Service design thinking: designing the customer experience

A vivid atmosphere surrounded the Crossroad Consulting headquarters in Mechelen. In a few short hours the participants were subjected to a whirlwind of information on how to design a successful service. As a lot of our members are (partially) involved in providing services, this proved to be a most interesting experience for all participants.

During a short introduction, Tine and Jürgen first explained that there are lots of different techniques you can use during Service Design Thinking; User Centered, Co Creation, Sequencing, Evidencing, Holistic.

Because of the limited timeframe, the presentation was kept as brief as possible and the participants were immediately divided into small groups and put to the challenge. Using a case on insurances, every group was given 5 small assignments to complete. Each one represented one phase of successfully designing a service.

Be sure to take a look at the "Related" section on this page

• If you’d like to know more about the different phases the participants looked in to during the workshop.
• If you’d like to take a look at the presentation of Jürgen and Tine on Service Design Thinking