FINGO’S TRAINING: Service Design Journey Map Operations
Date: 29th January 2020, 9 AM-4 PM.
Place: Fingo´s Amazon-training room, 6th floor
The space is accessible.
Do you want to get hands on facilitation tips and tricks on how to use service design
tools in your organization? Do you also want to learn how to scale service design
throughout teams and organizations by using it as a customer-centric management tool?
This training is meant for CSO/NGO employees or volunteers with basic understanding of and
some experience in service design.
Besides covering the basics of service design and its core tools such as personas, system
maps, and journey maps, this training focuses on how to embed and scale service design
throughout teams and organizations by using journey maps as a customer-centric management
tool to coordinate projects around customer and/or employee experiences. Journey Map
Operations is a system of digital journey maps and respective coordinators who are in
charge of projects impacting customer experience. We will outline the system and give
hands-on tips how to set this up in your organization. You'll also get 20 lessons
learned of embedding and scaling service design in teams and organizations. Moreover,
you'll experience facilitation tips on how to use journey maps successfully in
research workshops as well as a management tool.
The trainer Marc Stickdorn is the CEO and co-founder of More than Metrics, a company
developing service design software for service designers. As editor and co-author of the
award-winning book “This is Service Design Thinking” and the second edition “This is
Service Design Doing”, Marc has contributed to the development of the field for many
years. Besides having gained many years of experience as a trainer and a consultant, he is
also associate of renowned service design agencies and professor at various business and
Fingo will prioritize its member organizations and other civil society organizations in
the registration, maximum 2 participants per organization. After submitting your
registration please send us a short description (3 bullet points is sufficient) of how you
will utilize the learnings of the training in your organization’s work. Send the
description to firstname.lastname@example.org<mailto:email@example.com>. These descriptions will
be used in selecting the training participants if the training will be overbooked.
Fingo’s member organizations 30€
Other CSOs/NGOs 60€
Other participants 120€
The training is held in English.
For more info: firstname.lastname@example.org<mailto:email@example.com>
Koulutussihteeri | Fingo
+358 50 317 6693 |firstname.lastname@example.org<mailto:%7Ckalle.email@example.com>
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