Service Co-Creation Workshop

Develop innovative services and offer an outstanding customer experience. Book our workshop on customer-centric idea generation and designing successful services.

Service
Design Thinking

Get to know customers and users perfectly and create digital services that they really really want

Service Design
Methods & Tools

Use our methods and systems to anchor hypotheses, experiments, prototyping and testing in your culture

Perfect
Customer Experience

Achieve an outstanding customer experience for your services and your business model in three steps

Excellent
Rating!

Our previous participants, HR professionals and Learning & Development experts have given us excellent ratings!

What is Service Co-Creation?

Service co-creation is a collaborative process for developing new, customer-centric services. In today’s experience economy, good products and services alone are no longer enough. Instead, organizations must learn to create personalized and user-friendly experiences for people. Service co-creation is a structured process in which you consistently develop innovations for services – and the basis for new business models – from the perspective of customers and users.

The Service Co-Creation Workshop

In order to offer customized customer experiences, companies must actively involve their customers and users in the service development process.

This service design thinking is based on collaboration, overcomes silo thinking and radically changes the perspective. Service co-creation creates transparency about the actual needs and requirements of customers. The workshop helps to develop services that customers really want.

Our Service Co-Creation Workshop changes the awareness of value creation through three steps (sprints). You apply data on global trends and examine possible effects on the behavior of customers and companies. You play with hypotheses and conduct experiments using agile and creative methods.

Managers and their teams learn how to create not only new services, but great customer experiences and trust. But our mission is also to create added value for society and the environment. They will also apply the Service Design Process and Service Design Tools to create value for society and the wellbeing of our planet.

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Content of the Service Co-Creation Workshop

Kick-Off: Connect Session

n preparation, we will send you a questionnaire developed by our service experts, which you can use to ask selected customers or partners about burning issues, concerns, needs and desired services.

Based on this experience and feedback, we then adapt the content of the Service Co-Creation Journey specifically to your situation in an initial joint Connect Session to ensure maximum added value for you. The subsequent Learning Journey is structured in 3 sprints, which can be carried out in 4-6 cycles of 2-3 hours each in virtual collaboration or live in 2 full days.

We ask the following questions to tailor Service Co Creation workshops to you:

  • What value do you want to create for your customers?
  • What challenges, wishes and needs do your customers have?
  • What common goals, commitments, resources and risks does your team have when it comes to service co-creation?
  • What specific roles, structures, processes, tools and practices will enable your team to co-create new service solutions effectively and efficiently?
  • How can you revise your business architecture to enable more flexibility in the service co-creation process?
  • Which participants have essential functions or strong influence on the service design process?
  • Why do you need to invest in building digital capabilities and what technological investments are necessary?
  • What best practices from leading service providers can guide you in the development of your new service?

Sprint 1: Co-Create

In the first step, we develop a shared understanding of your customers’ current and future needs. At least one new service idea is developed. There are now no limits to your creativity.

We will provide you with strategies on how to break down silos within your organization. You will bring together different employees with different ways of thinking and design innovative experiences around existing and new offerings.

These are tailored to the specific needs and wishes of your target group. The aim of this sprint is to develop a clear mission statement for your new service idea based on the following key questions:

  • Which digital mega and consumer trends will have the biggest impact on your business?
  • How might these trends impact you as a leader and your team/department/industry/business as a whole over the next 6-12 months?
  • How might these trends impact the needs / mindsets / behaviors / consumption patterns of your customers over the next 6-12 months?
  • What do you need to leave out/change/add to the services you offer today so that they are still relevant in 6-12 months’ time?
  • What could be potential internal and external barriers that are preventing you from successfully adapting your current service solutions?
  • What can you learn from leading service providers about transforming services into outstanding customer experiences?
  • Which customers do your current offerings focus on? What activities and tasks do you help your customers with through your services? What problems are your customers facing today and in the future, and what could be of benefit to them?
  • Why do customers currently consume YOUR products and services and not those of your competitors? What values and beliefs shape their purchasing decisions?
  • What products and services do you currently offer? What value do you create with them? How is your offering a solution for users? And how might this change based on the changing needs of your customers?
  • What kind of products and services will your customers need in the future – and how will they want to consume and experience them? What could be new solutions to immanent customer problems?
  • How can you summarize new possibilities and your ideas for new services in a short service statement that appeals to your customers rationally and emotionally?

You will implement this after the first sprint in self-organized groups:

Define a clear and concise service description of your new service idea and carry out an analysis of your current and future market potential.

Sprint 2: Co-Build

In the second phase, the identified service ideas from the first sprint are further developed in a co-creative prototyping process and tested with selected customers or users.

This practice-oriented design thinking approach reduces risk and increases speed, as the actual value of the new service is immediately verified by customers and users through an integrated feedback process.

In this sprint, we will work out the service innovation based on the following key questions and develop a plan for testing:

  • What is the elevator pitch for the new service?
  • What intention (your North Star) will guide your service process?
  • Which key figures are suitable for measuring success and target achievement?
  • What and how much potential does the new service offer – when and for whom?
  • Which key partners, activities and resources do you need to integrate the new service into your existing business model?
  • What influence do your market channels in the relevant customer segment have on the success of the service?
  • What impact will the new service have on your cost structure and revenue streams?
  • What assumptions have you made about the new service? How can you test your hypotheses?

You will implement this in self-organized groups after the second sprint:

Go into communication, test your hypotheses with selected customers and users find out the actual value contribution of a service. Analyze the possible effort required to create the service and derive the costs in relation to the benefits.

