service design masterclass
Service design is a new discipline that focuses on all aspects of customer interaction with a business. By applying a design-led approach to creating new or improving existing services it is possible for companies to simultaneously delight customers and add greater value to their offering.
Think about your organisation and your customers:
- What promises do you make to customers? Do you know how to deliver them?
- What happens when customers try dealing with you? Is it seamless and enjoyable?
- What is your customer's experience like across each channel they deal with you?
Think about your own experience as a customer for a service you use:
- How would you improve that service to improve your own experience?
- Have they set it up so it works well the company but less so for you as the customer?
- What things would you add or remove to help you get your job done easier?
Masterclass Course Leader Damian Kernahan
Owner and founder of proto partners, Australia's first service design consultancy based in Sydney, Australia. Damian and his team specialise in helping organisations understand how they go about keeping the customer promises their organisations make in order to provide their customers a great experience.
Co-Founder of Sydney Service Design Thinks & Drinks.
Founding Member of the Service Design Network Australia.
Having worked on some of the great Service brands in this country, Damian has a wealth of experience and tools to share with anyone who wants to improve the experience of their customers and wants to know where and how they can get started. These classes have been designed to take these tools and ideas and start using them immediately.
Presenter at International Service Design Network Conference
Author of multiple articles in Service Design & Business Journals
Program
- Background: What is Service Design? Where does it come from and why now?
- Critical questions: Why is it a unique discipline? How does it create value? What are the challenges?
- Situation: What are some of the main 'tools' within Service Design? What are the key cases? Where can you find more information?
- Practice: Working with tools and methods such as Context Mapping, Emotional Journey Mapping, Priority Grid, Scenario Design.
Participation costs
- $190 (plus GST)
Who should attend?
- People who are looking to acquire new skills and embed a customer centred culture in their organisations. Participants do not need any formal training or background to attend.
Location
- the headland - sydney
Dates
| Date | Session | Time |
|---|---|---|
| tuesday august 23rd 2011 | Introduction to Service Design | 13:00 - 17:00 hr |
| tuesday september 20th 2011 | Introduction to Service Design | 13:00 - 17:00 hr |
| tuesday november 1st 2011 | Introduction to Service Design | 13:00 - 17:00 hr |
| tuesday december 6th 2011 | Introduction to Service Design | 13:00 - 17:00 hr |
Register
- Call proto partners on 02 8113 2311 or email us on getstarted@protopartners.com.au
- Or simply sign up to your chosen class and pay via Paypal and we will send you all the information you need to confirm your place.
