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The University of Auckland Business School

Available dates

Nov 12—13, 2019
2 days
Auckland, New Zealand
NZD 2095 ≈USD 1343
NZD 1047 per day


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About the course

Develop and improve your team with service design thinking principles.

Service design thinking is both a framework and a mindset that is well documented and acknowledged internationally. It is used to develop a new service by seriously understanding the needs, wants and expectations of your customers.

You will become empowered to lead your team to transform design from an ad hoc approach to a systems driven methodology for competitive advantage.

This course is based on three foundation principles: accessibility, experience and follow up.

Our discussions and group dialogue will be built on three core Service Design Thinking foundations:

  • Designing the service
  • Managing the service
  • Improving the service

Topics covered

Service design thinking follows five steps:

  • Empathise – learn about the audience you propose to serve
  • Define – construct a service offering that is based on user requirements and insights
  • Ideate – brainstorm and come up with creative solutions
  • Prototype – build a representation of one or more of your ideas to show to others
  • Test – return to your original user group and test your ideas for feedback


You will:

  • Be empowered to lead a team to apply service design thinking principles for a development or improvement opportunity
  • Understand and have the ability to apply the five step process and the twelve key components
  • Be equipped to take away the key tools and apply them in your own work environment
  • Secure a resource kit and reference material for future learning and development

Your organisation will:

  • Have the opportunity and capacity to introduce a systematic process for service design thinking in your company
  • Move from an ad hoc approach to a “systems driven” methodology
  • Build a core competency in service design thinking which leads to differentiation from your competitors

Who should attend

  • Business leaders accountable for the strategic direction of the organisation
  • Anyone with decision making authority in regard to resource availability and deployment
  • People accountable for the change agenda
  • All cross-functional team members assigned a specific improvement project

Trust the experts

Bryan Travers

Bryan Travers is the owner operator of Quality Dynamics Limited, a consultancy practice specialising in Senior Executive Leadership Coaching and Strategy Formulation. He has 30 years of experience in Senior Executive roles in various businesses. He also has a 20 year heritage in Executive Educati...


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