O setor de serviços oferece grandes oportunidades para quem quer empreender. Mas criar algo que realmente gere valor para as pessoas e se destaque entre as milhares de opções que existem não é tão óbvio assim. Uma boa opção para criar serviços inesquecíveis é o design de serviços. A disciplina é uma forma de pensar os serviços de uma maneira humanizada, sempre focando nas pessoas para conseguir gerar experiências memoráveis e de valor real.
Aqui na Echos oferecemos esse curso com as últimas novidades do mercado. E a boa notícia é que nosso curso acabou de passar por uma reformulação para ficar ainda melhor. No novo modelo, ainda no formato de dois dias, o aluno irá aprender o conceito de design de serviços e desenvolverá uma experiência de serviço de baixa complexidade a partir de atividades práticas. Um dos pré-requisitos para fazer o curso é conhecer os fundamentos do design thinking, portanto, se você ainda não conhece a abordagem aproveite para fazer também o Design Thinking Experience.
Veja abaixo as novidades do novo formato:
Lógica Dominante de Serviços
A criação de novos e inovadores serviços se apoia na Lógica Dominante de Serviços, que leva em consideração toda a cadeia de valor, atores, interesses, desejos, aprendizados e processos. Iremos demonstrar que existe uma lógica para conseguirmos olhar para tudo que ofertamos pela perspectiva de como servir as pessoas que irão pagar e utilizar essa oferta.
Job to be done
O Job to be done (Trabalho a ser feito) é uma ferramenta utilizada para contribuir para que o consumidor aumente sua percepção do valor de um produto ou serviço e, consequentemente, para o crescimento das vendas. Afinal, nem sempre sabemos o que o consumidor pensa de fato sobre o produto ou serviço que estamos oferecendo.
Ela também serve para analisar as circunstâncias que levam os consumidores a querer comprar determinados produtos ou serviços, e parte do princípio de que não adianta perguntar às pessoas o que elas querem, já que elas responderão de acordo com o que o mercado já oferece.
Triangulação de projeção de serviço
Baseado na teoria de Lucy Kimbell, os participantes irão aprender sobre as 3 principais lentes que devem ser trabalhadas para projetar bons serviços. Essas lentes são baseadas nas óticas de design&tecnologia, negócios&gerenciamento e antropologia.
Pensamento sistêmico é a capacidade de avaliar os acontecimentos ao redor e suas possíveis implicações a fim de criar uma solução única que possa contemplar as expectativas de todas as partes envolvidas. Vamos aprender mais sobre essa maneira de pensar e como utilizá-la.
Após os insights sobre a persona, seus movimentos ao longo da jornada observada deverão ser mapeados. Para isso é preciso criar uma visualização vívida e estruturada da experiência de serviço e assim identificar pontos críticos na jornada das pessoas que estão no centro do problema. Iremos fazer isso por meio da jornada empática.
Toda jornada de compra ou uso de um serviço é repleta de pontos de contato. Durante o curso, após mapeamento da jornada, como falado, os alunos aprendem na prática a trabalhar os micromomentos e criar artefatos ou experiências dentro da jornada do serviço criado.
Cases para reflexão
Haverá a exposição de cases de sucesso para inspiração e entendimento do conteúdo
Todos esses conceitos serão permeados de atividades práticas para o participante aprender com a mão na massa. Matricule-se já para a próxima turma aqui.
Ricardo Ruffo is a born entrepreneur, educator, speaker and explorer. As a writer by passion Ricardo daydreams on how the world is changing fast and how it could be.
Ruffo is the founder and global CEO of Echos, an independent innovation lab driven by design and its business units: School of Design Thinking, helping to shape the next generation of innovators in 3 countries, Echos – Innovation Projects and Echos – Ventures. As an entrepreneur, he has impacted more than 35.000 students worldwide and led innovation projects for Google, Abbott, Faber-Castell and many more.
Specialist in innovation and design thinking, with extensions in renowned schools like MIT and Berkeley in the United States. Also expert in Social Innovation at the School of Visual Arts and Design Thinking at HPI – dSchool, in Germany.
Naturally curious, love gets ideas flying off the paper. He always tries to see things from different angles to enact better futures. In his free time, spend exploring uninhabited places around the world surfing.
Echos School of Design Thinking - Terms and Conditions
This website at www.schoolofdesignthinking.echos.cc (Site) is a website where you can browse, select and enroll in educational and innovation knowledge courses (Courses) advertised on the Site from Echos Innovation Lab Pty Ltd ABN 65 617 491 424 (Echos, us or we).
Please read these terms and conditions before accessing or using the Site. If you are under 18 years of age, then you must obtain your parent or guardian’s consent before accessing and using the Site.
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The terms and conditions also apply to the sale of any Courses via methods other than the Site, including where Courses are given as a gift, sales by telephone, in person or other means, unless otherwise agreed in writing.
The information contained in this Site and in any Courses is provided in good faith on an "as is" basis. Echos does not represent or warrant the reliability, accuracy or completeness of the information contained on this Site and does not claim, represent or warrant the suitability of any Courses for any person. Courses and any materials provided as part of the Courses (Course Materials) are intended as a learning aid and guide only, and are not a substitute for tailored advice or your own study. To the extent permitted by law, Echos is not responsible or liable for any Liabilities (direct, indirect or consequential losses and damages) arising in any way (including without limitation negligence) for errors in, or omissions from, the information in this Site, the Course or Course Materials.
