‘Please, make me a
brown cheese sandwich’
Radka Newton, Senior Teaching Fellow, Lancaster University Management School
Jean Mutton, Consultant, Go Process Design Ltd
We will be exploring a human-centered approach to service excellence - how to work to a brief and really understand what the end-user of the service wants, rather than what we think they need. The workshop will start with a task: ‘Please, make me a brown cheese sandwich’.
This workshop will be very hands-on and practical. After a brief introduction to some key Service Design principles and methodologies, delegates will learn how to develop personas and construct an emotional journey map from the end-user perspective. The workshop will point difference between service design and lean methodologies and will demonstrate how these complement each other in practice.
At the end of the workshop the attendees will have the skills and know-how to run a similar workshop in their home institution.
Maximum number of attendees is 25.