Course Description

As brands increasingly become a reflection of the need they fulfill and the customer experience they deliver, organizations are finding it competitively necessary to devote resources to designing end-to-end customer experiences. This is providing designers with an enormous opportunity to play a pivotal and central role within their organizations. Taught by one of the world’s leading practitioners in service design this course will focus on service design process, methods, and tools, including journey maps, ecosystem maps, and service blueprints. After completing this workshop you will have the know-how and tools necessary to begin designing end-to-end customer experiences at your organization. This workshop will take a team based, hands-on approach structured around developing a real-world service concept. • Why human centered customer experience transformation?

• Applying design thinking to customer experiences

• Stakeholder and ecosystem mapping

• Research strategies and mapping customer journeys

• Identifying and assessing touchpoints

• Identifying opportunities for high impact design improvements

• Developing a service blueprint

• Prototyping, testing and refining concepts to improve customer experiences

• Strategies for getting buy-in from the top down


Students should bring a lap top, a variety of colors of large and small post-it notes and different colored sharpies to class
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