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Workshop: Create Great Customer Experience Through Service Design Thinking


Workshop: Create Great Customer Experience Through Service Design Thinking



Everyday your customers embark on a journey with your brand and services. As the saying goes “Put yourself in someone’s shoes, and see how it feels”, the best way to learn about your customers is to understand, empathize and gaintheir point of view.


Our Service Design Thinking Workshop offers an immersive introduction to the concept and practice of design thinking for services. You will understand why Design Thinking is the go-to method for innovating services across industries, and learn how to apply it according to your needs.


In this 1 day hands-on workshop, we will guide you through the entire design thinking process from understanding the target audience, discovering their needs, creating a solution, and testing it.


Step 1: Understand

Understand the experience of the target audience. Do this through observation, interaction, and immersing yourself in their experiences.

Step 2: Explore

Synthesise the findings and generate a large quantity of possible solutions by stepping beyond the obvious and exploring diverse ideas.


Step 3: Test

Build low-resolution prototypes and test them out. Use observations and feedback to refine prototypes, learn more about the user, and refine your original point of view. 

Design Thinking is a close-loop method where you can continue to learn and improve upon your initial ideas.

The workshop is organised to be interactive, with a mixture of lectures, group activities and class discussions so you canlearn-by-doing in a highly engaging and collaborative environment. You will also receive a Service Design Thinking Toolkit that will aid you throughout and after the workshop.


*Lunch and light refreshments will be provided*

Who is this Workshop for?

Professionals involved in customer service, marketing and change management

Business owners and entrepreneurs looking for the competitive service edge in their business

Tertiary-and-above students who wants to immerse themselves in the design thinking process 


Learning Outcomes

Learn the systematic method to solve problems, unleash creativity and test ideas.

Learn how to deep dive problems to identify underlying and latent challenges/needs to solve.

Learn how to generate ideas quickly and freely.

Gain the ability to frame problems differently to find breakthrough solutions.

A certificate you can add to your professional profile

A network of peers that spans across industries and functions

About the Trainers

Yulia Saksen

Yulia Saksen is the founder and director of an award-winning interdisciplinary creative consultancy based in Singapore, Milan and Jakarta. Yulia also founded C-Academy, the educational arm of Creativeans Pte Ltd.

Yulia specialises in customer-centric design methodology and design thinking. As a certified management consultant, designer and educator, she transforms client’s businesses into creative brands. A frequent speaker in these topics, Yulia alongside Kimming Yap and Judy Tham co-authored the brand book with less industry jargon Are You Brand Dead?: The Creativeans BrandBuilder Approach to Building Your Brand.

Yulia is a recipient of multiple design and business awards. She received her Master Degree in Design from the Domus Academy in Milan, Italy.

Sharina Khan

Sharina Khan is a multi-disciplinary design professional and educator with over 10 years of experience working with global brands designing products and creating customer experiences. 

She co-founded Creativeans to work on experimental and self-initiated projects which garnered much publicity through the many exhibitions across Europe such as Milan, London and Paris.

Sharina is an expert in design research with strong knowledge on global trends, material innovation and human-centered design. She was awarded a sponsorship by University of Canberra to pursue a PhD in Design to explore future hybrid frameworks in design education.

About C-Academy

Established by Creativeans, C-Academy is its educational and research arm that provides organisations and individuals with the knowledge and tools to develop their own creative strengths. 

From branding, design thinking to creative methodologies, our courses are conducted by certified trainers over three hours to three months, customisable according to our client’s requirements. We also strive to be a thought leader on creativity by gathering the best minds to incubate research and methodologies on this subject matter.

Our mission is to empower organisations to act, think and excel creatively.

About Creativeans

Creativeans {pronounced Cre-a-ti-veans | kriːˈeɪti:/ vi.ən/}

Creativeans is an interdisciplinary creative consultancy based in Singapore, Milan and Jakarta. Our mission is to make the world a more creative place.Business leaders trust us to solve their strategic and creative challenges: from branding, business innovation, product design, service design, packaging design to communication design, across all industries and geographies. Guided by our systematic approach and unique methodologies such as BrandBuilder™ and BrandIntel™, we work with mid size companies, small start ups and family owned businesses to create enduring brands.

As this is conducted in a workshop setting, seats are very limited. Please register your interest today.

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