This course is an intensive, hands – on workshop where Cooper provides in-depth demonstrations; class participants will practice using methods. Please
note the bulleted items below represent topics that will be covered but do not denote all aspects of the course.

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Training: Service Design Immersive

Date: August 1 and August 2 – 9 AM – 5 PM

Location: Orases – 5728 Industry Lane, Frederick, MD 21701

Instructors: Cooper

Cost: $50 cash or check written to Tech Frederick is due at check-in on the first day to cover the cost of lunch which will be provided.

 

Training Objectives

Participants will:
+ Zoom out from individual touch points to outline and map the customer journey
+ Identify opportunities for your service to evolve and grow
+ Understand the internal implications for changing thecustomer experience
+ Design a service that mixes digital and non-digital interactions
+ Rally your team around the future vision of your service

 

Session Plan

DAY ONE: UNDERSTAND THE CURRENT STATE
+ Introduction to Service Design
+ Research the service’s current state
+ Use models to communicate the current state and its impact on customers
+ Identify and prioritize opportunities for improvement

DAY TWO: ENVISION THE FUTURE STATE
+ Generate new ideas: visual brainstorming
+ Act out the future: body-storming
+ Create a blueprint for front-stage actors and activities
+ Determine the necessary back-stage support for your service
+ Dynamically present your service design