Service Design

Overview

Innovation is a primary source of competitive advantage in the global marketplace. Service Design leans on concepts and practices in ‘Design Thinking’ to research and develop innovative ideas. The programme offers organisations the process, methods, tools and techniques to translate innovation into a reality.

In order to maximise the benefits of innovation, organisations are currently focused on three key aspects: Building an environment suitable for Innovation and Design Ensuring that the innovation and design process is efficient and effective Equipping their team with the capability to design and deliver innovative solutions.

Based on these aspects, this programme provides participants with a practical, ‘hands on’ exploration of the principles, tools, and frameworks such as Design Thinking for Service Design. The programme also discusses the essentials needed to breed an innovation culture in the organisation.

Key Takeaways

Upon completion of the programme, you will be will be able to:

• understand and apply the central concepts of Design Thinking to innovation projects;
• approach service innovation from an outside-in perspective and understand the process for evolving a fuzzy idea into a fully envisioned service concept;
• understand how to conduct user research and synthesise data from multiple sources in order to discover unmet needs and develop ideas;
• understand and use tools such as personas, customer journey mapping, service blueprinting and storytelling  to realise  service innovation;
• illustrate a new service innovation concept and explain its value proposition and the outcome intended for the customer;
• carry out low fidelity prototyping of a proposed innovation concept to evaluate, adapt and refine the idea.

Who Should Attend

• Please refer to the job roles section.
• Applicable to practitioners and managers who need to know how to apply design thinking to evolve ideas from abstract to service concept and design.
• Designed for Service, Product, and Project Managers seeking to extend their innovation skillset. The programme will be relevant to Product Development Managers, Service Improvement Teams, Product and Service Managers, Project Managers, Innovation Managers, Quality & Process Improvement Managers, Marketing Managers & Executives, Customer Service Managers and UX Designers.