Strategic service design masterclass
Training

Strategic service design masterclass

Erik Roscam Abbing
  • Erik Roscam Abbing
  • Director
Practical:
  • When:
  • Thursday, 20 June 2019 at 9:00 am - Friday, 21 June 2019 (CEST)
  • Where:
  • Livework Studio, Rotterdam

  • Pricing:
  • Eurozone €1800/ UK £1800

You need a solid introduction to what service design is and how it can tackle business challenges? You want to know how you can drive business and organisational capabilities by understanding your customers better?

Course description

This two-day course will give you a solid understanding of how service design can drive strategy and improve customer satisfaction to the benefit of the business and organisation.

What we’ll cover:

  • Why services need to be designed
  • The role of service design in a changing world
  • Why service design is the right approach for your business and organisational challenges
  • The tools and mindset to be able to start shifting towards a more customer-centric organisation
  • How to drive innovation in your organisation

Learning objectives

At the end of this course, you will know when and how service design is a valuable approach. You’ll be able to describe its fundamental principles and tools. You’ll also have a clear idea on how to put them into practice. You will be able to manage a team to work in a more user-centred, effective and strategic way. You’ll have developed a service design mindset and the confidence to make a well-informed decision to invest in further steps.

Program preview

Day 1 morning: Customer experience

  • Understanding change
  • Design and business challenges
  • The ingredients of Customer Experience excellence

Day 1 afternoon: Organisation

  • Creating a Customer-oriented organisation and culture
  • Fostering internal alignment and collaboration

Day 2 morning: Business

  • Understanding the value your organisation provides
  • Preventing customer irritations and failures
  • Achieving higher customer performance

Day 2 afternoon: Innovation

  • Service design and branding
  • How to focus and define the right strategy

Registration

Interested in joining this masterclass?

Register here

Masterclass

  • Rotterdam | June 20-21 2019 | 09:00-18:00 | Register