OVERVIEW:

Deliver a memorable customer service experience now, or lose your customers

forever!

In this workshop, we look at crafting moments of brilliance within your customer's journey using

the Service Design Innovation model. The 2-day immersive workshop will empower learners to

develop solutions, looking at the end-to-end service experience across various touchpoints of a

business. Learners will have practical, ‘hands on’ exercises using tools and techniques in achieving

these goals. One of our much loved and highly-regarded tools is the LEGO® SERIOUS PLAY®.

Who should attend:

Practitioners and managers who wish to optimise the service design innovation

model:

- Established service-oriented organisations

- Young start-up companies

- Chief Customer Officers/ Chief Marketing Officers

- Marketing Managers/ Product Managers/ Brand Managers/

Customer Services Managers/ Growth Hackers/

Quality Managers/ Processes Managers

- SME Business Owners & Founders (in the Service Sectors)

Dates: 23 & 24 October, Wednesday & Thursday, 9am - 5pm

Venue: VSQ @ PJ City Centre

*Fee:

RM 2,900 per pax

RM 2,750 per pax for Early Birds before 30 September 2019

RM 2,750 per pax for groups of 2 or above *Subject to 6% SST

To book:

Call Yante (03) 7932 1833 / 012 267 5676

Call Avery (03) 7932 1833 / 016 607 9423

Email us at tapleaders@tap.iact.my

LEARNING OUTCOMES

Upon completion of the course, participants will be able to:

- Embrace the fundamental ideas of service design and an innovation model.

- Approach service design as an innovation project that can be applied in the learner's

respective businesses.

- Fully comprehend and appreciate the various stages of a customer's journey experience.

- Understand and use the various tools such as personas, customer journey mapping,

service blueprint, prototyping and storytelling to realize service innovation.

- Be able to present service innovation ideas to fellow learners.

- Experience developing a low fidelity prototype with their fellow learners.

WORKSHOP OUTLINE

Day 1

A.M.

++ Aligning learner's understanding of various

concept related to Service Design (vs

Customer Experience vs User Interface/ User

Experience).

++ Introducing the service design framework that

leads to service innovation.

++ Deep dive into the various stages of the Service Design Innovation model.

P.M.

++ Learn how to use tools and techniques like empathy map, customer journey map,

persona, service blueprint amongst others.

++ Organise teams for their field work and immersion on a service design project.

++ Develop your team presentation based on your understanding of the service design

concepts and tools needed by their project.

Day 2

A.M.

++ Teams work on their respective projects which

highlights the defined challenge.

++ Utilise tools and techniques to generate

potential solution. And share their new

service/experience proposition to the class.

++ Develop a lo-fidelity prototype as a concluding

step to this practical exercise.

P.M.

++ Measuring the results (success or failure) of a service design innovation project.

++ Selling (and nurturing) a service design

innovation mindset im your organisation.

++ Keeping a view of trends of service design

discipline.

++ Individual reflection on the application of

service design in your respective companies.

YOUR TRAINER

Darwin Antipolo Founder and Principal Consultant, pxd labs

Darwin is a self-identifying philomath and this itinerant

curiosity has helped him deliver nuanced insights into his work

as a facilitator, consultant, and artist. He plays at the

intersection of design, technology, and the arts. In between

projects, he continues to ramp up his knowledge on a variety of

topics - from data visualization to machine learning and even

art therapy.

Whilst in corporate, digital marketing has been his domain.

Darwin was the Asia Pacific

Digital Marketing Manager for a UK-based global asset

manager, looking after 10 markets in

the region. He straddled both client and agency sides across

the years. And has advised top MNCs and regional players like Polycom (US), Dow Corning (UK),

Indosat (ID), Singtel (SG) and others on their marketing challenges.

Darwin is the founder and principal consultant of a

boutique marketing strategy and

experience design agency called pxd labs based in

Singapore. He is a certified facilitator

for the LEGO® SERIOUS PLAY® method. And, he has

facilitated various corporate workshops

and public events with Ballet Manila (PH), JPMorgan

Chase (PH), UBS AM (SG) , Corporate

Innovation Summit 2019 (TH) and DBS X Asia (SG).