The workshop will give us all the unique opportunity to revisit our concept of service and together describe (co-create) an experience (service) of what we provide, focusing on the quality of interactions we engage with those that use our work. It will give us all the opportunity to discuss our daily practice, analyze and find outstanding solutions for a better and more apt role in the world today and tomorrow. Participants will jointly describe their current service flow (journey) present and by a series of exercises discover problem areas, opportunities, etc. The workshop is itself a service design co-creation exercise.
Goals
Deliver more value in our interactions with clients (those that use our services).
Key benefits
- Detect areas of proven delivered value.
- Detect areas of opportunity.
- Define major barriers for delivering value and how service could solve them.
- Define what moments, services of research our clients expect from us.
- Identify and develop new ideas on how to give our work more value when working with and delivering to our clients.
Structure/Schedule
This workshop is designed to give participants the opportunity to make a diagnosis (descriptive) and propose different alternatives to improve the current service (prescriptive).
- 8:45 – 9:00 Introduction. Participants will understand the workshop’s objective and dynamic. They will have a brief introduction to the topic, and understand a framework to work with.
- 9:00 – 10:10 Service diagnosis + debate. Participants will understand and analyze the service given to identify opportunities of improvement along the process. They will share experiences with other consultants and analyze the actual situation.
- 10:10 – 11:20 Generating solutions. Dynamics for idea generation.
- 11:20 – 12:00 Wrap up. Share last thoughts and close
Target audience
The make up of participants for the workshop is important; we seek to include both consultants and those that work in research departments, product development and related areas inside corporation.
Participants should be interested and open to figuring out new experiences and ways to work. Should be willing to analyze their interactions with clients and visualize better ways of providing value.
The group should have a mix of external and internal consultants.
External consultants: those who provide research services and may work along with their clients through the process, but are not part of the organization. They can give the group rich information about how they deal day to day with internal and external issues.
Internal consultants: those who provide research services within the organizations and usually work along with external consultants. They have both perspectives, as consultants and as clients, giving the opportunity to match results.
Pre-work for the workshop
We would like participants to bring 3 favorable and 3 unfavorable situations when dealing with clients or consultants.
We also need participants to collect as many relevant actors involved in the process of delivering the research service.
Organizers
Roberto has a master’s degree and a PhD (abd) from the Institute of Design at the Illinois Institute of Technology. At insitum he mainly deals with operations, endlessly trying to find the right balance of design work and thinking with ethnographic methods and techniques (and then trying to communicate to clients on why it matters to do so).
Mónica holds a BA in Industrial Design from the UNAM in Mexico City. She has experience on product innovation projects especially in the food & beverage, editorial, insurance services, and telecommunication industries, but she also gets involved in research and branding.
