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Key Service Design methods and strategies


A new year, new tricks. The dates have been confirmed for Engine Service Design’s seminars on key Service Design Tools and Methods, in association with the Design Management Institute (DMI).

Taking place in London on March 21-22 and October 17-18, 2013, venues TBC, find out more and book your place here.

This seminar is aimed at helping organisations harness innovation, using Service Design to tackle problems, identify possible futures and develop services that increase engagement and truly connect with the customer.

During the session, we will focus on helping businesses engage Service Design as the collaborative process of improving the economic, social, and environmental value of their products and services. 

The seminar will focus on developing the capacity to form the practical methods and strategies that can then be used to deliver great service experiences. Through case studies and interactive sessions we will show how to employ customer-centric approaches to innovate services, from empathic techniques to uncover what customers want, to creative and collaborative methods to develop new service propositions. 

Participants will learn how to recognise and develop the internal capacity to design customer-facing service propositions, and how to use Service Design techniques to build the characteristics of a customer-focused business.

What you will learn: 

  • Audit and spot key elements that affect service performance 
  • Use tools and techniques to conduct user-centred research 
  • Map the customer’s journey 
  • Engage service users in co-creation 
  • Communicate initial ideas and concepts to get internal buy-in 
  • Prototype and validate service and experience concepts to reduce risk 
  • Specify services to ensure consistent delivery 
  • Engage front line staff to deliver great service experiences 
  • Improve and develop new service propositions

Who should attend?

Businesses deliver services through systems of people, products, and processes. Anybody who is involved in managing or delivering one or multiple aspects of a service system and those in commercial and new venture roles who are seeking to translate a commercial opportunity into a consumer proposition can benefit from this seminar.

Design managers, marketing executives, and internal teams responsible for customer insight and customer experience will find this workshop particularly interesting, as will those tasked with building Service Design capacity within their organisation. 

Professionals in the public sector can benefit by using Service Design practice to inform policy-making process to develop services that are more meaningful and useful through engaging local partners and communities.

Please note that this seminar is designed for representatives from business and the public sector. 

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