TMI Niveau 2

DAY 2: IMAGINE - 26 November 2014


After the training, participants will be able to :

  • Imagine new service scenarios that add value to customer relationships
  • Create scenarios and materials for testing with customers


Key Topics

  • Service Concepts
  • Customer journeys
  • Service experience scenarios

Activity AM

  • Introduction to creative concept development
  • Overview of tools – pros & cons
  • Creation of service concepts
  • Review and evaluation of concepts

Activity PM

  • Creation of customer journeys
  • Creation of experience scenarios
  • Review potential business models for the concept
  • Creation of materials for testing with customers

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

Assignment for next session: validate concepts by self-assessment and with potential customers   

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 2

Date & Time

26 November 2014





Centre de Formation de la Chambre de Commerce

7 r. Alcide de Gasperi - Kirchberg  2981 Luxembourg