“Create all the elements that together make a memorable experience for someone.”
No product can stand alone. Services encompass everything.
We are moving from an era of “nice to have” to an era of “pleasure in experiencing”. The service economy leads us to seek less purchasing and more relationship building.
All around the world and especially in Australia, most people work on service-oriented businesses. Moreover, we are all consumers, with different needs and desires, being served by a multitude of businesses that are fighting for our loyalty.
Designing services that consider the entire service chain is not only necessary, but the difference between a delightful service experience and just another standard interaction!
Service design is an approach that helps us think and rethink services from a human-centric perspective, being playful and pragmatic at the same time, with the goal to develop more relevant and desirable experiences. Service design also goes beyond rethinking or reinventing a service, it strives to modify human interactions, be it between staff and customers or between the staff themselves.
The service experience is understood in this context as well beyond the consumer experience . The goal here is to build unforgettable, innovative experiences that delight your customer making them question whether a life without this service would be possible.
This change in perspective allows a more inclusive approach, considering both the uniqueness of each channel of interaction but also the connection between them to create a truly omnichannel experience. The end result is more efficient and sustainable businesses that promote a more reciprocal relationship with your customers considering what is most important: the service.
In the course Service Design you will learn techniques and tools to create and redefine services with a multi-stakeholder perspective, considering the construction of relationships between all stakeholders, be it customers or staff.
You will understand why the service perspective it is important to develop innovative solutions in any industry (including product oriented businesses!). You will learn through practice and world-class case studies.
During the course participants will be challenged to solve a real challenge of improving a service, which allows you to learn how to create and manage relevant services, in addition to practicing the tools used in service design through exercises designed to accelerate your learning.
The basis of design
Design has the power to transform realities and build desirable futures.
Just like all our experiences and specialisation courses, the Sevice Design Experience is also based on design thinking.
Design has the power to transform the invisible the same way it impacts the tangible world around us. Designing spaces, cars, chairs, electronics and many other devices is widely accepted in the current business reality. Applying the same thinking and action to services is not only possible, but becoming mandatory in today’s reality.
Design can and should be used to create and transform services, change programs, organisational culture, processes, business models, learning experiences and many other “invisible” things. You can design everything that can not be touched, but can be felt. And that, in general, it is what matters most.
What will you learn
What is a service: the logic of services VS product;
What is service design and its elements;
How to create and manage relevant, desirable and valuable services that deliver memorable experiences for your customers and your team;
An approach that blends creativity and empathy with pragmatism and management ;
Tools and exercises that accelerate learning experiences.
How you will feel
Empowered to develop solutions and innovate at work and in your business;
Connected to the people that use your service in order to create memorable services;
Confident to apply service design in your day to day;
Energised to give your first step;
That designing "Wow" services is not only possible but can be done by you!
Tools you will learn
Service Interaction Map;
User Journey Mapping;
User vs Business Requirements;
Emotional Journey Map;
Research Tools and Methods;
Insights Framing and Definition;
Techniques and Tools for Prototyping;
Frozen Stories and Investigative Rehearsal.
Who should attend
Business professionals from services companies looking to reinvent their business;
Entrepreneurs who want to develop amazing services to its customers;
Innovators who want to learn more how service design can be part of your "innovation toolbox".
Heron de Carvalho
Service Design Student
“The first thing I felt after the course was an immense desire to go test all the tools at work. A complete experience of design and service, extremely practical and effective. A true invitation to transform services”
Service Design Student
“The highlight of the service design experience course was the journey mapping. It really opened my eyes, and although I was new to service design, I could practice this and other tools during the course learning where and how I should apply it.”
@State Library of Queensland
Meeting Room 1B
Stanley Pl, South Brisbane
As an innovation expert and entrepreneur, Ricardo is a founding partner of various initiatives including Echos – School of Design Thinking, a global innovation lab that aims to create social value through business innovation
He is a consultant and speaker on topics like innovation, entrepreneurship, business design and growth hacking. Specialist in Entrepreneurship and Innovation, with extensions in renowned schools like MIT and Berkeley in the United States. Ricardo studied Social Innovation at the School of Visual Arts in New York and Design Thinking by HPI – d.school in Germany.
Juliana is an entrepreneur and educator. She is the co-founder of Echos, an innovation lab, school and consulting firm focused on innovation projects. Over the last four years, Juliana has worked to develop an innovation ecosystem in Brazil to foster social innovation and Design Thinking.
She has led projects in different industries such as healthcare, construction and not-for-profit organisations.
Juliana speaks on the power of design to create a world we want to live in. She was featured in events such as the Global Innovation Summit in San Jose, California and TEDxMaua in Sao Paulo, Brasil. In 2015, Juliana became a judge at the first William Drenttel Award for Excellence in Design.
Echos School of Design Thinking - Terms and Conditions
This website at www.schoolofdesignthinking.echos.cc (Site) is a website where you can browse, select and enroll in educational and innovation knowledge courses (Courses) advertised on the Site from Echos Innovation Lab Pty Ltd ABN 65 617 491 424 (Echos, us or we).
