Уъркшоп „Service Design for Digital Experience“

2 Days workshop in ENGLISH
Sofia The Generator 11-12 April 2019

__Service experiences are going digital

Services are around us, from communication to transportation, from web based interactions to mobile payments. Well designed cross-channel experiences are often a key differentiator in the service choice from a customer perspective and this translates into value for the service provider. Today customers expect easy to use, responsive digital services customised around their needs, a good speed of interaction and technologies that enable them to live and work in a more effective, efficient and enjoyable ways. Integrating
digital experiences in your own value proposition will ensure you a competitive advantage in a fast growing market.

__What can service design thinking add to digital services?

Service design is a user-centred and imaginative problem solving methodology that helps your company to design and deliver more useful, usable and desirable service experiences. It builds on Design Thinking strategic approach, User Experience design principles, Information Architecture and other User Centred Design disciplines like user interface design, interaction design, usability and ergonomics.

__The workshop

In this highly interactive 2 days workshop we will be covering some of the processes, methods and techniques to design digital services to ensure seamless service experiences loved by your customers and easier to deliver, monitor and maintain for the providing organisation. The two main objectives are:

Improve customer experience
– learn about design process, tools and methods to improve digital service experiences

Optimise service delivery
– blend design thinking strategic approach, operational management and digital technologies to foster business development

Delivered by Claudia Busetto and Vincenzo Di Maria by
commonground https://www.commongroundpeople.com an Italian knowledge sharing service design studio, the workshop will include some case studies and short group exercise to practice tools and techniques that can help you to improve your current digital services or designing new ones.

The programme

Day 1 – Thursday 11 April 2019 (10am-6pm)
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Designing services and experiences for the digital economy: overlapping disciplines
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Participants introduction and case studies on digital services: how to make a service findable, usable, memorable?
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Theoretical frameworks, heuristics and best practices
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Exercise #1: identify similarities across digital services, mapping cross channel experiences (digital beyond screens)
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Lunch break
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Exercise #2: onboarding, choosing, sign-up, booking (before)
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Exercise #3: paying, managing changes and preferences (during)
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Exercise #4: reviews, feedback and complaints (after)
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Case specific design clinic: shared session

Day 2 – Friday 12 April 2019 (10am-6pm)
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When things go wrong: broken services and common mistakes
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Exercise #5: digital services group reviews
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Exercise #6: redesign and improve a digital service
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Lunch break
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DIY service design in your company: transferable tools and methods
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When you need an expert: going deeper, timing and resources required
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Case specific design clinic: shared session
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Q&A session and resources’ library

___Who is it for?
For companies currently involved in the design or delivery
of digital services, from web hosting to e-commerce, from tech startups to organisations facing digital transformation. Some basic knowledge of user experience design and how digital interactions work are required. A list of resources and bibliography will
be shared with registered participants.

___Benefits
Learn how to apply quick tips to improve your digital services and learn how to design better ones on the long term. More findable services means more clients and a better return on investment. More usable services translate into happier customers, better retention rates and loyalty. A well design service experience turns your offer into something memorable, increasing your competitive advantage. Digital economy is real economy, it’s therefore important to identify mistakes and turn usability issues into business opportunities.

PRICE
Early bird tickets, until 28 March – 349 euro (VAT excl.)
Regular rate – 400 euro (VAT excl.)

For more information, requests and registration :
Kalina Zhuleva
kalina.zh@gmail.com
00359 888 703 777

IMPORTANT: The training will be held in English
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About the Trainers:
Vincenzo Di Maria is a service designer and professional trainer with 15 years of international experience, involved in projects and consultancy activities across different sectors.
He trained at Central Saint Martins, College of Art & Design in London, where he worked as design researcher and later started teaching Service Design. Vincenzo has been running a wide range of service design training programmes across Europe.
Claudia Busetto is a partner and co-founder of commonground. She is a Digital Service Designer with extensive experience in UX and information architect, usability lover. humanistic background.

About the venue:
Generator is a new collaborative space for design and innovation in Sofia. It is both a concept and a physical space.
The concept behind Generator is about using DESIGN to generate ideas, experiments, solutions and experiences that provoke innovation and add value to our life and society.
The space is a playground for collaboration, inspiration and knowledge and experience sharing between people from the creative community, the business community and the public sector. Generator produces, organises and hosts various events, exhibitions, workshops and discussions to present design, DESIGN-CENTRIC culture, creativity and innovation.