An 8-week intensive program was developed combining classroom learning, independent work, and mentoring. After an introductory meeting, applications were open to all employees. Accepted participants joined teams based on topic preference, and each team worked on solving a real-life business case with a dedicated mentor.
The 4-module program gave participants hands-on experience with the full service innovation process, from client interviews and ideation to prototyping, testing, and validation. The program was designed around Omniva's specific context, values, management principles, and service standards.
The results went beyond the program itself. All 25 participants across 5 teams got certified as service design practitioners and gained access to a reusable digital service design toolkit.
Around half of the solutions developed during the program continued into further development after it ended, with the first ones launching to customers within a few months. The program also sparked multiple spin-offs within Omniva, including a service design ambassador network and an internal mentoring initiative. Two batches of teams completed the program over the course of one year.
The most valuable aspect for me was, that it was training consisting of several modules, when we had possibility for a home task – really doing things in practice. It was not just a theory, but basically learning by doing, which is the most valuable – customer research, experiments, interviews, prototyping and pitching in practice. Also very valuable was, that we had possibility to have professional mentors and use their help, advices, feedback etc.Academy participant