About this Course

All organisations need to deliver service in one form or another. Services are delivered by internal customers to be received and experienced by external customers of the organisation. As such, customers define the success of the organisation. The only thing that keeps organisations successful and relevant is how they take care of their customers. Do that well and they will be with you for good! So how do you take care of your customers?

Service Innovation is one of the most powerful ways to achieve organisational excellence in today's globally competitive economy. This course will introduce methods and tools of Design Thinking that encourage customer-centric service innovations.

Learning Outcomes:

Through a blend of interactive mini-lectures, group work, individual practice and class discussions, this course will enable you to:

1. Master the three stages of Design Thinking:

• Empathise – Be Passionately Curious
  
• Ideate – Ideate out of Curiosity
  
• Co-create – Be Curious to make your ideas work
  

2. Apply the Design Thinking methodology and tools to create the desired breakthrough ideas

3. Become a more empathetic service provider

Course Outline:

Day 1

Introduction to Design Thinking

Understand the What & Why of Service Innovation and how Design Thinking is relevant. Discuss the three stages of Design Thinking.

Sharing of Success Stories

Sharing of success stories of client projects and model corporations to provide positive examples of Design Thinking.

Photo Journal Interview

Understand the power of photos and stories, and learn how to conduct a photo journal interview.

Uncovering the Unmet Needs

Master the process to uncover unmet needs:

• Dissect a participant's story into data points story
  
• Cluster data points to form needs
  
• Identify the unmet need

Day 2

Ideating on one Unmet Need

Participants will learn a unique way of ideation using the following steps:

• Be Divergent to come up with Wild ideas
  
• Be Convergent to convert wild ideas into Wow ideas
  

Creating the Experience Journey

Participants will learn how to synergise Wow ideas into the Experience Journey.

Prototyping the Experience Journey

Learn how to use everyday items to test physical ideas in the experience. Test your ideas by re-enacting the experience through role-plays.

Presenting & Critiquing the Experience Journey

This is a sharing and feedback session where the participant teams will make experiential presentations through prototyping, story telling and role-play; bringing the idea to life for the audience. Participants will also learn to accept and give constructive critique for continuous refinement.

Who Will Benefit?

This course is designed for executives, managers, and business leaders who are looking for ways to improve themselves or their business through innovation.

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