an email.

View our presentation of the Service Design Thinking Training: 'Learning by Doing'

We also offer an in-house version of our Service Design Thinking training on two levels: Foundation course and Practitioners course.

During the in-house training we will answer the following questions: How can we use Service Design methods and tools to build sustainable relationships with customers? How can we design and operate services or product-service systems to become a stronger and more competitive brand?

We will practice tools and methods like Context Mapping, Value Network Mapping & Analysis, Customer Journey Mapping, Prototyping, Roadmapping, Blueprinting, Business Modelling, Culture Scan, Incentive Scan, Service Innovation Canvas...etc.

View our presentation of the in-house Service Design Thinking Training: 'Learning by Doing'