TMI Niveau 2
GAINING COMPETITIVE ADVANTAGE THROUGH SERVICE DESIGN

DAY 4: DESIGN - 10 December 2014

Objectives

After the training, participants will be able to :

  • Design the service experience, describe business requirements and ensure viability in the organisations
  • Create a business model for the service

Programme

Key Topics

  • Design the experience
  • Design the business
  • Business model

Activity AM

  • Introduction to detail design of the service
  • Mapping experience to channels
  • Creating cross-channel customer journeys

Activity PM

  • Mapping of concepts to business abilities and capabilities
  • Business modelling the service
  • Wrap up and presentations

End of day reflection: How could you propose a service design approach for your own organisation?

Assignment for Day 5: Propose a case to introduce service design to your 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.

Marta Sá

Service designer

Understands the customers' experience, runs collaborative workshops, develops scenarios, and customer journeys. 

She works closely with the participants and ensures that training and tools are usable for participants.

Clients include: London Underground, JP Morgan and Jisc.

Registration fees

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

Online registration

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

Module 4

Date & Time

10 December 2014

8.30-17.30

Language 

English

Location

Centre de Formation de la Chambre de Commerce

7 r. Alcide de Gasperi - Kirchberg  2981 Luxembourg