The integration of service design principles into social marketing is one of our more fertile areas for research and practice. Designers are among the most vocal advocates for including the people we formerly called our audience in the process of co-creating programs and tactics. Designers strive to develop empathy for the people they wish to serveto understand their lives beyond the numbers from surveys or the comments from focus groups. Using a variety of research techniques to establish this empathy and to understand service touch-points and how they connect over time to form the customer journey, designers then redesign and reengineer the process to make it more suitable for the people using the service.
This 90-minute webinar will include a theoretical overview and a case study of how service design ideas and methods were applied to the re-creation of a national technical assistance and training program for community-based organizations in the US. It will be followed up with a chat session on the iSMA site for the remainder of the week.
Presented on Tuesday, July 23 by Craig Lefebvre (Chief Maven, socialShift; Lead Change Designer, RTI International; and Research Professor, University of South Florida, USA) and Jennifer Kasten (Vice President, JBS International.) 90 minutes in length.
The webinar will be presented twice, because iSMA members work and live world-wide.
Audience: Primarily targeted at seasoned social marketers, but designed to also be of value to beginners and students.
Registration
Space is limited to 150 participants per presentation. iSMA members get early registration privileges and may register for free. Non-members may register for $50 per webinar; note that a standard annual iSMA membership costs only $49.99; less for students and those from developing countries.
Register at https://isma.memberclicks.net/isma-webinar-series
Jay Kassirer
Cullbridge Marketing, and Tools of Change
Canada
www.cullbridge.com