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Changes to these Terms and Conditions
If you have an enrolment that has been accepted by us, the terms and conditions that will apply to that enrolment are the terms and conditions that applied at the time you placed your enrolment request. We cannot vary the terms and conditions which apply to a given enrolment after that enrolment is accepted by us.
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Warranty and Liability
Echos accepts liability for all legal guarantees and warranties expressed or implied to the transactions under the Australian Consumer Law in Schedule 2 of the Competition and Consumer Act 2010 (Cth), or any other legislation (such as the Fair Trading Acts (or equivalent legislation) in each State and Territory) the effect of which cannot be excluded.
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We may immediately suspend, terminate or limit your access to and use of the Site and (where relevant) your account if we reasonably suspect that you have commit fraudulent act and/or you breach these terms and conditions.
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This agreement is governed by the laws of Australia. Each party submits to the non-exclusive jurisdiction of the courts of that place.
Capitalised terms used are defined in these terms and conditions.
In these terms:
“GST” has the meaning it has in the A New Tax System (Goods and Services Tax) Act 1999 (Cth)
“Liabilities” means all direct and/or indirect liability for: costs; damages; losses; claims, causes of action, accidents; injuries; deaths; law and traffic violations; and expenses including but not limited to legal fees.
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Our business and the purpose of collection
We are in the business of providing educational and innovation knowledge courses (Courses). We collect personal information primarily to provide the Courses to you (Purpose).
In particular, we collect your personal information so that we can carry out the following actions:
to provide you with the Courses and any other products, services and information that you have requested from us;
to communicate with you, including about the Courses, products, services and events which might interest you;
to provide you with information or advice;
process payments by you to us for our services;
to create accounts, tax invoices or receipts;
to provide your personal information to third parties that assist us in providing and/or delivering the Courses or other goods or services you or they have requested;
to consider and respond to feedback from you;
to comply with laws or regulations or to comply with any directions given by regulators or authorities.
We may disclose additional purposes for collection of your personal information in collection statements at the point of collection.
Personal information we collect
When used in this policy, “personal information” has the meaning given to that term in the Privacy Act 1988 (Cth). We may collect the following types of personal information from you:
residential or business address;
financial and payment information;
age and date of birth;
businesses you operate; and
your personal preferences, thoughts, ideas, goals and opinions.
Sensitive information is information about you that reveals your racial or ethnic origin, political opinions, religious or philosophical beliefs or affiliations, membership of a professional or trade association, membership of a trade union, details of health, disability, sexual orientation or criminal record.
It is our policy to only collect your sensitive information where it is reasonably necessary for our functions or activities and either you have consented or we are required or authorised under law to do so.
How we collect your personal information
Collection of your personal information can occur through the following interactions:
when you communicate with us directly (by email, in person, telephone, direct mail or any other means);
when we interact with you during the Courses or in relation to any other products or services; and/or
when you visit our website and social media pages, or access or contribute to digital platforms and applications managed by us (Online Platforms).
We may use temporary (session) cookies or permanent cookies when you access our Online Platforms. This allows us to recognise your browser and track the web pages you have visited.
You can switch off cookies by adjusting the settings on your web browser.
How we hold your personal information
We may hold your personal information in either electronic or hard copy form.
If you provide information to us electronically we retain this information in our computer systems and databases. If you provide information to us in hard copy (paper) this information is normally retained in our files and a copy is made to our electronic files.
We use industry standard security measures to safeguard and protect your information.
If we are unable to collect your personal information
If we are unable to collect your personal information, some or all of the following may occur:
we may be unable to provide the Courses or other products and services to you;
we may be unable to communicate with you to provide information about the Courses or other products or services that you have procured from us, or may intend to procure in the future;
we may be unable to tailor the content of our marketing communications to suit your preferences;
your experience when interacting with us may be delayed or not as efficient as you may expect.
Disclosure of your personal information
Your personal information may be disclosed in connection with any Purpose to any of the following:
our employees, contractors or service providers, to the extent reasonably necessary to fulfil our obligations to you;
our business advisors, including lawyers, accountants or other professional service providers, to the extent reasonably required;
suppliers, clients and other third parties with whom we have commercial relationships, for business, payment processing, delivery, marketing and related purposes;
if required by law, to any person authorised by such law.
Overseas disclosure of personal information
We may disclose your personal information to third parties and service providers located overseas in connection with any Purpose, including to overseas cloud computing hosts. We take reasonable steps to ensure that the overseas recipients of your personal information do not breach the privacy obligations relating to your personal information.
We may contact you with direct marketing communications and information about Courses or other products or services offered by us or our partners via telephone, email, SMS, or regular mail.
If you have indicated a preference for a method of communication, we will endeavour to use that method wherever practical to do so.
You may opt out of receiving marketing communications at any time by responding via the channel in which you received the marketing communication, or by contacting us (see contact information below). You can unsubscribe from emails by clicking the unsubscribe link on the footer of the email communication you have received.
How you may access your information
You may access your personal information held by Echos by making a request to us.
Email: firstname.lastname@example.orgCorrection of your personal information
If you would like us to update or amend your personal information, please contact us and we will make the requested amendments.
We may ask you to verify your identity to ensure that personal information we hold is not improperly accessed.
If you feel your privacy has been breached, please contact us using the contact information above setting out the circumstances and reasons for your complaint.
Presença GlobalA Escola de Design Thinking é uma iniciativa da Echos, um laboratório de inovação.
Telefone 1300 502 006
ABN 65 617 491 424
Rua Baluarte, 672
Telefone +55 11 3476 2300