Brand Experience and Service Design Workshops

audencia experience
Immersive Roleplay “Experience Design”. Creative Methods course at Audencia, Nantes, for a new theme park for Nutella.

Having worked with service industries over a large number of years, in the UK, Europe and now in France, Créativité Consultants has developed 2 special workshops for both companies and Universities to help them with their approach to service design and Customer Experience.

My approach to both subjects, firstly, and most importantly is to think about the customer. And to put your customer at the heart of everything you do. Who are they? What lives do they lead? What things are important to them?

Yes, I realise of course, companies need to make profits, and need to be profitable. Yes, I know that training and finding the right staff is difficult too, and I understand the outside pressure from shareholders. But, unless you have happy customers, your business will not succeed, they are the lifeblood of your business and are usually considered somewhere in the mix of things, but are not always a priority.

stakeholder map clean
Stakeholder mapping, getting to know all the people involved in the process. The customer is at the heart of it.

So my approach is a “step-by-step” one. Considering of course your brand values, the values and benefits that your products and services bring, and at the same time really getting you to really understand and know your customers. Things can be honed down later in terms of details, cost and efficiency, but the BIG idea at the start is the most important one.

So, next, what do you want your customers to experience at every step of your service?

journey map
Customer Journey mapping can take many shapes, here’s one about waiting for the bus.

What do you want them to see? Feel? Hear? Touch? And more importantly remember? How do you want them to talk about you afterwards? What messages do you want them to send their friends and peers on social media? Do you want them to come back for more?

At this stage we normally map out a Customer Journey step-by-step, of your existing service, and highlight the difficult moments and the moments that we call ‘magical’ the moments that can delight the user/customer.

At this step also, we usually do some empathy mapping and interviewing. Here’s a video from Stanford to explain this process.

interview comments
Results of Interviewing can be useful to add to Customer Journey technique.

Whether your experience or service is an ephemeral one or a long-lasting one, you want to delight and engage with your audiences at every step of the way.

Using techniques gathered from the best thinkers and strategists in the world. We have developed 2 unique workshops which can be specifically tailored to your business or your student disciplines. And can definitely help your business.

dirty prototype experience design
Bringing a unique experience to the University Café. Les Mots du Midi? Dirty Prototyping exercise.

Want to know more about how to bring your brand to life and make your services really meaningful to your customers? Contact me today on 0667452888 or mail me on


Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s