Basuki Marg, New Baneshwor 01-4592597


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Basics of Service Design

Service Design is the activity of planning and arranging people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between the service provider and its users. Service design ensures that the product is developed for the users and the group of purchasing customers for better customer experience.  It takes both the user experience (UX) and customer experience (CX) into account. Companies are now standing out through the customer’s experience of the product, service, company, person or brand. People are increasingly buying experiences, not concrete things. Feeling affects people’s decisions more than seeing the matter be taken care of.

For instance: In 1940s, McDonald’s having its unique service design system where it solved the two main problems of drive –in bars, which were extremely popular in the USA at that time i.e. overflowing menus and long waiting times by offering only bestsellers Hamburger and Pommes with only 30 seconds ordering the delivery system. It satisfies the desire to eat easily and quickly.

This course equips one in driving and doing innovation by focusing on understanding customer/user empathy to drive rapid ideation, prototyping and user testing. Taking ideas from mind to market with speed.

Key takeaways

ü  Build a lateral or disruptive innovation mindset. 

ü  Understand the general approach of trend forecasting and behavioral design 

ü  Identify opportunities to develop a new product or service 

ü  Build a business case 

ü  Help build future resilience for an organization.

Targeted Audience

Change makers and disruptors, Master’s students, budding entrepreneurs and Mid-level professionals in the field of strategy, new product / business development

This way of thinking helps in predicting opportunities and threats in the future and design for the same.

Key Highlights

ü  8 HRS virtual Instructor led session

ü  Batch of 20 -30

ü Tailor-made workshop to be done on real time pre- selected problem scenarios applicable to the firm.

ü  Shortlisted problem-solving toolkit to be shared for future reference.

Modules Covered

ü  Types of innovation and emergence of experience economy

ü  Introduction to service design

ü  Introduction to system design

ü  Introduction to trend-based innovation

ü  Introduction to Behavioral design

ü  Live cases and best practices

Learning the Tools for

ü  Trend mapping

ü  Opportunity farming

ü  Behavioral prediction

ü  Rapid ideation and prioritization

ü  Prototyping and testing 

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