Tailored for your team’s needs

Customer-centricity training by Smaply

Standardize, embed, and scale the tools and knowledge around customer experience in your organization.

Illustration with cards, sticky-notes, and speech bubbles, to illustrate collaboration on journey maps

Photo of the team behind the HR case study

Training by smaply

Tailored learning experience

All programs are available as tried-and-tested online formats as well.

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Modular trainings

We train your team to get started with methods and tools of customer-centric innovation.

Tailored

Different modules to adapt your learning experience

Add-ons

Customization with deep dives, Q&A, and coaching

Digital/on-Site

Tried-and-tested formats for the real world

Enterprise

Branding and licensing of material available

Your options

Our current program

Modules

Build the basis for customer centricity with a module of your choice.

Module A

Thinking

Lecture

Service Design Thinking and Doing

Overview of the importance of customer/user/employee experience, intro of service design process, tools, and methods, cases and examples

90 minutes

5–30 people

from 1,800 Euro

Module b

Personas

Lecture

Personas and System Maps

In-depth introduction of personas and system maps (stakeholder maps, value network maps, and ecosystem maps), discussing cases and examples

90 minutes

5–30 people

from 1,800 Euro

Module c

Essentials

Lecture

Journey Map Essentials

In-depth introduction of journey maps (steps, stages, storyboards, channels, pain points, KPIs, job-to-be-done), cases and examples

90 minutes

5–30 people

from 1,800 Euro

Module d

advanced

Lecture

Journey Maps advanced

Advanced content of journey maps (backstage processes, service blueprints, multiple persona/journeys on one journey map, research data, live data/KPIs, journey map repositories and hierarchies), intro of 6 aspects to consider for journey maps, cases and examples

90 minutes

5–30 people

from 1,800 Euro

Module e

Operations

Lecture

Journey Map Operations

Using journey maps as a visual management tool for agile organizations, cases, and examples, embedding and scaling service design in organizations

90 minutes

5–30 people

from 1,800 Euro

Add-ons

Complement your module with add-ons.

Add-on 1

Workhop

Workshop session

60-minute remote workshop on facilitating core tools of the training, such as personas, system maps, and journey maps

60 minutes

5–30 people

from 600 Euro

Add-on 2

DeepDive

Deep Dive Q&A

A 60-minute session to clarify further questions, a review of created journey maps, personas, and system maps, and to discuss further topics of interest to the audience

60 minutes

5–30 people

from 600 Euro

Add-on 3

Branding

Using the client’s logo throughout the used slide decks and templates; one-time fee

5,000 Euro

Add-on 4

Licensing

Licensing slides

Option to license slide decks and templates for further internal training (including
facilitator notes)

from 7,500 Euro

Full courses

Do you want to deep dive into our knowledge?
Get all 5 modules in a full course.

Full course 1

DesignTools

All 5 Modules

Service Design Tools

Full course ‘Service Design Tools’ (all 5 modules above) including one office hour or exercise session per module and certification (only possible for full course) for all participants

5–30 people

from 8,900 Euro

Full course 2

Trainthetrainer

All 5 Modules + extras

Train-the-trainer

Full course ‘Train-the-trainer’ (all 5 modules plus one extra module on how to set up an internal service design training program, including branding of all materials, licensing of all materials for internal training for one year, and 3 coaching sessions after the training) including one office hour or exercise session per module and certification (only possible for full course) for all participants

5–30 people

from 23,900 Euro

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Good company

We Delivered trainings to designers and innovators from these organisations

Packshots of the hardcover books This is Service Design Thinking and This is Service Design Doing

Other Programs

Talks by our founders

Perhaps your team or broader organization needs a bit of inspiration and excitement around the topic of service design and customer experience?

If so, the founders of Smaply, also known for their award-winning books (This is Service Design Thinking and This is Service Design Doing), can give a talk or workshop at your organization.

Contact us

Get in touch and let's together find the best program for you!

Book an appointment