You are on page 1of 17

Design Matters

Design for Services

Contents

Introduction
Design Matters
Max Bank:
Capitalising on service design Design for Services
Baltic:
Customer experience project

Design for Services

Further Resources

Design Wales

Calendar 2008/2009 September 2008


Design Matters
Design for Services

Contents
Introduction /03
Introduction
Max Bank: Capitalising on Service Design /04 – 07
Max Bank:
Baltic: Customer Experience Project /08 – 09
Capitalising on service design Design for Service /10 – 12
Baltic:
Customer experience project
Further Resources /13
Design for Services
Design Wales /14 – 15
Calendar 2008/2009 /16
Further Resources

Design Wales

Calendar 2008/2009

Contents
Design Matters
Design for Services
What is service design? What’s more difficult to grasp is how Every business is a We have now produced this digital
It’s relatively easy to understand design can add any significant value service business. magazine to further highlight the
Contents how good design can add value to a to the development of a service- In addition to accepting that design potential benefits of using design to
manufacturing business in the form of based business. Service science and can be at the heart of how a service develop service businesses. In October
Introduction easy to use and attractive products, or service innovation are well established business develops, a further challenge we will continue this theme when there
packaging that fits perfectly into a target within management consultancy but is the realisation that every business in will be a unique opportunity
market and even creative branding more recently ‘service design’ has to hear how businesses from across
Max Bank: every sector is experienced as a service
that raises awareness and increases been emerging as a holistic approach by its customers and as such should Europe manage both their new product
Capitalising on service design
demand. These outcomes of design are that utilises design methodology review the design of that service to add and service development - for more
produced by distinct design disciplines and creativity to ensure a business further value to their overall business details, visit the Design Wales website
Baltic: consistently delivers what its customers (‘News and Events’ section).
but often produced in isolation with offering. By working with specialist
Customer experience project the different types of design expertise want. The holistic approach of service service design agency Engine, Design
being compartmentalised. design maps every aspect of how Wales developed several case studies
Design for Services a customer becomes aware of and An opportunity for
to illustrate how service design might Welsh business and
interacts with a service, frequently benefit different types of business,
Further Resources gaining insight from customers and including manufacturers whose strength
Welsh design.
staff, and then applies creative and Many of the companies highlighted in
has to date been based on technology.
Design Wales Vive Juicebars, a Welsh company often visual techniques to explore and These virtual case studies can be
the press as successfully using service
that explored their service journeys define the best solution. Understanding design (such as Orange, Visa and Virgin
found in a more detailed document
Calendar 2008/2009 with support from Design Wales customer needs and creatively finding Atlantic) are large and usually already
about service design in the ‘Resources’
solutions are the core skills of every used to investing in design. Several of
section of the Design Wales website
designer – what’s new with service these have seen such a benefit that
www.designwales.org
design is the application of these skills they have recruited in-house service
and the use of a diverse collection design managers. Despite these
of related techniques applied to truly Providing inspiration successful examples service design
transform how a business might and insight. is still only just emerging as a distinct
function. This is illustrated here by a In 2006 a Design Wales seminar design discipline and as such we believe
case study from Denmark about the provided an overview of service design it offers significant opportunities for
Max Bank, a 100 year old business that to over 70 delegates with input from both Welsh industry in being able to
revolutionised the way it delivered its Orange, Guinness Storehouse and further add value to their offering
services whilst retaining its core values Engine. Last year we produced a and specifically to the design sector
of integrity and security. comprehensive document that provides in developing expertise that will be
greater detail and includes examples in increasing demand across the UK
of how small and medium sized and further afield
businesses could benefit.

