Service Design Thinking Fundamentals Cape Town
This high energy one-day course will give you a common level of understanding of the customer centric design principles, key tools and terminology. The focus of this course is about developing hands-on experience in using service design tools through "Learning by Doing".
The tools we will practice are: stakeholder mapping, value network mapping, persona profiling and customer journey mapping.
Part 1 > Theory
A short and interactive introduction into Service Design Thinking and Customer Centric Design. 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 course is hands-on and high energy. Participants will design for some interesting challenges using personas and we will train on a set of tools that are fundamental in Service Design Thinking. Customer Journey mapping is at the core of the course: the interaction of the customer with the service.
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You will practice the following tools:
Stakeholder Mapping provides you with an overview of the 'eco-system' that you are exploring. Stakeholders are people, teams or organisations that directly or indirectly exchange 'value'. The exchange of value is used as the basis to explore the underlying services provided by the stakeholders.
Value Network Mapping creates insight in the exact values that are being exchanged between stakeholders. Using this tool, you will get more detailed insight into the services being provided by the stakeholders
Personas are used as the basis for Customer Journey Mapping. Finding out about the objectives, behavior, attitudes of people is very important for developing improvements or innovations of the services provided.
Customer Journey Mapping 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?
Date: 07 December 2015Time: 08:30 - 16:30
Venue: V&A Waterfront, Watershed, Workshop 17, Cape Town
Cost: R1,600 if you book before 30th of November
More info:
1st floor in the Watershed opposite the Aquarium. We will be in Meeting Room 3 above the coffee shop.