Provides service design methods and tools to improve customer experience.
Provides templates and facilitation techniques for running a service design workshop.
This product (Service Design [Design Thinking for Services]) is a 143-slide PowerPoint presentation (PPTX) with a supplemental PDF document, which you can download immediately upon purchase.
Service Design means Design Thinking for Services. Service Design, or Experience Design, CX, UX or what ever you might call it is not just about thinking: Design in general is an act of doing.
Great customer experience needs a common language across disciplines to break down the silos within an organization. Service Design provides a consistent model and toolset for accomplishing this.
Service Design is for everyone who is interested in customer experience, innovation, and collaborative creating. It is for people working in an organization who want to create better or even new offerings; it is for you who want to find new ways to connect operational silos and work together more painlessly by using a "language" and toolset that everyone in an organization can understand; and it is also for you who might want to run, lead or participate in co-creative group sessions where people work together more effectively and enjoyably.
This Service Design PPT training presentation introduces the key concepts and principles of Service Design, and the basic methods and tools of Service Design. It includes personas, journey maps, service prototypes, service blueprint, stakeholder map and last but not least, the business model canvas.
Structured as a Service Design crash course, this guide is useful for Service Design Thinking coaches/facilitators who want to focus the workshop more on hands-on experiential learning and less time on theory or lecture.
You may use the material to conduct a two-hour, half-day or full-day workshop and focus on any combination of tools depending on your training needs. This workshop guide includes templates of service design tools, as well as suggested facilitation techniques.
NOTE: This training package includes:
1. Service Design PPT training presentation and templates (PowerPoint format, 16:9 widescreen)
2. Design Thinking poster (PDF format, in color and monochrome, printable in A3 size)
1. Acquire knowledge on the key concepts and principles of service design
2. Explore the basic methods and tools of service design
3. Develop skills in the application of service design methods and tools through workshop practice
1. Introduction to Service Design
• The Era of Smart Customers
• Why Service Design?
• What is Service Design?
• Mindset of a Traditional Service Design Thinker
• Traditional Thinking vs. Design Thinking
• What Service Design Is Not
• The Different Perspectives of Service Design
• Mindset of a Systems Thinker
• The Combination of Systems Thinking & Design Thinking
• The Service Design Attitude
• Two Approaches to Problem Solving
• Left Brain vs. Right Brain
• Divergent & Convergent Thinking
• What Do Service Designers Do?
• The Three Lenses of Human-Centered Design
• The Five Phases of Design Thinking
• Principles of Service Design
• The Twelve Commandments of Service Design Doing
2. Basic Methods & Tools of Service Design
• Basic Service Design Tools
• Tools vs. Methods
• Research Data
• Empathy Map
• Journey Maps
• Touchpoints vs. Channels
• Moments of Truth
• Service Prototypes
• Prototyping & Storytelling
• Physical & Paper Prototypes
• Prototypes of Digital Artifacts & Software
• Acting As Prototyping
• Service Evidences
• Service Blueprint
• System Maps
• Stakeholder Maps
• Value Network Maps
• Ecosystem Maps
• Value Proposition Canvas
• Business Model Canvas
Appendix I – Templates for Workshop Practice
Appendix II – Suggested Facilitation Techniques
Operational Excellence Consulting is a management training and consulting firm dedicated to enhancing the effectiveness and productivity of individuals and organizations. Our mission is to drive lasting beneficial change by leveraging design thinking and lean management approaches.
We work with a diverse range of clients, including government bodies, multinational corporations, and small and medium-sized enterprises, across a wide spectrum of industries.
Our firm offers a comprehensive suite of capabilities, including Design Thinking, Customer Experience Management, Business Model Innovation, Lean Process Redesign, Total Quality Management (TQM), Total Productive Maintenance (TPM), Kaizen, Value Stream Improvement, Hoshin Planning, Problem Solving Techniques & Tools (e.g. PDCA, 8D, A3, etc.), Training Within Industry (TWI), etc.
To ensure the widespread adoption of operational excellence techniques and tools, we pride ourselves on developing high-quality, customizable training materials, presentations, frameworks, and templates to complement your training and business needs.
Since 2012, we have provided best practices to over 10,000 businesses and organizations of all sizes, from startups and small businesses to the Fortune 100, in over 130 countries.
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