Introduction Gavin Cawood


Design Wales Operations Director /03
Design Matters
Design for Services
When Max Bank decided that one of the ways
Contents
Max Bank: of changing from traditional bank to an
innovative, service-oriented bank would be to
change the interior design into a café setting,

Capitalising on service design


Introduction they made banking history. The investment in
service design did pay off. The year after the
Max Bank: implementation of café-banking, the Danish
Capitalising on service design bank had the best result in its 100-year
history of business.
Baltic:
Customer experience project

Design for Services

Further Resources

Design Wales

Calendar 2008/2009

/04
Design Matters
Design for Services
In 2001, one of Denmark’s oldest Max Bank was established in 1901 in A Make-Over
Denmark has a well deserved banks, Max Bank, took the bold
decision to invest in service design;
Næstved, under its original name of
Håndværkerbanken (“The craftsmen’s
Designer and homeliness expert
Contents Birgitte Rodh, consultancy firm Retail
reputation for good product and replacing its traditional counter bank”). In 2004 it was rebranded as Institute Scandinavia, and ad agency
service with a café-style environment Max Bank, to express the bank’s goal
Introduction furniture design but the following designed to put customers at ease of “going for the max” in the interest
COMING/1 were engaged to assist
in the bank’s make-over.
Max Bank: case study demonstrates how and transform the nature of their of customers, shareholders and staff.
relationship with the bank. The bank employs around 200 people “We made a deliberate choice to
Capitalising on service design a well established business in its eight branches across Denmark, include competencies from a variety
Baltic: transformed itself using service The strategy paid off; the following all of which have implemented the of industries in connection with the
year, Max Bank had the best unconventional café banking concept. make-over of the bank, as we felt that
Customer experience project design in order to meet the result in its 100-year history and this would ensure the best result; the
Design for Services changing needs of its customers. the highest customer satisfaction
ratings of all Danish banks. The café
From Tradition to designer has an important and crucial
Innovation: A New role, as the designer’s creativity
concept earned Max Bank a place brings new and different perspectives
Further Resources in Denmark’s 2006 Innovation Cup,
Service Concept
Like most other banks, Max Bank used into the problem-solving process,”
where it was picked as one of the says Hans Verner Larsen.
Design Wales to serve customers at the traditional
country’s most innovative companies.
counter. But in the face of growing
Max Bank also represented Denmark Together with Retail Institute
competition, the bank developed a new
Calendar 2008/2009 at the Retail Institute’s international Scandinavia the bank decided on
strategic plan in 2001 to develop the
retail conference as the most changing the interior design into a
best customer relations of any bank
innovative chain in Denmark. café setting, making banking history
in Denmark by shifting from tradition
to innovation. One element in this with the decision to replace counters
comprehensive strategic plan was to with sofas.
change the interior design to reflect
the bank’s values in a modern and Although the new strategy meant
innovative way. major changes, it was important for
the bank to remain true to its essential
“To make banking a viable business values. Hans Verner Larsen explains:
today, you have to stand out from “Although, in a sense, the café
the crowd and be innovative. That is concept helped introduce an entirely
the way to generate growth which new style in Max Bank, the café is in
benefits the customers. We knew fact just an extension and a reflection
that we had to differentiate ourselves of the bank’s values and history. We
from the competition in order to have always been different and done
survive. And we were going to do things differently. Hence, the café
that by being different and by offering concept was a good and credible
the best service. To achieve this, we modernisation of the bank.”
contacted experts in different fields to
assist us,” says Hans Verner Larsen,
Managing Director of Max Bank.

