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SERVICE

DESIGN THINKING  

MASTERCLASS (ENGLISH)

Dynamic Hands-on Masterclass Covering the Fundamental Service Design Process, Tools and Mindset for Service Innovation and Organisational Transformation

Sofia | 19-20 February 2019

ABOUT

Service Design Network Bulgaria and Fabrica 360 welcome you to this accredited masterclass.

 

Based on design thinking, service design is truly the next big competitive advantage for the business. With user-centred design at its heart, service design is about the design of experiences customers love. In a digital age, it’s hard to imagine designing services without data and technology. But technology itself won’t solve a user’s problem and create a delightful experience.

 

In this masterclass you will learn how to shift away from a technology or marketing focus towards real empathy for your customers.

This hands-on experience will inspire professionals from different sectors and help them with practical knowledge, tips and methods to design the ultimate customer experience and to transform their organisation for the future. The methodology is set-up in such a way that you’ll be able to implement your learnings directly during your daily work.

Additional benefits: Certificate for attendance from the Service Design Network

"Great service isn't by chance, it's by design"

- IDEO

WHY SERVICE DESIGN?
Todays customers have higher expectations than ever before and brands are facing challenges than they never had to deal with.
 
The winners are the brands which know how to build genuine relationships with both customers and stakeholders.
Service Design help you design unique services or service components which will stand out from the competition, or optimise existing services around what the customer really wants. 
Only an in-depth and holistic understanding of customers and their environment can create offerings that provide meaningful value and make a real difference. Service design thinking can provide this understanding.

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

- UK Design Council

TAKEAWAYS

|  Learn the fundamentals of service design to improve organisational performance ​

|  Learn different ways to gain empathy for the user 

|  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

|  Get trained by an accredited service design master trainer 

|  Get your Service Design Network certificate 

AGENDA

DAY 1 |  19 February, Tuesday, 2019 | 09:30 h. - 17:30 h.

09:30  |

Welcome & Coffee

~

10:00  |

What is SD 

Begin with a sprint experience of each phase of the process. Learn about the trends from the Service Design Global Conference.

11:00  |

Case Study

Step into the service design world with this in-depth case study.

11:50  |

Coffee Break

~

12:20  |

Team Formation

Service Design is a Team Sport. Experience a proven tool to get to know your team mates.

12:45  |

Stage I: DISCOVER

Research Techniques | Interview: Learn how to prepare and conduct in-depth conversations with customers to gain insight into their lives and experiences.

13:15  |

Service Safari Lunch

Grab your lunch while applying the most widely used design research techniques: interviews, shadowing, and service safari.

14:30  |

Stage II: DEFINE

Insight: Making Sense of the Research | Once you have uncovered unmet needs in a customer group you need to analyse and cluster the information gathered using affinity map.

14:50  |

Tools to Systemize and Analyze Your Findings

Learn how to use affinity map, persona canvas, and stakeholder map.

16:15  |

Coffee Break

~

16:45  |

Customer Journey Map

Visualise your customer journey map and identify opportunity areas.

17:15  |

Wrap up of Day 1

Reflect and share your takeaways.

17:30  |

End of Day 1

~

DAY 2  | 20 February, Wednesday, 2019  | 09:30 h. - 17:30 h.

09:30  |

Welcome & Coffee

~

10:00  |

Stage III: DEVELOP

In this stage, design thinkers spark off ideas — in the form of questions and solutions — through creative and curious activities such as Brainstorms and Worst Possible Idea. 

10:10  |

How Might We Questions

Reframe your insight statements as How Might We questions to turn the challenges identified into opportunities for design.

10:30  |

Ideation Session

Use inspirations and create as many innovative and creative solutions as possible. Then master the process of selecting one idea. 

10:50  |

Coffee Break

~

11:20  |

Selection Session

Selecting the most suitable ideas is as important as generating many ideas. Use a few tested matrixes to select one idea.

11:40  |

Stage IV: DELIVER

Rapid Prototyping: Learn about possible forms of prototyping and choose the one that is suitable for your idea. Then build and test prototypes.

12:30  |

Lunch

~

13:30  |

How to Implement Your Idea

Learn about next steps that can be undertaken in order to successfully implement solutions in complex organisational environment.

15:00  |

Coffee Break

~

15:30  |

Team Dynamics and Leadership

What are the challenges in a team work and how the leadership can support teams by empowering them and fostering a creative environment.

