Pre-Conference Workshops | Thursday 9 July 2020
Before the official SERVSIG Conference kicks off, join our line-up on international experts at their pre-conference workshop sessions! There will be two morning workshops and two afternoon workshops to choose from. Registration and payment should be made via the official conference registration site.
These workshop sessions will run from 9:00am – 12:00pm at a cost of AUD 90 each including all required materials and morning tea catering. To confirm your attendance, please purchase a ticket as part of the conference registration portal.
SERIOUS PLAY with Dr Stephen Dann
Exploring the use of Lego Serious Play across the service design process for concept visualisation, story sharing and insight gathering
Lego Serious Play is a time honoured industry method for mapping out ideas and concepts in an intuitive 3D format. As an applied method, the LSP approach takes participants through a series of warmup and training processes to prepare the hands and mind for sharing stories in visual metaphors to build shared meaning through collaborative Lego models.
This workshop will introduce basic and intermediary Lego Serious Play processes, including the technical underpinning of the process (in marketing terms), and the key frameworks that enable LSP to successfully surface ideas through the hand/mind connection. Participants will work through a series of tasks, and a range of Lego kits, in a practical exploration of the value of Lego Serious Play for services marketing researchers.
THRIVING IN THE DIGITAL AGE: ENABLING OPPORTUNITIES THROUGH PROACTIVE SERVICE DELIVERY with Professor Marek Kowalkiewicz
The digital economy provides organisations and leaders with the opportunity to reimagine how they do business, innovate customer-centric solutions to complex problems, and to create new value. This interactive, high-energy workshop delivered by Prof Marek Kowalkiewicz, one of Australia’s leading digital transformation experts from QUT will introduce you to the innovation lenses that propagate an opportunity mindset and the concept of proactive services that Marek’s team used to redesign dozens of private and public sector services. Gain an understanding of the thinking patterns and practical skills required to proactively identify and capitalise opportunities in the changing industry, create a culture and start a language of innovation in your organisation, and learn how to stimulate creativity to ideate and prototype new services. In his workshop, Marek will also talk about challenges that need to be considered when redesigning services in the digital economy.
These workshop sessions will run from 1:00pm – 4:00pm at a cost of AUD 90 each including all required materials and afternoon tea catering. To confirm your attendance, please purchase a ticket as part of the conference registration portal.
HOW TO CREATE CHATBOTS – A PRACTICAL GUIDE TO DESIGNING AND BUILDING FOR NON-CODERS with Mr Rob Hudson
In this practical session, you will learn how chatbots work, how to build the logic to make it useful, and how people interact with them. Using the latest in cloud-based deployment, you will design, build and teach your own chatbot, and by the end of the session, you will be conversing with it online. For a hands-on experience, please bring your computer and complimentary Wi-Fi will be provided to you onsite.
SERVICE DESIGN with Prof Dr Gaby Odekerken-Schröder & Dr Martina Čaić
In this highly interactive service design workshop you will be familiarised with a number of innovative techniques to manage innovations in the value network. As an example, we will introduce the value mapping technique to show how the introduction of a service robot in healthcare would affect patients, health professionals and informal caregivers. The techniques and corresponding templates and props can easily be used in your organization or government agency to understand what the effect of changes in the service process is on different actor groups involved. We look forward to welcoming participants who are eager to be active and immerse in the experience as we believe this is the only way to learn something new!
Professor Rebekah Russell-Bennett
P: +61 7 3138 2894