Max Bank:
Capitalising on service design /05
Design Matters
Design for Services
New Design Holds Good Service is A Homely Bank
New Possiblities Good Business While early versions of the concept
Contents The café concept set new standards Max Bank has worked strategically at first sight looked like a café inside
for the way customers move through a with service design to be able to meet a bank, the latest Max Bank branch
Introduction Max Bank branch and what they can any customer’s needs and maximise in Århus looks more like a café than
do while they are at the bank. customer satisfaction. “In banking, a bank. Only the flat-screen monitors
Max Bank: good service is crucial for the bank’s displaying the latest economic figures
In a traditional bank, the interior ability to maintain its customer base give anything away.
Capitalising on service design
design tends to constrain customer’s and bring in new customers to
movements, as most service generate growth. Café-banking lets “We chose this interior design
Baltic:
transactions take place at the counter. us adapt our services to the individual approach because we wanted to
Customer experience project move the living room into the public
The café setup offers the individual customer. For example, parents can
customer more latitude. Additionally, bring their children, and while the space and create a homely bank.
Design for Services parents discuss bank matters over It offers the customers a safe and
it helps create a less hierarchical
space, as there are no counters, a cup of coffee in the soft furniture, natural environment and it’s a service
Further Resources the kids watch a cartoon in the pillow we want to offer because homeliness
desks, or counselling areas.
corner with a bag of sweets. It is provides a good basis for the meeting
Design Wales The bank’s focus on service design crucial for Max Bank to provide good between customer and bank,” says
helps put bank and customer on a service, as this turns a bank visit into Hans Verner Larsen.
Calendar 2008/2009 more equal footing, which creates a welcome break for the customer,”
the basis for a financial friendship. says Hans Verner Larsen. The change also accommodates
shifting trends in the world of banking,
“Max Bank’s café design presents While traditional banks place the as most customers now handle their
the bank as an open and laid-back emphasis on short customer visits, everyday financial business online.
company with an emphasis on service Max Bank has extended visits; the This means customers might only visit
and an even dialogue. The café setup café encourages customers to stick their bank a few times a year, unless
also provides flexibility, as tables, around, laying the foundation for a the bank offers good, innovative
chairs and room-dividers are light personal relationship between bank services – a trend that Max Bank
and mobile. This design concept and customer. seeks to factor into the design of all its
promotes mobility and personal branches, particularly the latest one.
choice. Max Bank’s interior design “Our focus on service design has
is a good example of user-oriented helped form the basis for the bank’s
service design,” says Birgitte Rodh. close customer relations – and this
is, essentially, good for business,”
says Hans Verner Larsen.

Max Bank:
Capitalising on service design /06
Design Matters
Design for Services
“We have used design to make the The challenge with the café concept /1 Recognise your limitations:
new branch more informal in order was that the traditional bank design
Contents to promote a homely and relaxed
atmosphere, and we have established
with counters and counselling areas
was gone, so the customers had to
Max Bank’s 6 steps Be open-minded, and allow yourself
to find inspiration in areas outside

to successful
your own immediate settings.
Introduction a wireless internet connection. get used to the idea of discussing
This lets customers handle their bank private financial issues in an open, /2 Ensure clarity:
Max Bank:
business in front of the computer in a
homely setting. And that is a service
public space. Despite this challenge,
management decided to take the
service design: You must be aware of your own values
and goals from the outset. Define your
Capitalising on service design objectives and expectations of the
that our customers appreciate,” chance, based on a strong belief that
says Hans Verner Larsen. design pays off and a certainty that project, and make sure that they match
Baltic: Design plays a key role in all Max the café concept was the right idea the designer’s goals and expectations.
Customer experience project Bank’s branches. Both the overall for modernising Max Bank.
setting and the details have been
/3 Find the right designer:
Design for Services Do some market research and listen
approached from a design perspective What does the to recommendations.
to ensure consistency and a clear Future Hold?
Further Resources design philosophy. The Århus branch Max Bank is part of a growing market /4 Include design
in particular expresses a strong with rapid development and numerous from the outset:
Design Wales awareness of service design. Birgitte new competitors. The bank has to Include the design aspect in all work
Rodh suggested the use of wood in continue to be innovative and improve processes. That ensures the best
Calendar 2008/2009 the interior design because as an its service design, if it is to keep the and most consistent result.
organic material that takes a long time title as Denmark’s most customer-
to mature, it indirectly emphasises the friendly bank. /5 Get involved:
bank’s core values of time and quality. Be active, and take part in the design
“The evaluation of the experiences process. It is important that you have
A Chance that Paid off from Århus will form the basis for an a key role in managing the process.
Despite the thorough groundwork, assessment of the café concept and /6 Be committed:
launching the café concept meant its future in other branches. But I can Involve the entire company in the design
taking a risk. Hans Verner Larsen easily imagine a Max Bank in central process. This gives all employees a
explains: “A distinct service design Copenhagen, because our café sense of ownership over the project.
may attract new customers, but it also concept forms the basis for good,
risks putting off existing customers. customer-friendly service. That is why
So we considered it carefully before Max Bank is also going to be among
we gave the go-ahead for the idea the future banks in Denmark,”
of combining bank and café.” Hans Verner Larsen concludes

Note: This article is a summary of the case


study published by the Danish Design Centre
DDC, text by Sanne Lund Hansen. The full
version of this story can be downloaded from
http://ddc.dk/ERHVERV/designcases/
Maxbank_case

