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.
Echos School of Design Thinking - Terms and Conditions
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Presença GlobalA Escola de Design Thinking é uma iniciativa da Echos, um laboratório de inovação.
Ground Floor, 3 Hickson Road The Rocks 2010, NSW Australia Phone 1300 502 006 ABN 65 617 491 424
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