Seminar - Service Design: Strategy, Methods and Processes

Today, organisations are under pressure to do more for their customers and society. As a result they have to question their own processes, culture and business models. The emergent discipline of Service Design has established the role of design thinking in addressing challenges that move beyond individual products and services.

Service Design employs a holistic approach to assess the demand, offerings, and strategies to deliver services across multiple touchpoints and channels over time. Service Design looks at adding value for both users and providers by improving not only ease of use, satisfaction, or esthetics, but also by improving the systems and operational processes behind them.

This seminar will explore the strategies and processes that professional Service Designers use to tailor services to the desires and needs of the user. Through case studies and interactive sessions, the seminar will demonstrate all the aspects that go into systematic innovation, proposition development and service delivery - covering user research, co-creation and empathic techniques, journey mapping, prototyping, visualisations and service blueprints.

Participants will gain an insight into how these elements are combined to ensure the delivery of exceptional services to customers.

About Engine Service Design
Founded in 2000, Engine is one of the world’s leading service design and innovation consultancies. From their London studio, a diverse team of designers, strategists, researchers and visualisers work on a wide range of service design and innovation projects for organisations such as Philips, Virgin, The Portuguese Airport Authority, BBC, the InterContinental Hotel Group, Kent County Council and other UK local government authorities. Their work is right at the heart of the development of new tools and methods in service innovation, bringing insights from user and stakeholder experience to designing processes and services.

Agenda
On day 1, the following topics are dealt with:

• What is Service Design?
• Why is Service Design important?
• The ethos of Service Design
• Service Design in practice: Case studies
• Exploring the process: key tools and methods
• Planning a service design project
• Designing services: insights, ideas and actions

On day 2, the following topics are dealt with:

• Service design as a strategic ideology
• The key steps of service design for positive change
• Assessing capabilities: improvement and innovation
• Exploring organisational challenges
• Determining skills and capabilities
• Good Service Design prospects

Timing
The seminar takes place on Tuesday, 23 February and Wednesday, 24 February. We start at 9.00 AM and finish at 5.00 PM.

Location
The seminar takes place in the Namahn design studio and library in Brussels. Directions can be found in the How to reach us section of this site.

Language
The seminar is conducted in English.

Registration
The participation fee for this two-day seminar is 500 euro (excluding VAT). Please register by filling in this form. In case of trouble, send mail to serviceDesign@namahn.com. We allow a total of 30 participants.

KMO-portefeuille
Namahn recently obtained the Qfor quality label, qualifying us for KMO-portefeuille (site in Dutch). KMO-portefeuille aims to provide Flanders-based SMEs affordable access to high-quality consultancy and training in innovation and international business. Hence, Flanders-based SMEs may be entitled to a 50% refund for this course. Find out more about the registration procedure.

Target audience
This seminar is aimed at designers, design consultants, innovation advisors, business analysts, product managers, service managers and R&D staff.

Spending the night
If you wish to stay in Brussels overnight, we recommend Hotel BLOOM! - Google map.

This seminar is organised with the support of Design Flanders, a part of Enterprise Flanders.