Max Bank:
Capitalising on service design /07
Design Matters
Design for Services

Contents
Baltic:
Customer experience project
Introduction

Max Bank:
Capitalising on service design

Baltic:
Customer experience project

Design for Services

Further Resources

Design Wales

Calendar 2008/2009

/08
Design Matters
Design for Services
The following case study highlights ‘needs’ and possible ‘opportunities’ assess their viability and success.
Services are delivered through a how specialist service design company
live|work engaged staff from the
on which to base the new service
proposals. The next stage asked the
Each group recorded the impact and
findings from their prototyping session,
Contents
dynamic system of people, pro- BALTIC Centre for Contemporary staff to act as customers when they which in turn enabled them to plan the
Art in understanding customers’ were sent out on Service Safaris. next prototype iteration and potential
Introduction cesses, technology and probably expectations and experiencing Each of the five Safaris involved a for implementation across BALTIC.
Max Bank: other services. Understanding the their service in relation to others in different type of customer experience, The staff successfully prototyped
the area. Live|work recently partnered ranging from visiting McDonalds, four service propositions and are
Capitalising on service design various aspects of this system with BALTIC, Centre for Contemporary buying a book from Waterstones, to currently planning the next stage of
Baltic: requires a diverse range of tech- Art in Gateshead in North East
England [http://www.balticmill.com]
spending the day at the local Sea-life
centre. These experiences allowed
development. In order to sustain the
use of service design in improving
Customer experience project niques and engagement with staff to help create and prototype new the participants to understand how the customer experience, live|work

Design for Services and customers. customer experiences. By working


closely with a group of 16 members of
services work outside of BALTIC and
reflect on how they compare to the
introduced an Ideas Wall to help all
staff members track the development
staff from different levels across the services that BALTIC provides. The of existing and new service ideas they
Further Resources whole organisation, the project looked output of these tasks was used as may have. And enable them to make
at improving the existing customer the inspirational material for the next their idea’s progress visible to
Design Wales experience through co-design with the stage of the project. all BALTIC employees.
staff. This is their story…
Calendar 2008/2009 Using the needs and opportunities The response from staff has been
The project began with the staff being uncovered from the Service Safaris, integral to a real shift in culture in the
given Camera Probes to record what the staff rapidly generated over 140 organisation, and the collective impact
they believed to be good and bad ideas on how to improve the BALTIC of even the smallest ideas has made
customer experiences both in and visitor offer. These sketched ideas a significant difference to the visitor
out of BALTIC. The results provided ranged from small detailed changes experience.
the group with a set of key customers in the existing customer experience
to large scale ambitious projects for “It’s amazing how many great
the future. ideas we’ve all come up with that
I personally feel will set a precedent
Throughout the project, a blog was and make BALTIC the envy of other
used to record and archive the arts organisations! It’s also made me
workshop outputs, including service re-evaluate my role as a consumer of
safaris, sketches and prototype services in my day-to-day life. When
findings. This password protected you give or receive praise it’s brilliant,
web space was used during and but you can also see reasonable
after the project by both live|work criticism as being even more valuable,
and BALTIC staff. a chance to improve; in most cases
criticism happens because people
Having voted on which concepts to care, not because they want to be
take forward, the staff created rough difficult.” Staff Member, BALTIC
prototypes of their ideas (including the
use of cardboard and sticky backed Note: This case study was kindly provided by
live|work www.livework.co.uk
plastic) to test on the public and
other BALTIC staff in real time during
Baltic: gallery opening hours and quickly
Customer experience project /09
Design Matters
Design for Services

