This is the course we wish we had when we started our Service Design careers.
Tools and frameworks alone won't make you a great Service Designer. Most Service Design happens within existing companies and organizations. By understanding the real challenges and barriers to putting Service Design into practice you will be better prepared for the reality of actually doing the work. This is one of the only courses that go beyond methodology alone to focus on how to apply Service Design in an organizational context.
This course includes:
Read more
This is the course we wish we had when we started our Service Design careers.
Tools and frameworks alone won't make you a great Service Designer. Most Service Design happens within existing companies and organizations. By understanding the real challenges and barriers to putting Service Design into practice you will be better prepared for the reality of actually doing the work. This is one of the only courses that go beyond methodology alone to focus on how to apply Service Design in an organizational context.
This course includes:
This is the course we wish we had when we started our Service Design careers.
Tools and frameworks alone won't make you a great Service Designer. Most Service Design happens within existing companies and organizations. By understanding the real challenges and barriers to putting Service Design into practice you will be better prepared for the reality of actually doing the work. This is one of the only courses that go beyond methodology alone to focus on how to apply Service Design in an organizational context.
This course includes:
A comprehensive introduction to the Service Design process
7+ hours of recorded content exploring a wide array of topics from Design, Stakeholder Management and Business Modelling
Recorded activities (we walk you through activity templates with pre-recorded facilitation)
A resource list to support your learning beyond this course
Learn from experienced industry professionals who have:
Established and scaled in-house Service Design teams in multiple companies across industries (Telecom, Insurance, Financial Services, Legal, and Retail)
Been recognized with the Service Design Global Network award
Been actively teaching and mentoring students and industry professionals in Service Design for 15+ years
Are regularly invited to speak at events, host workshops, and share their thoughts on the evolution and future of Service Design
At the end of this course, you will:
Become deeply familiar with the overall Service Design methodology and be confident in your ability to speak to it.
Have a meaningful understanding of key phases of work in Service Design: Research, Ideation, Prototyping, and how they fit together as a process
Know how to clearly communicate the value of Service Design
Appreciate the importance of stakeholder management and organizational context when practicing Service Design
Learn what core skills and specialized skills you need to develop in order to succeed at landing your first role or further progressing in your career as a Service Designer
What's inside
Learning objectives
- An overview of the end-to-end service design process and methodology
- Key considerations and practical tips for applying service design in an organizational context
- The basics of qualitative customer research and synthesis
- How to use lo-fi prototypes to validate concepts and ideas
- Effective ideation techniques & facilitation
- Stakeholder management for service design
- The basics of developing journey maps, service blueprints and other artifacts
- Business model canvas for service design
- How to prepare for a job in service design
- An overview of the end-to-end service design process and methodology
- Key considerations and practical tips for applying service design in an organizational context
- The basics of qualitative customer research and synthesis
- How to use lo-fi prototypes to validate concepts and ideas
- Effective ideation techniques & facilitation
- Stakeholder management for service design
- The basics of developing journey maps, service blueprints and other artifacts
- Business model canvas for service design
- How to prepare for a job in service design
Syllabus
By the end of this section, you'll have a foundational understanding of what service design is all about and why organizations increasingly use it.
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Syllabus
Welcome to the course! Here's a quick intro to your instructors.
A definition of what we mean when we say "service" (as opposed to a product) using a coffee shop as an example.
An introduction to the 5Ps (people, places, props, processes, and partners), which are the building blocks of any service.
The value of Service Design as an approach to developing great services.
The basics of the Service Design methodology.
A quick case study of how Service Design can be applied using a home insurance service as an example.
We answer commonly asked questions about Service Design.
The importance of creating a shared understanding and starting point for a Service Design project.
A brief introduction to qualitative research and how to best leverage it.
Key considerations for designing and planning qualitative research activities for a Service Design project including, setting research objectives, recruiting research participants, and deciding what types of research tools and activities to use.
A basic introduction to synthesizing the data and information collected through research.
An overview of how to write an actionable insight based on your synthesized research findings and data, including an introduction to the "How might we" statement.
We answer commonly asked questions.
An introductory overview what ideation is.
A basic introduction to cognitive biases and system 1 and system 2 thinking--cognitive processes, which can impact how we come up with new ideas.
An overview of how we can structure ideation in order to generate more and better ideas.
Tips and considerations for how to plan an effective ideation session with a group of participants.
Practical tips for facilitating a group of participants during an ideation session.
A review of three basic frameworks for converging on a selection of priority ideas or concepts following an ideation session.
An overview and basic definition of prototyping.
A breakdown of why prototyping is a critical step in any Service Design project.
A few examples of the different kinds of interactions or touchpoints that can be prototyped.
A review of some of the most common and popular prototyping techniques.
An introduction to both qualitative and quantitative testing and hypothesis-based designs.
A breakdown of what trust is and how to build it with your stakeholders.
A useful tool and activity for better understanding your stakeholders' behaviours and needs.
An overview of four common stakeholder personas that we regularly encounter and how to best deal with each one.
An overview of the role of mapping in a Service Design project.
A breakdown of what a Journey Map is and when to use it.
A step-by-step walkthrough of how to build a journey map and its key elements.
A breakdown of what a Service Blueprint is and when to use it.
Some considerations and advice about when to use what kind of map.
An overview of the elements that comprise a business model and why it is important to Service Design.
Introduction to a very useful and easy-to-use tool for framing a business model.
A step-by-step walkthrough of how to use the Business Model Canvas.
An overview of the 5 "core" skills you'll need as a Service Designer.
