Course curriculum

    1. Segment 00 - Welcome to the course

    2. Segment 01 - Introduction and welcome

    3. Segment 02 - Definition and significance of service innovation

    4. Segment 03 - Differentiation between service and product innovation

    5. Segment 04 - Impact of Hotel service innovation on organizational growth (Part 1)

    6. Segment 05 - Impact of Hotel service innovation on organizational growth (Part 2)

    7. Segment 06 - Case studies showcasing successful service innovations

    8. Segment 07 - Additional resources: Introduction and welcome

    1. Segment 08 - Exploring the concept of design thinking

    2. Segment 09 - Five stages of design thinking: empathize, define, ideate, prototype, test (Part 1)

    3. Segment 10 - Five stages of design thinking: empathize, define, ideate, prototype, test (Part 2)

    4. Segment 11 - Understanding the human-centred approach to problem-solving

    5. Segment 12 - Real-life examples of design thinking applications in Hotel service innovation

    6. Segment 13 - Additional resources: Understanding Service Innovation

    1. Segment 14 - Define personas and empathize customers’ needs and pain points

    2. Segment 15 - Identifying specific challenges or opportunities

    3. Segment 16 - Techniques for capturing and analysing Hotel customer insights (Part 1)

    4. Segment 17 - Techniques for capturing and analysing Hotel customer insights (Part 2)

    5. Segment 18 - Mapping the customer journey to identify touchpoints and opportunities

    6. Segment 19 - Additional resources: Introduction to Design Thinking

    1. Segment 20 - Techniques for ideation, such as brainstorming, to stimulate creativity and innovation (Part 1)

    2. Segment 21 - Techniques for ideation, such as brainstorming, to stimulate creativity and innovation (Part 2)

    3. Segment 22 - Collaboration and cross-functional Hotel teamwork in ideation

    4. Segment 23 - Generating creative ideas- divergent and convergent thinking to explore solutions

    5. Segment 24 - Evaluating and prioritizing ideas based on feasibility and desirability

    6. Segment 25 - Module 1: Conclusion and main takeaways

    7. Segment 26 - Additional resources: Customer-Centric Approach

    8. Segment 27 - Hands-On-Learning: Analyze and Compare Revenue Metrics for Two Hotel Scenarios

    9. Segment 28 - Foundations of Service Innovation

    1. Segment 29 - Customer journey map: Developing and visualizing the new Hotel service steps

    2. Segment 30 - Identifying customer actions and touchpoints, evaluate gain and pain points

    3. Segment 31 - Develop and improve the new service scenario by incorporating customer feedback

    4. Segment 32 - Mapping the new components of the service: Formats to demonstrate the process

    5. Segment 33 - Additional resources: Creating Service Blueprints

    1. Segment 34 - The importance of prototyping in Hotel service innovation (Part 1)

    2. Segment 35 - The importance of prototyping in Hotel service innovation (Part 2)

    3. Segment 36 - Developing prototypes to communicate ideas clearly and receive feedback

    4. Segment 37 - Experiment with different aspects of the ideas and learn from successes and failures

    5. Segment 38 - Conducting tests and measuring impact and value

About this course

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  • 97 lessons
  • 6.5 hours of video content

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