(English spoken) Learn how to apply Service Design Thinking to the rapid innovation of Customer Experiences in multi-channel Product-Service Ecosystems. The Executive School in Amsterdam ‘This is Service Design Doing’ is planned in the week of February 24th – 28th, 2025.
Marc Stickdorn, the co-author of the award-winning service design book ‘This is Service Design Thinking’. View Marc’s profile on LinkedIn
Markus Hormess, Service Innovation Expert and co-initiator of the world’s largest service design event ‘Global Service Jam’. View Markus’s profile on LinkedIn
Adam Lawrence, Service Design & Customer Experience Expert and co-initiator of the world’s largest service design event ‘Global Service Jam’. View Adam’s profile on LinkedIn
In this workshop you will experience the power of service design thinking first hand. You’ll not only become familiar with the fundamental tools and methods of service innovation, but also learn about the strategic design process and key skills of facilitation. The tools of service design are easy to grasp and easy to use, but are rooted in business reality and bring powerful clarity and insight. They can be used to design unique services or service components which will stand out from the competition, or to optimise existing services around what the customer really wants, cutting away wasteful effort and concentrating on a unique customer experience across various on- and offline channels.
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 and facilitating small project teams focused on individual service elements, or developing new value for your entire service offering.
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. You will experience several different co-creative styles and have the opportunity to practice your own facilitation skills. In addition, a unique framework is introduced that integrates the Service Design tools with your business model as well as your operations and business strategy. Confidential feedback sessions are offered around the workshop, giving participants the opportunity to receive input from the mentors on individual challenges from their work, project experience and group facilitation.
Methods and tools include: Ethnography, Personas, Stakeholder Mapping, Value Network Mapping, Customer Journey Mapping, Service Blueprinting, Business Model Canvas, Service Prototyping, Investigative Rehearsal, facilitation skills.
13:00 hr Doors open; Check-in
14:00 hr Welcome and introduction
16:00 hr Presentation: Service Design Overview
16:00 hr Introduction to Service Design challenge and work groups
17:00 hr Design research & planning
19:00 hr Get-together with light dinner and drinks
20:00 hr End of Day 1
08:30 hr Welcome & Coffee
09:00 hr Design research loops (field work, sense-making)
12:00 hr Lunch
13:00 hr Service Design Basics (stakeholder maps, personas, journey maps)
17:30 hr Reflection and Q&A Day 2
18:00 hr End of Day 2
08:30 hr Welcome & Coffee
09:00 hr Advanced Tools (Emotional journeys, Ideation & Idea Selection)
13:00 hr Lunch, Free time (catch up with your work, digest the input or enjoy the city)
16:00 hr Prototyping & Testing (prototyping framework and overview, desktop walkthrough, paper/cardboard prototyping, investigative rehearsal)
19:30 hr Reflection and Q&A Day 3
20:00 hr End of Day 3
08:30 hr Welcome & Coffee
09:00 hr Business tools and backgrounds I (Service Ad, Dramatic Arcs, Service Blueprint)
12:30 hr Lunch
13:30 hr Business tools and backgrounds II (Business Model Canvas, Business & Service Framework)
15:30 hr Case study
16:00 hr Masterclass: Service design project planning
17:30 hr Reflection and Q&A Day 4
18:00 hr End of Day 4
20:00 hr (optional) Dinner
08:30 hr Welcome & Coffee
09:00 hr Masterclass: Embedding & Scaling service design / Journey Map Operations
10:30 hr Masterclass: Facilitation
12:00 hr Lunch
13:00 hr Meet the practitioners
14:00 hr Closing and final Q&A
16:00 hr End of Executive School snd "Soft close" (you are welcome to stay in the building and chat while you wait for your transport etc)
Language: English
Venue: Amsterdam, The Netherlands
Dates: 24 - 28 February 2025
Max. Participants: 24
Ticket Price: €3.250
Prices are excluding VAT. The ticket includes daily lunch, morning and afternoon snacks, and beverages. Also included is the dinner on Thursday evening and one copy each of the books ‘This is Service Design Doing’ and 'This is Service Design Methods'.
A certificate from DesignThinkers Academy is awarded to participants who successfully complete the course.
Discounts available for teams signing up, Freelancers, Non-Profits and Government Organizations.
Contact info@designthinkersacademy.com
Presented in association with DesignThinkers Academy
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.