A deep dive into other more specialized skills that a Service Design uses.
A description of the many organizations that employ Service Designers and the formal titles they hold.
An overview of how to tell your story and build a compelling portfolio.
Build a (fake) research plan in real time.
Some helpful advice on landing that first job.
Map and unpack some (fake) stakeholders in real-time.
An example of an ideation warm-up activity.
An example of an ideation structure with some common tools.
A real-time walkthrough of how to build a Business Model Canvas.
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Reviews summary
Practical introduction to real-world service design
Provides a solid foundation in core concepts.
Covers crucial topic of managing stakeholders.
Helps prepare for or advance in Service Design roles.
Instructors share valuable industry experience.
Focuses on practical application and challenges.
Activities
Review Design Thinking Principles
Show steps
Reinforce foundational knowledge of design thinking principles to better understand the service design methodology.
Browse courses on
Design Thinking
Show steps
-
Read articles and blog posts on design thinking.
-
Watch videos explaining the core concepts of design thinking.
-
Reflect on how design thinking applies to service design.
Follow Online Journey Mapping Tutorials
Show steps
Refine journey mapping skills by following online tutorials and examples.
Show steps
-
Search for online tutorials on journey mapping.
-
Follow the steps in the tutorials to create a journey map.
-
Compare your journey map with the examples in the tutorials.
Read 'This is Service Design Doing'
Show steps
Gain practical insights into service design methodologies and tools.
View
This Is Service Design Doing: Applying Service...
on Amazon
Show steps
-
Read the book chapter by chapter.
-
Take notes on key concepts and tools.
-
Reflect on how to apply the concepts to real-world projects.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Read 'Sprint: How to Solve Big Problems and Test New Ideas in Just Five Days'
Show steps
Learn a rapid prototyping and testing methodology to validate service design ideas quickly.
View
Sprint: How to Solve Big Problems and Test New...
on Amazon
Show steps
-
Read the book and understand the sprint process.
-
Identify a service design challenge you want to address.
-
Adapt the sprint methodology to your service design project.
Create a Stakeholder Map for a Service
Show steps
Practice stakeholder mapping to understand the relationships and needs of different stakeholders in a service.
Show steps
-
Select a service you want to analyze.
-
Identify all the stakeholders involved in the service.
-
Map the relationships and dependencies between stakeholders.
-
Analyze the needs and expectations of each stakeholder.
Service Blueprint a Local Business
Show steps
Apply service blueprinting techniques to a real-world scenario to solidify understanding.
Show steps
-
Choose a local business with a service you can analyze.
-
Map out the customer journey and identify touchpoints.
-
Create a service blueprint that visualizes the service process.
-
Identify areas for improvement in the service design.
Design a Service Design Portfolio
Show steps
Showcase your service design skills and projects in a professional portfolio.
Show steps
-
Select your best service design projects to include.
-
Write detailed case studies for each project.
-
Design a visually appealing and user-friendly portfolio website.
-
Get feedback on your portfolio from other designers.
Review Design Thinking Principles
Show steps
Reinforce foundational knowledge of design thinking principles to better understand the service design methodology.
Browse courses on
Design Thinking
Show steps
- Read articles and blog posts on design thinking.
- Watch videos explaining the core concepts of design thinking.
- Reflect on how design thinking applies to service design.
Follow Online Journey Mapping Tutorials
Show steps
Refine journey mapping skills by following online tutorials and examples.
Show steps
- Search for online tutorials on journey mapping.
- Follow the steps in the tutorials to create a journey map.
- Compare your journey map with the examples in the tutorials.
Read 'This is Service Design Doing'
Show steps
Gain practical insights into service design methodologies and tools.
View
This Is Service Design Doing: Applying Service...
on Amazon
Show steps
- Read the book chapter by chapter.
- Take notes on key concepts and tools.
- Reflect on how to apply the concepts to real-world projects.
Read 'Sprint: How to Solve Big Problems and Test New Ideas in Just Five Days'
Show steps
Learn a rapid prototyping and testing methodology to validate service design ideas quickly.
View
Sprint: How to Solve Big Problems and Test New...
on Amazon
Show steps
- Read the book and understand the sprint process.
- Identify a service design challenge you want to address.
- Adapt the sprint methodology to your service design project.
Create a Stakeholder Map for a Service
Show steps
Practice stakeholder mapping to understand the relationships and needs of different stakeholders in a service.
Show steps
- Select a service you want to analyze.
- Identify all the stakeholders involved in the service.
- Map the relationships and dependencies between stakeholders.
- Analyze the needs and expectations of each stakeholder.
Service Blueprint a Local Business
Show steps
Apply service blueprinting techniques to a real-world scenario to solidify understanding.
Show steps
- Choose a local business with a service you can analyze.
- Map out the customer journey and identify touchpoints.
- Create a service blueprint that visualizes the service process.
- Identify areas for improvement in the service design.
Design a Service Design Portfolio
Show steps
Showcase your service design skills and projects in a professional portfolio.
Show steps
- Select your best service design projects to include.
- Write detailed case studies for each project.
- Design a visually appealing and user-friendly portfolio website.
- Get feedback on your portfolio from other designers.
Career center
Service Designer
Design Strategist
Customer Experience Manager
Process Improvement Specialist
Design Thinking Facilitator
Customer Insights Analyst
UX Architect
User Experience Researcher
Product Manager
Change Management Consultant
User Interface Designer
Digital Transformation Consultant
Innovation Manager
Business Analyst
Service Operations Manager
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