Sofia Tech Park | 31 July | 14:00h.

"Technology can dehumanize and make things harder to navigate for customers. Service Design offers tools to domesticate and humanize technology. 

- Service Design for Business

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A dynamic hands-on workshop introducing Service Design Thinking

tools for service innovation and organisational transformation


Today innovation is everyone's business as competition is getting more and more fierce. 


Companies need to get better and better at what they do and to really focus on the customer experience.

In this masterclass you will get acquainted with tools that will help you see your customer’s entire journey with your service clearly, identify ways to make it more seamless and delightful, and will align with management and employees in delivering on a shared  vision.

+ Service design is one of the next big competitive advantages in business
+ Big corporations and tech giants like IBM, McKinsey, Capital one, Facebook, and Google are acquiring design agencies in order to improve their ability to listen and learn from customers
+ The shift to a design-led business increases  customer retention and growth, leads to more engaged employees, richer partnerships, and a more responsive way of operating

"Service Design is all about making the service you deliver useful, usable, efficient, effective and desirable" 

- UK Design Council


+ Learn the fundamentals of service design thinking to improve organizational performance 

+ Learn different ways to gain empathy for the user 

Establish a framework for building an environment that fosters creativity
+ Learn valuable tools you can put into practice

+ Gain alignment around vision, process and outcome

+ Put your knowledge to work in a concrete design challenge


We'll cover the fundamental steps in the process

14:00 - Registration and beginning 
Step 1: Research | Step 2: Ideation | Step 3: Concept | Step 4: Prototyping | Step 5: Implementation
19:30 - Special guest
20:00 - Wrap up and feedback
" I loved that the masterclass is built on a concrete business challenge, so I could learn how to apply all the tools. The  examples from the trainer's experience were very illustrative and helpful."

Our programs is designed for a mix of leaders, change makers and professionals involved in developoing and transforming services. 

Sectors that can benefit:

Health Services | Media | Advertiseing | Marketing| Education | IT | Government | Public Services | Financial Services | Banking | Telecoms | Utilities | Start-Ups | Design

If you are interested in creating breakthrough experiences and services and to shift your game to the next level on better leveraging existing research and insights, this masterclass is for you.



+ One of the Eight Service Design Master Trainers in the world accredited by the Service Design Network
+ 2000+ hours in coaching multidisciplinary teams
+ Corporate and start-up experience in the Netherlands, Germany, Romania, and Bulgaria
+ Over 20 service design projects in finance, construction, retail, clean technologies and more

+ Clients: Porsche, HILTI, ING Bank, The European Commission, Cleantech Bulgaria, many startups and non-governmental organisations

+ Founder of Fabrica 360 and representative of Service Design Network for Bulgaria

+ Master in Business Administration from IFAG, specialised Service Design in the Central Saint Martins, London

Download Eleonora's interview about service innovation from Forbes magazine

Get in touch



Ralitsa will share her corporate experience in the application of service design for business innovation and employees engagement: 

+ Strategic Projects and Business Development Manager at Wolf Theiss pineering the service design approach
+ Former Strategic Projects Expert in Telenor - a company with solid traditions in service design 
+ In her corporate andnfreelance career Ralitsa facilitated and participated in 10+ service design sprints

Ralitsa is Master in Financial Management from Sofia University and Université Montesquieu Bordeaux IV

Get in touch


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Sofia, Bulgaria