23 de June

• 09:00 – 09:30 – Presentation
• 09:30 – 10:00 – Lecture: Introduction to New Service Development – Lia Patrício
• 10:00 – 10:30 – Lecture: Introduction to Service Design – Nuno Nunes
• 10:30 – 11:00 – Coffee break
• 11:00 – 11:30 – Brainstorm – Modeling a Service in 2 Days – A Service for São João in Porto
• 11:30 – 13:00 – Hands on: Territory Map – Nuno Nunes
• 13:00 – 14:00 – Almoço
• 14:00 – 15:00 – Hands on: Customer Experience Mapping  - Lia Patrício
• 15:00 – 16:00 – Lecture: Introduction to Ethnographic studies, personas & scenarios – Nuno Nunes
• 16:00 – 16:30 – Coffee break
• 16:30 – 17:30 – Lecture: Introduction to quantitative & qualitative studies – Lia Patrício
• 17:30 – 18:00 – Hands on: Define the Research “hunt statement”

25 de June – Afternoon

• 14:00 – 15:00 – Presentation: Research findings from “Noite São João”
• 15:00 – 16:00 – Hands-on: Develop personas and scenarios – Nuno Nunes & Lia Patrício
• 16:00 – 16:30 – Coffee break
• 16:30 – 18:00 – Hans-on: Customer journeys and moment concepts

26 de June

• 09:00 – 10:00 – Presentation: Customer journeys and moment concepts
• 10:00 – 10:30 – Lecture: Service Blueprinting & Experience Requirements – Lia Patrício
• 10:30 – 11:00 – Coffee break
• 11:00 – 13:00 – Hands on – Model blueprints – Lia Patrício
• 13:00 – 14:00 – Almoço
• 14:00 – 15:00 – Lecture: Experience requirements – Lia Patrício
• 15:00 – 16:00 – Hands on: Develop experience requirements
• 16:00 – 16:30 – Coffee break
• 16:30 – 17:00 – Hands on: Sketch prototype
• 17:00 – 18:00 – Final Presentation