Continuum Service Design Workshop

Earlier this week, Boston-based consultancy Design Continuum led a half-day workshop on service design for 40 participants at the Business Innovation Factory in Providence. Chris Flanagan has a terrific overview of the workshop.

The lifeblood of the service industry — what defines the winners from the losers — is the customer experience. Yet few companies know how to innovate upon it. At this week’s experiential Service Design Workshop led by design firm Continuum, forty BIF community members were led on an exploration of service innovation and the process of designing exemplar customer experiences.

The key service design takeaways seem to have been an understanding of touchpoints and customer journey mapping, a little experience prototyping and a bit of the rhetoric behind the design of services. Workshop participants also received a healthy dose of design thinking and an introduction to research.

They’ve put together a few pictures from the event over on Flickr and I hear that a video recap is forthcoming.




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