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Service Design ThinkingThis high energy two-day course on 24 and 25 June 2016, will give you a deeper understanding of design thinking principles, key tools and terminology. The focus of this course is on 'learning-by-doing'. The tools to be introduced are: stakeholder mapping, value network mapping, personas, customer journey mapping, service scenarios and prototyping. We will work on an actual cases. The tools can be applied the next day/week in your working environment. Theory On the first day, we will go through 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? Sign up here: http://www.designthinkersacademy.com/za/design-thinking-fundamentals-training-capetown-june-16 'Learning by doing' --------------------------------------- - 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 already will get a 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, behaviour, attitudes of people is very important for developing improvements or innovations of the services provided. - Customer journey mapping allows us to further step into the customer shoes. It shows us the customer's perceptions and the larger context in which we play a part at the different stages of their journeys. 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? - A customer journey map is built up layer by layer. We start 'above water', with the customer and slowly dive deeper and deeper into the organisational structures and context. The tool can be used with customers or management, employees and other stakeholder or, even better, in a mix. - 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. - Service scenarios are used to visualise how a (newly designed) service is being experienced from a customer point of view. Simple visualisation techniques are being introduced. - Prototyping is done to be able to test a service concept in a 'low tech' environment with relevant stakeholders. Prototyping can be done by building artefacts from cardboard or paper or by using Lego. Also role play is a powerful way of prototyping. All tools will be handed out after the session and are free of use. --------------------------------------- AND Tom Ryan, Senior Practitioner in Systems Thinking and Strategy, Ex-Director of the UCT Graduate School of Business Executive MBA Programme Ticket Prices: Regular ticket price R4.999,= (including lunch, snacks and drinks)*. Discounts available for teams signing up or NGO's. Date: 24 June 2016 to 25 June 2016Time: 08:30 - 17:00 Venue: Workshop 17, V&A Waterfront, Cape Town Cost: R4499 More info: http://www.designthinkersacademy.com/za/design-thinking-fundamentals-training-capetown-june-16 |