TMI Niveau 2
GAINING COMPETITIVE ADVANTAGE THROUGH SERVICE DESIGN

DAY 1: UNDERSTAND - 25 November 2014

Objectives

After the training, participants will be able to :

  • Understand the customer experience through observation and analysis
  • Create customer insight

Programme

Key Topics

  • A brief history of Service Design
  • Customer lifecycles
  • Customer research

Activity AM

  • Introduction to Service Design
  • Understanding customer behaviour and experience
  • Use lifecycle to analyse service “hotspots”
  • Define key customer research questions

Activity PM

  • Overview of research tools – pros & cons -
  • Plan customer insight work
  • “Go outside” meet and observe customers
  • Document, analyse and map customer insights

End of day reflection: How could you apply this in your own organisation?

Target audience

CEOs, CTOs, CIOs

Innovation managers, business development managers, marketing managers

Alex Nisbett

Lead service design trainer

Understands the customers' experience, develops customer journeys, service experiences, creates blueprints and detailed service designs.

Alex will lead specific training sessions and ensure that tools and skills are useful for participants.

Clients include: BBC, London Olympics, Vodafone, T-Mobile, BAA, Virgin Atlantic and the Portuguese Airports Authority.

Mark Nijland

Service designer

Mark focuses on the concepts and prototype methodology. Designs and develop materials for co-creation as well as develops service solutions.

Co-creating with viewers and their team a set of principles, which were then tested with users.

Clients include: BBC, Weve, Samsung.

Registration fees

  • 2500 € (for the 5-day training course)

Online registration

Register online on the website of the Luxembourg School for Commerce:

Module 1

Date & Time

25 November 2014

8.30-17.30

Language 

English

Location

Centre de Formation de la Chambre de Commerce

7 r. Alcide de Gasperi - Kirchberg  2981 Luxembourg