Engine Service Design
London, UK, October 17-18, 2013
Leading organizations have something in common. They have responded to more informed, demanding and time-scarce consumers by innovating to help make their customer’s lives easier, more productive, and more enjoyable. They have recognized the need to maximize and retain the skills and talent of their employees by engaging with them and building the internal teams and capacity required to foster a culture of service and strategic service innovation. Many of them have made use of technological innovations to reduce the cost of supplying differentiated services and create value for customers.
These transitions have been made possible by a shift towards providing services, as even traditional product-based businesses are now offering a broad spectrum of innovative value-added services. This seminar is aimed at helping organizations harness that innovation, using Service Design to tackle problems, identify possible futures and develop services that increase engagement and truly connect with the customer.
During the session, we will focus on helping businesses engage Service Design as the collaborative process of improving the economic, social, and environmental value of their products and services.
Our aim is to help businesses embed a holistic Service Design approach, developing their internal capacity to assess the demand, offerings, and strategies required to deliver services across multiple touchpoints and channels over time. The seminar will explore how businesses can add value for both users and providers by improving not only factors such as ease, satisfaction and the look-and-feel of services, but also how to build and develop the systems and operational processes behind them.
The seminar will focus on developing the capacity to form the practical methods and strategies that can then be used to deliver great service experiences. Through case studies and interactive sessions we will show how to employ customer-centric approaches to innovate services, from empathic techniques to uncover what customers want, to creative and collaborative methods to develop new service propositions.
Participants will learn how to recognize and develop the internal capacity to design customer-facing service propositions, and how to use Service Design techniques to build the characteristics of a customer focused business.
What you will learn:
Audit and spot key elements that affect service performance
Use tools and techniques to conduct user-centered research
Map the customer’s journey
Engage service users in co-creation
Communicate initial ideas and concepts to get internal buy-in
Prototype and validate service and experience concepts to reduce risk
Specify services to ensure consistent delivery
Engage front line staff to deliver great service experiences
Improve and develop new service propositions
Who should attend
Businesses deliver services through systems of people, products, and processes. Anybody who is involved in managing or delivering one or multiple aspects of a service system and those in commercial and new venture roles who are seeking to translate a commercial opportunity into a consumer proposition can benefit from this seminar.
Design managers, marketing executives, and internal teams responsible for customer insight and customer experience will find this workshop particularly interesting, as will those tasked with building Service Design capacity within their organization.
Professionals in the public sector can benefit by using Service Design practice to inform policy-making process to develop services that are more meaningful and useful through engaging local partners and communities.
Please note that this seminar is designed for representatives from business and the public sector. If you represent a design company, or a large group of designers and are interested in training in service design, please contact us to discuss your requirements.
About Engine Service Design
Established in 2000, Engine is one of the world’s leading service design and innovation consultancies.
We take a highly collaborative, holistic and user-centered approach working across many industries, with clients including The BBC, Nokia, Philips, Virgin companies, InterContinental Hotel Group, The Portuguese Airport Authority, E.ON, Mercedes- Benz, The AA, and a number of public sector and local government organizations.
Service Design - Telling the Truth
Engine's Gavin Maguire discusses Service Design focusing on:
What is Service Design?
How Engine does Service Design?
What our clients value about Service Design?
What are the skills required?
Date and location:
London, UK, October 17-18, 2013
The seminar will be from 9:00 until 17:00 on Thursday, and from 9:00 until 12:00 on Friday. This seminar will be held at the studio of Engine Service Design, 6a New Concordia Wharf, Mill Street, London, SE1 2BB, tel. 44 (0)20 7064 6868. For directions, visit www.enginegroup.co.uk/about_us/how_to_find_us/. This venue does not include hotel rooms. We suggest booking rooms at hotels in the London Bridge area.
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