Contents

Introduction
Design for Services
Max Bank:
Capitalising on service design

Baltic:
Customer experience project

Design for Services

Further Resources

Design Wales

Calendar 2008/2009

/10
Design Matters
Design for Services
In this age of commoditised products Today 89% of SMEs in Europe operate
To show how a company might start to reflect upon the and services, where the customer
experience begins long before a sale
in some form of service industry.
Twenty million people in the UK work
Contents
design of the services they offer, we asked specialist is made and competition is no longer in service organisations. The service
about price alone, companies are economy now accounts for 72% of
Introduction service design company Engine to describe their approach. under increasing pressure to provide the UK’s gross domestic product,
Max Bank: The full document is available from the ‘Resources’ section memorable, personalised, customer- according to the Office for National
focused services. To differentiate Statistics. The WP Carey School of
Capitalising on service design of the Design Wales website but here Basheera Khan themselves from their competitors, Business has found that in the USA
Baltic: highlights some of the key messages. companies need to recognise and France, services comprise 80%
themselves as service providers and and 71% of the GDP, respectively. The
Customer experience project strive to make what they do more importance of services to the economy
useful, usable and desirable will continue to grow, especially in
Design for Services for their customers. industrialised countries. The added
value created by services can be
Further Resources far greater than that of products.
As a simple example, when coffee
Design Wales beans are sold as an unprocessed
commodity they have little value
Calendar 2008/2009 unless sold in bulk. If those beans
are roasted and packaged the added
value, potential price and opportunity
for differentiation is much greater.
Several steps beyond this would be to
The five fundamentals offer a freshly brewed cup of coffee,
of good service at which point the opportunities to add
value through service become even
greater. Companies such as Starbucks
take this even further by employing
experienced baristas to serve a wide
range of drinks (but still focused on
coffee) in a comfortable environment.
They are no longer simply offering
a cup of coffee, but a consistent
experience to be shared with
friends that will encourage customer
loyalty, allow differentiation from the
competition and increase profit.

Design for Services /11


Design Matters
Design for Services
Like products, services Everyone is a
can also be designed service provider
Contents Service design is a very powerful tool. The distinction between products and
A key element of undertaking the services continues to blur, and as such
Introduction design of a service requires an analysis good customer service is becoming
of all the points of contact between a key differentiator for any type of
Max Bank: the customer and the service provider. company. It is the whole experience,
Capitalising on service design These are usually called ‘touch points’, before, during and after the sale that
and include the brand, customer- really counts. Customers are willing
Baltic: facing staff, environments, sales and to pay a premium for products and
Customer experience project communications materials and channels. services that help make their lives
easier, more enjoyable and exciting.
For this reason, design for service is a Established companies such as Apple
Design for Services
very practical approach to implementing and IBM are developing services for
a wider, design-led business strategy. their customers, realising that their
Further Resources Small businesses can use design products act as gateways or enablers
as a creative and accessible form of of these services. The classic example
Design Wales business planning to align their strategy, is Apple and the integration between
brand and communications around the iPod and iTunes. IBM is also no
Calendar 2008/2009 propositions that enhance customers’ longer positioning itself as a hardware
experiences. Businesses can use design manufacturer, but rather as a service
holistically to identify where, when provider by offering full IT solutions
and how a service can be improved for its clients.
and made more valuable to those who
provide and receive it. We live in the Because every organisation, like
service century, where even something it or not, is a service provider, staff
as small as going to the grocer’s can need to realise that they are service
either be a trial or a pleasant experience providers too. The telecoms engineer
that adds to the overall happiness of who goes up the mast to make sure
one’s day, and happy customers are that everything is working properly
more likely to return. has just as much influence on the
service experience as the courier
whose manners and behaviour affect
a customer’s experience. The main
implication of those differences is
that services, as opposed to products,
rely on the interactions between
the customers and providers of
the service
The complete “Design for Service”
document is available for download from
‘Resources’ found on the main menu of
the Design Wales website
www.designwales.org

Design for Services /12


Design Matters
Design for Services

Contents
If you would like to find a designer to help Service Design
you with your ideas you can search Design
Introduction The full version of the Service Design publication produced by
Directory Wales which lists designers in all Design Wales is available to download from the ‘Resources’
section at www.designwales.org
Max Bank:
Capitalising on service design disciplines based in Wales: Design Council: Service Design by Bill Hollins
Baltic: www.designdirectorywales.org http://www.designcouncil.org.uk/en/About-Design/Design-
Disciplines/Service-design-by-Bill-Hollins/
Customer experience project
You can also contact Design Wales who can Service Design Network
Design for Services help you identify the right designer for your http://www.service-design-network.org
Design Innovation Education Centre (DIEC) – Centre for Service Design
Further Resources project. enquiries@designwales.org http://diec.onene2dev.raki.enigmainteractive.net/page/index.cfm
Service Design Conference, Copenhagen 2008
Design Wales http://www.ciid.dk/symposium/sds/

