Executive training: Gaining competitive advantage through Service Design

Date: 24/09/2014

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.     

Programme overview

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.   

Agenda 

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
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More information

Lionel CAMMARATA

Phone: +352 43 62 63 678

E-mail: lionel.cammarata@luxinnovation.lu

Registration

Executive Training Flyer