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 second time, offered in Chile as a three day “Essentials” version, brought to Santiago.
The program will be held by Las Majadas de Pirque, epi (center) of talks for Chile and Latin America. Las Majadas is located in the rural district of Pirque, in the southeast area of the Metropolitan Region of Santiago de Chile. In this land of vineyards and rivers at the foot of the Andes Mountains is a unique place of 8 acres of hundred-year-old trees, fresh water springs and a palace designed by the architect Alberto Cruz in 1905.
FACILITATORS EXPERTS IN THE FIELD
BACKGROUND HIGHLY PRACTICAL WORKSHOP
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.
PROGRAMWHAT TO EXPECT IN DETAIL
MONDAY, SEPTEMBER 23th 2019
/ Introduction and Service Design case study
/ Theory and Practice of Design Research
/ Service Design Basics (stakeholder maps, personas, customer
/ Reflection and Q&A
TUESDAY, SEPTEMBER 24th 2019
/ Advanced Tools (emotional maps, dramatic arcs, advanced sketching
/ Prototyping and Testing (prototyping framework and overview, investigative
rehearsal, desktop walkthrough, paper/cardboard prototyping)
/ Reflection and Q&A
WEDNESDAY, SEPTEMBER 25th 2019
/ Business tools and backgrounds (Service Dominant Logic, Business Model Canvas, Business and Service Framework)
/ Facilitation Master Class Reflection and Q&A
FACTS & FIGURES
Venue/ Las Majadas de Pirque,Santiago de Chile, Chile
Max. participants: 30
2,200 USD (first 10 tickets)
2,500 USD (from 11th to 30th tickets)
3,000 USD (from the 31th on)
- Includes 2 nights accommodation in Las Majadas de Pirque
- Given the TiSDD approach, this program will be taught in english without a translator.