Brand Manual Academy
is a structured introduction to service design.
marketing and innovation.
All the rest are costs.”
Service design = marketing + innovation
Service design is a customer / user centric development process that helps you deliver a better customer experience. In an environment where quality is universal, and you and your competitors say the same thing about the same thing at the same time, the customer experience is the only source of competitive advantage left.
The customer experience is what people share. Online. Offline.
Think “hotel websites with perfect pictures compared to TripAdvisor.”
Brand Manual Academy is a teach-the-teacher program, enabling you to later spread the skills within your own company.
We have two set courses: 1 for individuals from different organisations and 1 for teams from a single company. Available conveniently in Stockholm, Sweden and Tallinn, Estonia. And of course anywhere where we can travel to!
2-day open course
Lectures & workshops based on a hypothetical case.
Organised periodically based on a sign-up of minimum 20 people.
Using a hypothetical case, we’ll move through all the stages of a service design project, and touch upon the tools and methods to create improvement scenarios.
4-day private course
Lectures & workshops based on your company’s own case / project.
This course will also involve preparation work.
Organised as a 4 day sprint or 4 workshops over a month.
Using a real life case your company faces, we’ll move through all the stages of a service design project, and touch upon the tools and methods to come up with improvements and solutions.
€15000 / SEK 150000
Get in touch, if the set courses don’t meet your needs!
What we’ll cover
The course will take your through all the stages of a service design project. From defining who should be on your team through discovery, defining the problems to be solved, developing and testing solutions to delivering an improved service. It ends by summarising the project and presenting the learnings back to your company.
After all, improving a service isn’t the only challenge. To build a truly customer-responsive organisation, the whole company must learn to understand and respond to the customer’s point-of-view.
The customer experience matters because “92% of purchases are made based on recommendations from friends.*”
It’s not what you do, but how you do it, that creates the customer experience.
Innovation is about improving the customer experience to the point, where your customers talk to their friends about you.
Before you buy a TV, you google it. What you’ll find is what others' say about the TV based on their experience. They’ll describe how it was to choose it, buy it, use it and getting help with it.
Designing the customer experience helps to make sure, that these recommendations are positive.