Chapter events - Bulgaria

A dynamic hands-on workshop introducing Service Design Thinking tools for service innovation and organisational transformation

In this masterclass you will get acquainted with tools that will help you see your customer’s entire journey with your service clearly, identify ways to make it more seamless and delightful, and will align with management and employees in delivering on a shared vision.



+ Service design is one of the next big competitive advantages in business

+ Big corporations and tech giants like IBM, McKinsey, Capital one, Facebook, and Google are acquiring design agencies in order to improve their ability to listen and learn from customers 

+ The shift to a design-led business increases customer retention and growth, leads to more engaged employees, richer partnerships, and a more responsive way of operating


+ Learn the fundamentals of service design thinking to improve organizational performance ​

+ Learn different ways to gain empathy for the user

+ Establish a framework for building an environment that fosters creativity 

+ Learn valuable tools you can put into practice

+ Gain alignment around vision, process and outcome

+ Put your knowledge to work in a concrete design challenge

Eleonora Carnasa
Eleonora Carnasa - Accredited Service Design Master Trainer

+ 2000+ hours in coaching multidisciplinary teams + Corporate and start-up experience in the Netherlands, Germany, Romania, and Bulgaria + Over 20 service design projects in finance, construction, retail, clean technologies and more + Clients: Porsche, HILTI, ING Bank, The European Commission, Cleantech Bulgaria, many startups and non-governmental organisations + Founder of Fabrica 360 and representative of Service Design Network for Bulgaria + Master in Business Administration from IFAG, specialised Service Design in the Central Saint Martins, London