Validating Services through Experimentation

Details

DESCRIPTION

During this SDN Netherlands chapter event, a case from Amsterdam's Schiphol airport will be presented from two perspectives: a designer's perspective and a client's perspective.

Every day, thousands of passengers go through security and baggage claim at Schiphol. But what if you want to improve these services? How do you test a service in an environment where every second counts and where the context is so crucial?

The presentation of the case will be followed by creative discussions in smaller groups, in which each group will take a service design approach and discuss how to carry out experiments within this real context.

WHO IS THIS EVENT FOR?

This event is specifically focussed on in-house service designers and managers that have existing experience with service prototyping and experimentation. We will discuss questions such as:

How can you embrace experimentation in a corporate environment?
How do you communicate to various stakeholders and different layers of management?
How do you experiment around a service's most critical assumptions (instead of touchpoints)?
How does one act upon the insights gained through experimentation?

We hope this results in some concrete insights and guidelines that enable you to start (or improve) your own service experimentation!

CAPACITY

There is a maximum of 25 spots available. If this event becomes full, you may join a waitlist. If you have secured a spot and are unable to attend, please be courteous and free up your spot for someone on the waitlist.

PROGRAM

17:30 Walk-in and and a small bite

18:00 Schiphol airport case: Service design experimentation in context