Design Thinking Series
14

August 14 – August 28
3 Sessions

GA Los Angeles (DTLA)

360 E. 2nd Street, Suite 400
Los Angeles, CA 90012
$150 USD
Regular Ticket
$150 USD
Total

Questions? Read our FAQs

Design Thinking Series

Marina Terteryan Photo


Service Designer + Design Thinking Advocate, The Why Lab

14

August 14 – August 28
3 Sessions

GA Los Angeles (DTLA)

360 E. 2nd Street, Suite 400
Los Angeles, CA 90012
$150 USD
Regular Ticket
$150 USD
Total

Questions? Read our FAQs

About This Class Series

With more than 80% of the businesses in the US being service-based, it is more important than ever before to create a thoughtfully-designed service. A well-designed service is more than just what meets the eye – it is an intricate journey of consecutive actions that are created with the customer in mind. Service Design is a versatile practice that can be used to improve service-based businesses, employee experiences, public sector services, in-house systems, and much more.

Discover the practice of Service Design from both a user and organizational perspective in this hands-on overview of the Service Design process. You’ll learn a high-level approach with key tools and practices of Service Design. This course is for anyone that has an interest in improving a public or private service. An in-class exercise will help you apply the techniques immediately.

Schedule

Aug 14
Monday, 14 August 6:30 9:30 pm PDT Intro to Design Thinking

Design Thinking has quickly become the catalyst to many of the greatest innovations of our time. Made famous by legendary design firm IDEO and Stanford’s popular d.School, Design Thinking is a human-centered process that helps businesses and organizations solve problems and/or innovate.

In this hands-on overview of the Design Thinking process, you’ll learn the high-level approach with practical key tools and practices of human-centered design. Key points will be illustrated with case studies of how design thinking was used successfully. This course is for anyone that has an interest in applying the design process to solve complex problems. An in-class exercise will help you experience the process.

Aug 21
Monday, 21 August 6:30 9:30 pm PDT Intro to Service Design

With more than 80% of the businesses in the US being service-based, it is more important than ever before to create a thoughtfully-designed service. A well-designed service is more than just what meets the eye – it is an intricate journey of consecutive actions that are created with the customer in mind. Service Design is a versatile practice that can be used to improve service-based businesses, employee experiences, public sector services, in-house systems, and much more.

Discover the practice of Service Design from both a user and organizational perspective in this hands-on overview of the Service Design process. You’ll learn a high-level approach with key tools and practices of Service Design. This course is for anyone that has an interest in improving a public or private service. An in-class exercise will help you apply the techniques immediately.

Aug 28
Monday, 28 August 6:30 9:30 pm PDT Customer Journey Mapping

Consumer empathy is the key to successful product strategy, design, and marketing. Through it, we find unanswered questions, unmet needs, and idea¬-catalyzing behaviors. Customer journey maps are at the heart of any great design process. The information learned through a journey map can be used to uncover customer needs and pain points and to create new solutions that dramatically shifts behavior, organically generates habitual engagement, and promotes a profitable viral cycle.

A collaborative in-class exercise will demonstrate the different applications of journey mapping.

Takeaways

• Research - different methodologies of research and gaining empathy to define opportunities or challenges

• Co-Creating - how to work with a team to develop ideas together

• Prototyping - tools and tips on how to build and test a service

• Journey Mapping - understanding the step-by-step journey

• Service Blueprinting and Systems Design - building a system of customer-facing interactions and the behind-the-scenes sequence of actions needed to facilitate everything

Bonus: You will receive a downloadable resource kit for additional information on service design.

Prereqs & Preparation

No pre-requisites needed! Just bring a notebook and your enthusiasm and be prepared to collaborate!

About the Instructor

Marina Terteryan Photo

Service Designer + Design Thinking Advocate,
The Why Lab

Marina is a well-rounded design strategist with a deep love for service design, innovation, strength-based leadership, and all things human-centered. With an emphasis on storytelling and customer journey, she employs the design thinking process to help organizations of all sizes create sustainable growth. She hosts a weekly podcast called Why Service Design Thinking, which is streamed worldwide in more than 70 countries.

She believes that the world would be a better place if every person worked by the principles of design thinking, lived by the principles of jazz improvisation, and used ergonomic standing desks.

Refund Policy

We understand that, sometimes, plans change. If you can no longer make it to a class or workshop, please email us at least 7 days before the scheduled event date. No refunds will be given to cancellations made within a week of the class or workshop.

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