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The information contained in this Site and in any Courses is provided in good faith on an "as is" basis. Echos does not represent or warrant the reliability, accuracy or completeness of the information contained on this Site and does not claim, represent or warrant the suitability of any Courses for any person. Courses and any materials provided as part of the Courses (Course Materials) are intended as a learning aid and guide only, and are not a substitute for tailored advice or your own study. To the extent permitted by law, Echos is not responsible or liable for any Liabilities (direct, indirect or consequential losses and damages) arising in any way (including without limitation negligence) for errors in, or omissions from, the information in this Site, the Course or Course Materials.
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Changes to these Terms and Conditions
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Capitalised terms used are defined in these terms and conditions.
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Our business and the purpose of collection
We are in the business of providing educational and innovation knowledge courses (Courses). We collect personal information primarily to provide the Courses to you (Purpose).
In particular, we collect your personal information so that we can carry out the following actions:
to provide you with the Courses and any other products, services and information that you have requested from us;
to communicate with you, including about the Courses, products, services and events which might interest you;
to provide you with information or advice;
process payments by you to us for our services;
to create accounts, tax invoices or receipts;
to provide your personal information to third parties that assist us in providing and/or delivering the Courses or other goods or services you or they have requested;
to consider and respond to feedback from you;
to comply with laws or regulations or to comply with any directions given by regulators or authorities.
We may disclose additional purposes for collection of your personal information in collection statements at the point of collection.
Personal information we collect
When used in this policy, “personal information” has the meaning given to that term in the Privacy Act 1988 (Cth). We may collect the following types of personal information from you:
residential or business address;
financial and payment information;
age and date of birth;
businesses you operate; and
your personal preferences, thoughts, ideas, goals and opinions.
Sensitive information is information about you that reveals your racial or ethnic origin, political opinions, religious or philosophical beliefs or affiliations, membership of a professional or trade association, membership of a trade union, details of health, disability, sexual orientation or criminal record.
It is our policy to only collect your sensitive information where it is reasonably necessary for our functions or activities and either you have consented or we are required or authorised under law to do so.
How we collect your personal information
Collection of your personal information can occur through the following interactions:
when you communicate with us directly (by email, in person, telephone, direct mail or any other means);
when we interact with you during the Courses or in relation to any other products or services; and/or
when you visit our website and social media pages, or access or contribute to digital platforms and applications managed by us (Online Platforms).
We may use temporary (session) cookies or permanent cookies when you access our Online Platforms. This allows us to recognise your browser and track the web pages you have visited.
You can switch off cookies by adjusting the settings on your web browser.
How we hold your personal information
We may hold your personal information in either electronic or hard copy form.
If you provide information to us electronically we retain this information in our computer systems and databases. If you provide information to us in hard copy (paper) this information is normally retained in our files and a copy is made to our electronic files.
We use industry standard security measures to safeguard and protect your information.
If we are unable to collect your personal information
If we are unable to collect your personal information, some or all of the following may occur:
we may be unable to provide the Courses or other products and services to you;
we may be unable to communicate with you to provide information about the Courses or other products or services that you have procured from us, or may intend to procure in the future;
we may be unable to tailor the content of our marketing communications to suit your preferences;
your experience when interacting with us may be delayed or not as efficient as you may expect.
Disclosure of your personal information
Your personal information may be disclosed in connection with any Purpose to any of the following:
our employees, contractors or service providers, to the extent reasonably necessary to fulfil our obligations to you;
our business advisors, including lawyers, accountants or other professional service providers, to the extent reasonably required;
suppliers, clients and other third parties with whom we have commercial relationships, for business, payment processing, delivery, marketing and related purposes;
if required by law, to any person authorised by such law.
Overseas disclosure of personal information
We may disclose your personal information to third parties and service providers located overseas in connection with any Purpose, including to overseas cloud computing hosts. We take reasonable steps to ensure that the overseas recipients of your personal information do not breach the privacy obligations relating to your personal information.
We may contact you with direct marketing communications and information about Courses or other products or services offered by us or our partners via telephone, email, SMS, or regular mail.
If you have indicated a preference for a method of communication, we will endeavour to use that method wherever practical to do so.
You may opt out of receiving marketing communications at any time by responding via the channel in which you received the marketing communication, or by contacting us (see contact information below). You can unsubscribe from emails by clicking the unsubscribe link on the footer of the email communication you have received.
How you may access your information
You may access your personal information held by Echos by making a request to us.
Email: firstname.lastname@example.orgCorrection of your personal information
If you would like us to update or amend your personal information, please contact us and we will make the requested amendments.
We may ask you to verify your identity to ensure that personal information we hold is not improperly accessed.
If you feel your privacy has been breached, please contact us using the contact information above setting out the circumstances and reasons for your complaint.