Innovation Management & Service Design: Redesigning Services
Innovation Management & Service Design: Redesigning Services
Innovation Management & Service Design: Redesigning Services
Innovation Management & Service Design: Redesigning Services

Innovation Management & Service Design: Redesigning Services

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Redesign services with Service Design.

Delivered by EIT InnoEnergy and LEAD Innovation

eit InnoEnergy  LEAD Innovation

Some industries, such as the energy industry, automotive, plant engineering or logistics have in common that the pressure to offer perfect customer relations or optimal services is constantly growing.

Customer orientation is therefore a key factor for successful innovations that are attractive and useful for customers and can be efficiently implemented by companies as suppliers. Their active commitment means an effective development towards more innovative solutions.

This 2-day course is delivered by EIT InnoEnergy and LEAD Innovation. EIT InnoEnergy brings together the three elements of what is known as the Knowledge Triangle – higher education, research and industry – to tackle some of the biggest challenges facing the world today.  Their pan-European network of partners includes 23 shareholders, as well as 430+ associate and project partners which represent the best of Europe’s industry, research, and higher education – and all are key players within the energy sector.  Their professional learning offers a single-point of access to thought-leaders, entrepreneurs, businesses, career information and start-ups so you can spend your time learning with experts and getting hands-on experience.

About EIT InnoEnergy:

About Service Design: 

Differentiation and success on the market today are no longer achieved by features, but by unique customer experiences and novel services or product-service-connections. Service Design is the process of designing services and processes of all kinds in which customers are involved. Using special processes and methods, Service Design helps you to identify innovation potential and to design service offerings that are attractive and useful for your customers and can be efficiently implemented by you as a provider. 

The aim of service design is to create a unique customer experience, to make customer interactions as easy as possible and to make them feel valued. Through loyalty of both new and existing customers in Service Design, it is possible to put the needs of the customer into focus for future development projects in a sustainable way. This commits customers to the company in the long term and simultaneously achieve a competitive advantage.

This course enables you to recognize innovation and optimization potentials in the current offer, as well as to create completely new service offers.

During this course, you will receive detailed methodological knowledge and learn how to:

  • Create Buyer Personas yourself
  • Survey the Customer Journey in your company
  • Evaluate touchpoints to customers
  • Generate service concepts with LEAD users and
  • Testing prototypes.

After learning the analysis tools and understanding the customer, the next step is to generate service concepts for problem solving and to create prototypes which are then tested.

The prototyping part is about how to create service prototypes and what to look for when creating them. Service design prototyping methods such as role plays, story techniques, POV techniques and various prototyping methods from Design Thinking are used. In the last part of the course you will learn how to create a test design for your prototypes, and how to test prototypes quickly with real customers.

In this course we work with the following focus areas:

  • Energy efficiency
  • Energy Storage
  • Power Distribution
  • CO2 reduction

Your speakers:

 Tanja ESCHBERGER_Head of Innovation

Tanja ESCHBERGER_Head of Innovation

After her final exam at the BG & BRG Wolkersdorf with a focus on economics, she completed the Bachelor's degree in International Business Administration & the Master's degree in Strategy, Innovation and Management Control at the Vienna University of Economics and Business Administration and George Washington University. Professional experience in the fields of tax consulting, logistics and cash-in-transit as well as honorary project organization and management. At LEAD Innovation she is Head of Innovation and focuses among others on agile innovation management using SCRUM.

Julian EBERLING_Innovation Manager
Julian EBERLING_Innovation Manager

Graduated from the commercial academy Vöcklabruck in Upper Austria. For a non-profit project in Kenya he was active as project manager and lecturer. At Management Center Innsbruck and Stellenbosch University in South Africa he studied Management, Communication & IT and gained first practical experience with process and business model innovation. After his studies he was responsible for New Business Development at an Austrian IT system house. Since 2018 "Certified Service Design Thinker" he has been pursuing his passion as an Innovation Manager at LEAD Innovation.


Introduction: Basics, theory, terms

Module 1: Survey of the Customer Journey

Buyer Personas, Customer Journey, Empathy Map, POV - Walk in the Customers Shoes, Touchpoint Management and Evaluation, Practical Exercise Module 1

Module 2: Generation of service concepts

Prototyping species, practical exercise module 2, prototyping presentation

Module 3: Creating and testing prototypes

Creation of test design, testing of prototypes, practical exercise module 3


Frankfurt, 25 Hours Hotel

Course Fee: 

EUR 990,- excl. VAT, incl. course documents, course certificate and catering

Who should attend this course?

This course is intended for professionals who would like to:

  • know what Service Design means for them,
  • create their own buyer personas
  • survey the customer journey in the company and evaluate touchpoints,
  • create and test service prototypes,
  • exlpore methods from Design Thinking,
  • learn experientially from experts and peers
  • offer their customers the best service and increase sales.

Your learning experience includes:

  • Interactive course: fast succession of theory, practical examples and exercises
  • practical case studies and exercises 
  • Expert input and peer-to-peer discussions on your own use cases.