Service Design Logic:
From Keywords to Blueprints
A course with SDN Acc. Master Mauricio Manhaes
Early-bird Tickets end: Mar 19, 2024
Registration deadline: Apr 19, 2024
GENERAL INFO
Dates: April 19 - May 24, 2024
See dates and times below
Hours:
Modules: 2 PM to 5 PM CEST (GMT+2)
Convert to your time zone
Language:
English
Course level:
Intermediate
Location: Zoom
Platform details will be shared with course registrants prior to course
MEET THE TRAINER
Mauricio Manhães (he/him)
SDN Acc. Master
What to expect?
Do you want to learn how to design innovative services that push the boundaries of what’s possible? If yes, then this course is for you. Discover how to leverage the power of Language, AI, and service design principles to create exceptional service experiences in this 6-week online course. You will learn how to use language to shape perceptions, memories, and values and how to use AI to generate and evaluate ideas. You will also learn how to design value architectures, craft service concepts, map service journeys, prototype solutions, and test outcomes. Join us for this cutting-edge program and be at the forefront of service innovation.
Course learning objectives
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How to use Language and AI to generate innovative ideas for new services and uncover valuable insights and customer needs;
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How to design value architectures and desirability for new services using service design principles and frameworks;
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How to craft compelling service concepts, Epic Themes, User Stories, and Enabler Stories that align with customer expectations and organizational capabilities;
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How to support stakeholder conversations with service maps that visualize the service journeys and touchpoints;
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How to prototype and test service concepts using state-of-the-art tools and methodologies;
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How to apply iterative design and continuous improvement strategies to enhance service quality and customer satisfaction.
Who is this course for?
This workshop is designed for professionals who are interested in or involved in creating, delivering, or improving services across various industries. The course is suitable for roles such as Service designers, Design researchers, UX designers, Product managers, Business analysts, Innovation managers, Customer experience managers, Marketing managers, Project managers, and Consultants.
The course is also relevant for anyone who wants to learn how to use Language, AI, and service design principles to create innovative and customer-centric services.
Support
Next to the 6 online modules, participants will have access to a complimentary 60-day subscription to the SDL Community’s 24/7 expert AI.ssistant on the Tmpt.me platform.
For participants who have previously registered for the 3-hour online workshop, "From Keywords to Blueprints Workshop: an AI-Ready Service Design Framework," the investment made for the workshop will be discounted from this course's full registration price.
Investment
This SDN Academy course fee is billed at registration and includes:
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Your access to a complimentary one-year subscription to the SDL Community’s 24/7 expert AI.ssistant on the Tmpt.me platform and
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One year of SDN Professional Membership with all connected benefits.
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Registration: 2.320,00 Euros.
Financial Inclusion
We, as the Service Design Network, support financial inclusion as part of our DEI mission (Diversity, Equity and, Inclusion), based on the world bank clusters. So, if you think you are eligible, please contact us at academy@service-design-network.org!
High income
Full training fee
Upper middle
income
Receive 25% discount
on the training fee
Lower middle
income
Receive 50% discount
on the training fee
Low income
Receive 75% discount
on the training fee
COURSE OUTLINE
Week 1
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Definitions
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Design
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Service Phenomenological Experience
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SDL-KB Framework
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Phase 1 - Start Service Design Project
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Phase 2 - Stakeholders Identification
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Week 2
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Definitions
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Service
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Service Phenomenological Experience
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SDL-KB Framework
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Phase 3 - Possible Entry Points
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Phase 4 - Best Available Knowledge Report (B.A.K.R.)
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Week 3
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Definitions
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Language
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SDL-KB Framework
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Phase 5 - Associative Memory Networks
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Phase 6 - Service Concepts
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Week 4
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Definitions
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Service Design
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SDL-KB Framework
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Phase 7 - Service Encounters
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Phase 8 - Core-Service Encounter
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Week 5
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Definitions
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Service Design + AI
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SDL-KB Framework
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Phase 9 - Service Journey
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Phase 10 - Service Blueprint
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Week 6
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Definitions
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Services + AI
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SDL-KB Framework
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Phase 11 - Service Design Deliverables
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Phase 12 - End Service Design Project
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DATES AND TIMES
Course Dates and Times
Module 1: April 19, 2024
Module 2: April 26, 2024
Module 3: May 3, 2024
Module 4: May 10, 2024
Module 5: May 17, 2024
Module 6: May 24, 2024
Hours
All sessions will take place on Fridays from 2 pm to 5 pm CEST (8 am to 11 am EST).
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What is the Service Design Network Academy?The SDN Academy is an educational initiative introduced by the Service Design Network (SDN) in 2019. Offering a series of education courses for both seasoned practitioners and those new to service design, our Academy is committed to advancing practitioner knowledge by sharing insights on the latest tools, methods and techniques shaping the future of our industry. Since its founding, the SDN Academy has run both public and in-house training for more than 1.100+ students, across more than 24 different course offerings. Course participants come from a range of backgrounds and experience levels.
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What is the Service Design Network?The SDN is a non-profit organization founded in 2004 and is the only community of its type world-wide. In addition to the SDN Academy, the SDN runs a series of annual Global Conferences, publishes the journal 'Touchpoint', recognizes best-in-class work through its Award program, supports a large network of local Chapters, and supports up-and-coming service designers through its Young Talent Board and associated activities. You can learn more about the SDN at www.service-design-network.org.
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Will I receive a course completion certificate?Yes, all participants who successfully complete the course (based on lecture progress, as well as completion of quizzes and assignments) will receive a course completion certificate.
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What are the criteria for enrolling in a course?We do not have specified prerequisites attached to our courses. Nevertheless, our course descriptions provide a clear understanding of the content to be delivered. We, therefore, encourage interested participants to read them carefully and self-identify if the course is the right level based on their background and needs.
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Where are the courses offered and in which languages?Our academy is a global initiative with the objective of providing courses in a multitude of languages. New courses (and their respective language offering) are added to our website on a regular basis. We encourage interested participants to review the program page here to learn more.
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Do you offer discounts on your lectures & courses?We at SDN believe that everyone should get the possibility to join our lectures & courses. If you feel that the prices we offer are too high for your current living situation, please feel free to reach out to us at info@sdn-academy.org. Service Design Network Members receive a 15% Discount on SDN Academy Tickets. Learn more about the SDN and our Membership here. Service Design Network Student Members receive a 50% Discount Code on SDN Academy Tickets. Learn more about the SDN and our Membership here.
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Do you offer in-house training programs?The academy is pleased to offer customised, in-house training for companies, agencies and academic institutions alike. Inquiries can be directed here.
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How do I become a trainer?The SDN is always happy to welcome new members into our group of expert trainers. To ensure we work with the best, we have incorporated a rigorous application process which includes a self-assessment and interview with our accreditation board. To learn more, please see here.
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How much do academy courses cost?Our academy courses vary in price. We recommend that you review the program page here to get an understanding of associated costs.
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What forms of payment do you accept?We accept the following means of payment: Credit/debit cards, PayPal, SEPA Direct Debit or Invoice. The availability of means of payment may be affected by your location.
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What is the cancellation/refund policy?You may cancel a course up to 30 days prior to, in order to get a full refund. Please visit our Terms and Conditions page to learn more.