Calendar 2008/2009 International Service Design event, Northumbria 2006


http://www.cfdr.co.uk/isdn/
Copenhagen Institute of Interaction Design
http://www.ciid.dk/
Designing for Services: research into service design in science
and technology-based enterprises
http://www.designingforservices.typepad.co.uk/
Summary of last 30 years of Service Design literature
http://www.howardesign.com/exp/service/
Succeeding through Service Innovation, Cambridge 2007
http://www.ifm.eng.cam.ac.uk/ssme/
Service by Design programme, Birmingham City University
http://www.servicebydesign.uce.ac.uk/
Blog: Jeff Howard – Design for Service
http://designforservice.wordpress.com/
Blog: Experientia Service Design blog
http://www.experientia.com/blog/category/service-design/
Podcast: Emergence conference 2007
http://www.design.cmu.edu/emergence/2007/

Further Resources /13


Design Matters
Design for Services

Contents

Introduction
Design Wales
Max Bank:
Capitalising on service design

Baltic:
Customer experience project

Design for Services

Further Resources

Design Wales

Calendar 2008/2009

Paul Bello presenting at the Service Design


Seminar – Cardiff, 15 June 2006 /14
Design Matters
Design for Services
The only real alternative to the challenges Design Wales have design specialists Design Wales can work with you to
Design Wales was established with faced by business today is to add value
to new products and services through
with the knowledge and experience to
help resolve specific technical issues
discuss how design might benefit
your business overall, review how you
Contents
the aim of helping business realise the application of knowledge and or develop a longer term approach to currently manage individual projects
innovation. Achieving success requires new product/service development. and advise how design can become
Introduction the direct benefits that design offers design to transform business plans into The current advisory team includes an integral part of your operations
Max Bank: and to point the way to a more marketable products and services. those with experience in product, and culture.
fashion, textiles, graphics, branding,
Capitalising on service design sustainable Welsh economy. Wales’ There is now a significant body of web, packaging and eco-design. Free evaluation
Baltic: experience of the growing impact of evidence testifying to the fact that and support.
good design results in real benefits Resolving technical Whether for specific issues or a more
Customer experience project globalisation over the past twenty for business. It has been established issues and supporting general discussion, the specialists
Design for Services years or so has made it obvious that a business that increases its
investment in design is more than
specific projects. within Design Wales can provide you
Design Wales can provide technical with the support that will help your
that attempting to compete on price twice as likely to see its turnover grow
advice on issues such as sourcing business realise its full potential
Further Resources as a business that doesn’t.
alone is not a viable, long-term materials, manufacturing techniques,
Telephone 0845 3031400 or
understanding regulations and
Design Wales option for Welsh business. Part of encouraging business to
environmental best practice. For e-mail enquiries@designwales.org
commit to design entails making it www.designwales.org
specific projects we can advise on how
Calendar 2008/2009 clear that while design is concerned
to manage the design process, define
with how a product functions, looks
your project needs via a good briefing
and is promoted there is more to it.
document, help select appropriate
For design to play a role in achieving
external design expertise or develop
a sustainable advantage over the long
an in-house capability.
term it needs to become an integral
part of the management and culture
of a company.
Design and business In the last five years Design Wales
over the long term. has made 4,700 specialist advisory
Particularly in smaller companies A key goal of Design Wales is to visits to industry and undertaken over
adopting a design-led approach encourage and facilitate more Welsh 60 large scale events and workshops.
can be a catalyst for real change. companies into adopting design
You simply can’t undertake effective over the long term – looking ahead In addition to assisting Welsh
design without market intelligence, beyond an immediate project and industry Design Wales undertakes
user insight, some level of formal making design an integrated part specific support and activities for
process and investment; all of of future business planning and the creative industries, the education
which takes commitment from the product development. sector and leads both UK and
top and should touch every corner For most small and medium sized European networks on design
of the business. Businesses that businesses the management of design support and promotion.
adopt design as a key part of their is relatively simple in relation to the
operations and strategy will find that potential benefits, but like good design
it can transform the culture of the it doesn’t happen by accident.
organisation to one that is pro-active,
outward-looking and confident.