16:00  |

Storytelling

A pitch is a great way to communicate your idea: how it works, why it counts, and who it benefits. Get ready to present your idea with a proven framework.

16:30  |

And the winner is...
Share your story and select a winner.

17:00  |

Wrap Up and Certificates

Walk through the journey we travelled together in the past two days.

17:30  |

End 

~

TOOLS

All the tools we will practice will be made available to you after the training:

          Team Canvas

Very often team dynamics come as a main obstacle. This tool will help you form a team and kick start a project successfully. Know your mates before you start.

    Stakeholder Map

When dealing with a challenge many internal and external actors have an effect on how a new service is developed and launched. Get to know the "ecosystem" and the value exchange between all involved. 

Interview Guide

In-depth interviews are a means

of engaging a user to gather information. Dig deeper into people’s attitudes and motivations in order to gain a sense of possible customer journeys in relation to your challenge.

Persona Canvas

Shift your focus away from

abstract demographics and

towards the wants and needs of real people. This is crucial for developing improvements or innovations of the services provided.

      Ideation Techniques

Due to the nature of ideation, it is extremely important to make use of techniques that match the type of ideas you're trying to generate. This is an overview of different techniques that combine conscious and unconscious, and rational with imagination.

   Customer Journey Map

Build empathy and see the customer’s perceptions in the larger context. Understand why your customers do what they do and how they experience interacting with organisations and services through different touch points.

Prototype Map

Experience some aspects of the service idea with customers, stakeholders or professionals in order to improve the solutions before they are realised. This map will give you an overview of all prototyping technique and their level of fidelity.

Value Proposition

A value proposition is a promise of value to be delivered. It’s the primary reason a prospect should buy from you.This matrix allows you to describe how you might be creating value for your customers.

Pitch Canvas

Pitching an idea is a skill you can learn. This tool will is helping thousands of innovation and startup teams to tell a compelling story and deliver winning pitches.

WHO SHOULD ATTEND?

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

 

  • Managers of large and medium companies

  • Managers of Digital Transformation Offices

  • Representatives of marketing, innovation, departments and product managers

  • Customer Experience and UX designers

  • Entrepreneurs and start-upers

  • Managers of public institutions and non-profit organisations

  • Innovators and everyone seeking effective ways for designing and improving products and services

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.

" 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."

YOUR

TRAINERS 

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ELEONORA CARNASA

Service Design Practitioner and Accredited Master Trainer

Accredited Service Design Master Trainer with 2000+ hours coaching in service design and storytelling of multidisciplinary teams in the Netherlands, Germany, Romania and Bulgaria. Eleonora will share her hands-on experience in implementing over 20 service design large scale projects across different industries and cultures. 

Representative of the Service Design Network in Bulgaria and founder of Fabrica 360.

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ROSSEN TAKEV

Interdisciplinary Designer and Fabrica 360 Facilitator

Rossen will provoke you with a frisky attitude toward innovation and will push the boundaries of your comfort creative zone. He’ll guide you through the ideation process, so be prepared to dive deep and manifest a series of refined decisions, emerging from the infinitude of your inner potential. 

Rossen is product designer and about to get his PhD in engineering design.

Get Your SDN Branded Certificate!
The only Service Design Training in Bulgaria, accredited by the Service Design Network.
 
0 DAYS TO THE EVENT
Service Design Thinking
19-20 February | 09:30 - 17:30
Where
Fabrica 360 Studio,
16 Krichim str., Sofia, Bulgaria

 

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Get to know the value of Service Design! Hands-on masterclass with all the

essential tools and techniques to get you started. Including relevant cases

from our own experience.

 

Additional Benefits:

+ This masterclass is accredited by the Service Design Network.

You will receive a Service Design Network co-branded certificate

for attendance 

 

Date 

19-20 February 2019

Time

09:30 - 17:30

Location

Fabrica 360 Studio (our brand new studio is specially equipped for service design activities)

16 Krichim str. Sofia

Early Bird

EUR 250.00 till January 29th

Regular

EUR 325.00 

What's included

2-day training, healthy snack and coffee throughout the day, one lunch and one dinner on the 19th.

Discounts  

For NGOs and groups.

Get in touch: eleonora@fabrica360.eu

This workshop will be held in English.