Do you know why 7 out of 10 new products and services fail? Have you wondered why some of the most successful digital services of today are platform businesses? Do you know how to participate in Platform Economy through the creation of successful service platforms?
Laying the foundation for successful service platforms requires a clear strategy and a deep understanding of the market and various actors your platform business aims to support. We believe that service orientation, understanding customers, and service design can improve the odds of reaching success in your business.
This course demystifies platform businesses while offering an introduction to human-centered design process and service design methodologies. With a focus on value creation with platform users, we examine some of the characteristics common in successful service platforms. The importance of understanding customer needs and experiences in designing innovative services is stressed. Hands-on exercises and supporting lectures allow participants to apply their learning, collaboratively with other participants, on a case.
At the end of this course you will be able to:
• Understand the common ingredients in platform businesses and the importance customer experience and insights play in the design of service platforms cherished by their users.
• Gain an introductory knowledge and experience of Service Design, human-centered design process and selected methods
• Adopt a Service Logic perspective and identify opportunities for co-creating value with customers
Zagros Hatami is a designer and educator with background in service design research, Industrial & Strategic Design and Electrical Engineering. He has been involved in service design research and education at Aalto University for over a decade through his Master’s and Doctoral research and teaching in multiple Masters-level design modules. With a focus on value co-creation with users and facilitating user participation, he has contributed to several public and third-sector projects focused on health, wellbeing and co-creation with users.
At CGI, he practices service and user experience design in projects and contributes to service design competence building in-house and with clients. He is especially interested in the creation of service platforms, facilitation of users’ value creation processes and leveraging user data with the help of AI and predictive analytics in order to better serve customers.
If you can not participate this course, you can send someone else instead of you. If cancellation is done less than 14 days before the course start, we will charge 50% of the price. In case of no show without any cancellation, we will charge the whole price. Cancellation fee will also be charged in case of illness.