3. We live in a service-based economy. 1.7 billion people work in service
platforms. The course is designed for executives striving to create
or improve customer experiences and integrate service design in
their organisation.
This course is led by Marc Stickdorn, co-author of the book This is
Service Design Thinking, and by Adam Lawrence, co-initiator of the
Global Service Jam. The course has been presented in Amsterdam,
Atlanta, Barcelona, Berlin and Shanghai, and it is now, for the first
time, offered in South America as a three day “Essentials” version,
brought to Brazil by Laje.
Prática
This is Service Design Doing: Essentials is a comprehensive 3-day
course on service design process, methods, and facilitation.
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4. Why should I apply?
Nowadays, customers are more knowledgeable than ever before, and
they are talking to each other, which makes customer satisfaction
more important than it has ever been. Only an in-depth and holistic
understanding of customers and their environment can create offerings
that provide meaningful value and make a real difference on the
bottom line. Service Design Thinking can provide this understanding.
Learn how to apply Service Design Thinking to the rapid innovation of
customer experiences in multi-channel product-service ecosystems.
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5. What is the take-away of my daily work?
The main take-away of the workshop will be the ability to apply
several tools to your own business problems in order to innovate
towards new value propositions.
You will be able to instigate real service-innovation projects in your
organisation, leading small project teams focused on individual service
elements, or developing new value for your entire service offering.
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6. Curriculum and course content
The workshop is limited to 30 participants,
and will be highly practical. You will learn
about the service design process, methods,
and tools by working on a project in a small
team, with short periods of reflection on
the theory behind contemporary service
innovation methods.
Confidential feedback sessions are offered
around the workshop, giving participants the
opportunity to receive input from the mentors
on individual challenges from their work and
project experience.
Methods and tools include:
Ethnography
Personas
Stakeholder Mapping
Value Network Mapping
Customer Journey Mapping
Service Blueprinting
Business Model Canvas
Service Prototyping
Investigative Rehearsal
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7. Day 1
Introduction and Service
Design case study
Theory and Practice of
Design Research
Service Design Basics
(stakeholder maps, personas,
customer journey maps)
Reflection and QA
Day 2
Advanced Tools (emotional
maps, dramatic arcs,
advanced sketching
and ideation)
Prototyping and Testing
(prototyping framework
and overview, investigative
rehearsal, desktop
walkthrough, paper/
cardboard prototyping)
Reflection and QA
Day 3
Business tools and
backgrounds (Service
Dominant Logic, Business
Model Canvas, Business and
Service Framework)
Facilitation Master Class
Reflection and QA
Program and schedule
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8. Good to know Coaches
Language: English
Max. participants: 30
After participating in this course, you will
automatically get a lifetime invitation to the
active alumni network of This is Service
Design Doing. In the members area, you
can find materials from their courses, such
as latest scripts, templates and cases. This
network helps you to keep in touch with the
facilitators and a worldwide community of
like-minded executives.
Adam Lawrence
Customer Experience Expert
and co-initiator of the world’s
largest service design event:
Global Service Jam.
Marc Stickdorn
Co-author of the award-winning
service design book “This is
Service Design Thinking”.
Clarissa Biolchini, partner director at Ana Couto
Branding and co-founder of Laje, is an expert in
Design Thinking and author of the preface to the
Brazilian edition of “This is Service Design Thinking”,
by Marc Stickdorn. During the 3-day program,
Clarissa will be a facilitator in some sessions.
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9. About Laje
The agency’s 20 years of experience
combined with Ana Couto Branding’s
methodology are the fuel for this new
innovation hub, which is building
partnerships with the best companies and
institutions from all around the world. Laje
offers courses, lectures and workshops
based on three mains themes: Branding,
Design Thinking and Innovation. Now, it is
bringing This is Service Design Doing:
Essentials for the first time to Brazil.
Laje is located in Gávea, Rio de Janeiro.
@rafaeltorrres
@rafaeltorrres
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10. Pre-launch (until July 24th
, 2015) 20% discount R$ 4.560,00*
Early bird (until august 24th
, 2015) 10% discount R$ 5.130,00
Regular price R$ 5.700,00
*cash payment.
Pricing and possibilities
To apply: www.laje-ac.com.br/email: contato@laje-ac.com.br
Cancellation policy: For cancelations 30 days
before the course, 50% payment refund.
Cancellation after that period will have
no refund.
Tickets may be passed on to another person
with written approval of the organisers.
Prices include coffee break and lunch for
the 3-day program.
To know more about prices and group
discounts please contact us:
contato@laje-ac.com.br
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