Executive training: Gaining competitive advantage through Service Design
Luxinnovation, the Luxembourg School for Commerce and the Public Research Centre Henri Tudor are organising a 5-day advanced training course in Service Design management on November and December 2014.
During this advanced training course, participants will be introduced to a broad set of tools and techniques that can be used to innovate and design services that make a difference to customers and the business. The training will be supported by case studies from a range of industries and a live case to develop a new service concept. At the end of the training each participant will be able to propose and implement a service design approach in their own organisation.
A 2+2+1-day process that will create customer insight and service concepts, deliver proof of success and create a business model for a new service.
During the first 4 days of training, a new service will be developped from scratch. We will engage with potential customers, create a new service concept, test and detail the customer experience and validate business viability. The case will be on the topic of smart mobility solutions.
Day 5 will be dedicated to supporting participants implementing a service design approach for their own organisation.
25 November: Understand customers & their experience
- A brief history of Service Design
- Customer lifecycles
- Customer research
26 November: Imagine new service scenarios
- Service Concepts
- Customer journeys
- Service experience scenarios
09 December: Test and prove services in the real world
- Prove the experience
- Service blueprinting
- Prove the value
10 December: Design service and business requirements
- Design the experience
- Design the business
- Business model
16 December: Consulting day
- Introducing service design to the organization
- Sourcing skills and capabilities