Sprint 3: Co-Scale

Finally, we use the findings from the test run of your new service idea to develop a visualization in the form of an MVP (Minimum Viable Product). You can introduce this as a pilot project in your company. We will also define a scaling plan so that your new service can grow sustainably.

  • Which established, growing or as yet non-existent markets can you tap into with your service?
  • Which established, growing and not yet existing technologies can improve your service?
  • How does your new service idea fit into your existing business model? What do you need to change in your current business model (remove, change, add) so that the service can scale?
  • What new skills, activities and resources do you need to add to your business model in order for the new service to achieve sustainable success?
  • To what extent might your organization’s existing values and beliefs (culture) create resistance to the new service? What can you do to overcome this cultural resistance?
  • What indicators will determine the success of your new service?
  • How can you promote your organization’s social and/or environmental responsibility through your new service solution?

You will implement this in self-organized groups after the third sprint:

As a team, use our “Taking Action Template” to determine who will do what within the next 72 hours to launch the pilot project for the new service. Arrange further events to keep the process going.

Download the detailed description of the training as a PDF document here:

This is included in the Workshop:

Experienced Experts

Our experts have many years of experience with digital technologies, data analytics and AI and have worked as managers in technology companies. This expertise is now at your disposal.

Learning by doing

The workshop is a laboratory for innovation. You learn new things, apply them and create tangible results. Experience and reflection are an essential part of the workshop - we provide the necessary tools for this.

Learning Library

All participants have access to our extensive learning library with over 200 units, videos, templates and more resources, which can also be used in day-to-day leadership situations.

Community

All participants work together intensively and form a community. Even after the training, you remain part of a leadership community and can actively develop your leadership skills.

Portrait_Robert_Schaffner_small_Fb8RkqD

Robert Schaffner

#leadership #futurism #cinema
Christian Hödl

Christian Hödl

#Leadership #DataDrivenLeadership #AgileLeadership #LeanInnovation
Carsten Rust Porträt_small

Carsten Rust

#FuturesThinking #Innovation #Leadership #Sustainability #Digitization

Make Service Co-Creation an element of your organizational development.

Would you like to hold this workshop as an in-house workshop? Would you like to work on specific case studies or challenges in your company?

We tailor our formats to your needs or the needs of your managers and teams. We offer you a free design (90 min). Let’s start with an initial consultation!

Our Method

This format consists of three integrated elements: Training sequences, application in challenges in self-organized groups and on-demand learning. In 3 sprints, our experienced trainers provide helpful insights and skills relating to service innovations, which are further developed in self-organized learning groups.

The active implementation of the sprints in everyday working life is crucial in order to not only deepen new knowledge, but also to achieve visible success for your organization. To make this possible, we provide members of your innovation team with a wide range of exercises and tools and anchor a co-creative way of working.

In addition, we tailor this workshop precisely to your company. In a protected space and under our moderation, participants act like in-house consultants: they find concrete innovations and establish co-creation skills.

Customers of the Data Driven Leadership Training

Frequently Asked Questions

A co-creation workshop is a structured process to enable innovation through the co-creative collaboration of different disciplines. One advantage for managers is the input from different perspectives – including customers and users – and thus a higher chance of success for the new service. In addition, a structured and well-moderated process increases the speed of innovation. Possible solutions to problems are found more quickly through co-creation and can be tested immediately. These iterative steps ensure prompt experience and faster results.

In a service co-creation workshop, various methods and tools are used in three sprints. You may be familiar with some of the methods and tools from lean management, design thinking or other agile frameworks. We have developed and optimized the process behind them.

Leaders can increase their ability to innovate by establishing a new way of thinking: Solutions to intrinsic, complex problems are no longer found in one department, but through the co-creative collaboration of people from a wide range of disciplines within and outside the company.

This form of co-creative collaboration is forward-looking, but requires an open culture. Managers who take part in a co-creation workshop experience the power of this culture and receive tools to firmly anchor this ability to innovate within the company.

Collaboration and exchange between all participants plays a decisive role in a co-creation workshop. All the selected methods, tools and templates ultimately serve to enable collaboration without disruption and in a protected environment. As it is not a training course but a workshop, all participants are very actively involved in the process.

Service co-creation workshops are not focused on a specific industry, but can be extremely effective in all industries. All companies experience changing customer needs. Customers who already use a product or an item from your company often (unconsciously) want to be enriched or even completely replaced by a (digital) service.

All people who have a particular perspective on the topic should take part in a service co-creation workshop. In other words, individuals from different departments instead of several people from the same department. Meaningful diversity is crucial, including external roles such as users, partners or customers. Completely new ideas are born from this diversity.

It is not crucial, or even a hindrance, to consider the hierarchical status of individuals. In our workshops, we create a dialogical atmosphere “at eye level” that integrates all the different perspectives.

Each workshop is developed to meet the specific requirements of your company. The Service Co-Creation Workshop begins with the customer and user perspective (Connect Session), from which the topics and problems are derived for which concrete solutions are developed in the workshop. We don’t do anything “off the shelf”, but immerse ourselves deeply in your culture and structure. In this way, our work becomes part of your organizational development.

All of the trainers in our team have their own leadership experience, have all completed in-depth external coaching and/or trainer training and have also taken part in our internal train-the-trainer programs. In addition, each of them has individual knowledge and experience on topics such as AI, futures design, sustainability, innovation, etc.

Contact us

Do you have questions about the Service Co-Creation Workshop? We look forward to talking to you! We will be happy to answer your questions about your goals, topics, requirements and conditions for your transformation – and of course about dates and costs. Please write to Verena using the contact form.

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