Diving headfirst into service design
The challengeThe Professional Association of Diving Instructors hoped to forge and nurture lasting ties with graduates. In order to create a more vibrant community of members – that see value in being PADI certified divers and choose to continue their training – the association wanted to continue engaging with them long after their scuba training ended.
The outcomeThe attendees of Cooper Professional Education’s Service Design Immersive course were introduced to personas, and used these models to create current state user journey maps and explore solutions. The passionate, energetic group acquired the skills and tools they need to successfully contribute to PADI’s goals.
Overview of the project
The Professional Association of Diving Instructors (PADI) is the world’s leading scuba training organization. In 50 years, PADI has certified more than 137,000 scuba instructors who, in turn, have trained more than 27 million divers worldwide.
Our coaches helped a cross-functional team explore how they might create an online ecosystem that encourages lifelong connection between PADI and its divers and radically alter their approach to the customer engagement cycle.
To help PADI shift their approach and become more customer-centric, Cooper Professional Education coaches delivered its popular two-day Service Design Immersive course.
Our coaches led a group of marketing, management, data science, and software development practitioners through a series of hands-on exercises in methods like journey mapping and service blueprinting. This helped the team understand pitfalls in the current PADI graduate service experience and find opportunities to improve upon it.
“The training is an amazing way to rethink your customer journey and develop strategies to improve your blueprint and future service models.”
Thanks to the human-centered tools and methods they learned during their two-day Service Design Immersive course, the PADI team was able to identify new business opportunities to meet their customers’ needs.
“The instructors were awesome. Super helpful – going around the room giving us useful tips and strategies.”
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