Design Wales /15


Design Matters
Design for Services /September /October 14th October 2008, /December /February
10th September 2008, 1st October 2008, 10am–12noon 2nd December 2008, 10th February 2008,
10am–12noon 9.30am–1pm Brand Essentials Workshop 10am –12noon 10am –12noon
Brand Essentials Workshop Trend Style & Colour Seminar “Introduction to Branding” Brand Essentials Workshop Brand Essentials Workshop
Contents
“Reinforcing your brand Venue Cymru, Llandudno Centre for Business, Newport “Introduction to Branding” “Introduction to Branding”
Introduction with new media” 15th October 2008, Chapter, Cardiff Chapter, Cardiff
7th October 2008,
Taste of Enterprise, 10am–12noon 10am–12noon 9th December 2008, 26th February 2008,
Merthyr Brand Essentials Workshop
Max Bank: Brand Essentials Workshop 10am–12noon 10am–12noon
Capitalising on service design 16th September 2008, “Reinforcing your brand “Introduction to Branding” Brand Essentials Workshop Brand Essentials Workshop
10am–12noon with new media” Llandudno “Introduction to Branding” “Introduction to Branding”
Baltic: Brand Essentials Workshop Tredegar 17th October 2008, Centre for Business, Newport Merthyr Tydfil
Customer experience project “Introduction to Branding” 8th October 2008, 5pm–7pm 11th December 2008,
Centre for Business, Newport 10.30am–4.30pm Winning without 1–3pm
Design for Services 25th September 2008, Trend Style and Colour Seminar Pitching – Blair Enns Brand Essentials Workshop
1–3pm The Vale Hotel Golf and Spa Resort, Techniquest,Cardiff “Introduction to Branding”
Further Resources Brand Essentials Workshop Hensol 21st October 2008 Techniquest, Wrexham
“Reinforcing your brand 9th October 2008, Brand Essentials Workshop
Design Wales with new media” 10am–1pm “Introduction to Branding” /January
Cardiff (Welsh Music Foundation) Student Design Event Southeast Wales 13th January 2008,
Calendar 2008/2009 26th September 2008, Odeon, Swansea (date and venue tbc) 10am–12noon Spaces for all the above events
1–3pm Brand Essentials Workshop are limited and require registration
13th October 2008, “Introduction to Branding”
Brand Essentials Workshop 10am–3.30pm /November in advance.
“Introduction to Branding” 10th November 2008 Chapter, Cardiff
International Workshop Please note that dates and venues
Food Technology Centre, Ceredigion for Design Support (IWDS 2008) Brand Essentials Workshop 21st January 2008, maybe changed without notice.
St David’s Hotel, Cardiff “Introduction to Branding” 10am–12noon
30th September 2008, To avoid inconvenience, please
Southeast Wales Brand Essentials Workshop
10am–12noon 13th October 2008, contact Design Wales to confirm
(date and venue tbc) “Introduction to Branding”
Brand Essentials Workshop 5pm–6.30pm the above events will take place
“Introduction to Branding” 11th November 2008, Galeri Caernafon, Caernafon as scheduled.
Success from Design – DME
Chapter, Cardiff European Showcase (in 10am–12noon 27th January 2008, For further information, please
partnership with DME Design Brand Essentials Workshop 10am–12noon contact enquiries@designwales.org
Management Europe Award) “Introduction to Branding” Brand Essentials Workshop
or visit www.designwales.org
Wales Millennium Centre, Cardiff Chapter, Cardiff “Reinforcing your brand
with new media” To register for Brand Essentials
14th October 2008, 25th November 2008,
1–3pm Southeast Wales Workshop, please contact
10am–3.30pm (date and venue tbc) Victoria Jones 0845 303 1400/
New Product & Service Brand Essentials Workshop
“Introduction to Branding” vjones@designwales.org
Design Development
St David’s Hotel, Cardiff Food Technology Centre, Ceredigion

Calendar 2008/2009
Design Wales forthcoming events /16
Designed by: Sweet [www.sweetcreative.co.uk]