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Oghenevovwero Enyoyi
This course will teach you how to get into the mind of the customer to understand their needs and help carve out the best journey and experience for them using a very efficient research method.
Read more
This course will teach you how to get into the mind of the customer to understand their needs and help carve out the best journey and experience for them using a very efficient research method.
Read more
This course will teach you how to get into the mind of the customer to understand their needs and help carve out the best journey and experience for them using a very efficient research method.
As a product person or even a business, the goal is to continuously understand your customer. In this course, Service Design Conduct Interviews, you will learn how to understand the customer, their needs, desires, motivations; helping carve out the best journey and experience for them. First, you will explore an overview of “what” and “why” service design. Next, you will discover the specific kinds of interviews and how best to carry them out. Finally, you will learn how to make sense of all the data you have gathered also seeing case studies. When you are finished with this course, service design conducting interviews as a research method will be second nature to you and in turn you will be able to give your customers the best experience and journey they could ask for.
This course is no longer available. Find something similar by browsing:
Service Design
Customer Needs
User Research
Interview Techniques
Data Analysis
Case Studies
Register for this course and see more details by visiting:
OpenCourser.com/course/j68mp5/service
What's inside
Syllabus
Traffic lights
Traffic lights
Read about what's good
what should give you pause and
possible dealbreakers
Teaches multiple aspects of service design, including the "why" and "what" behind service design
Provides a clear overview of the course, including participant approach, sensemaking overview, and practical case studies
Explores the various types of interviews used in service design, such as ethnographic interviews and user interviews
Covers the practical application of service design interviews, including how to conduct them and analyze the data
Case studies allow learners to apply the concepts and techniques learned in the course
Taught by Oghenevovwero Enyoyi, an experienced instructor in service design
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Reviews summary
Mastering service design interviews
According to learners, this course is a highly practical and foundational guide to conducting effective interviews for service design. Students consistently praise its clear lectures, engaging content, and the immediate applicability of techniques taught, making it ideal for those new to the field or aiming to enhance their customer understanding skills. Many appreciate the step-by-step approach and helpful case studies that ground the concepts in real-world scenarios. However, some experienced professionals found the course too high-level, indicating it serves as a solid primer rather than an advanced deep dive, though recent reviews suggest it aligns well with its stated learning objectives.
Strong emphasis on data interpretation and real examples.
"I particularly appreciated the detailed examples of how to conduct interviews effectively and how to make sense of the data."
"I found the 'Sensemaking Overview' section particularly insightful, offering practical ways to interpret findings."
"The case studies were also very helpful for real-world context, helping me see how concepts apply."
"The emphasis on ethical interviewing and data synthesis was excellent, providing a holistic view of the process."
Excellent for beginners and those building core skills.
"This course provided a solid introduction to service design interviews for someone new to the field."
"As a new product manager, this course was exactly what I needed to build my foundational knowledge."
"It's a solid primer for anyone looking to get started with service design interviews, covering all the basics."
"I found it to be a fantastic course for understanding customer needs from the ground up."
Well-structured course with clear and engaging delivery.
"The lectures were incredibly clear, and the instructor's passion for service design really shone through."
"Absolutely brilliant! The instructor's delivery is engaging, and the content is directly applicable."
"It broke down a complex topic into manageable parts, which made learning much easier."
"The course structure made it easy to follow, allowing me to grasp concepts quickly and effectively."
Learn techniques and strategies applicable immediately.
"The practical exercises helped me immediately apply what I learned to my projects."
"I'm already using these methods in my work, finding them incredibly valuable."
"I found the practical tools and strategies very useful, applying them immediately to my professional tasks."
"The content is directly applicable; the techniques for interviewing are practical and well-explained."
Suggestions for more advanced content or interactivity.
"Could benefit from more interactive exercises or opportunities for peer feedback during the learning process."
"I struggled to find real depth in certain areas, hoping for more advanced applications or complex scenarios."
"I expected more depth on data analysis beyond the foundational level presented."
"Some older reviews mentioned the video quality was a bit low in segments, which was distracting."
May be too high-level for experienced practitioners.
"While generally good, I felt some parts could have gone a bit deeper into advanced interview techniques or analysis."
"The course covers the basics well, but it felt a bit too high-level for me, an experienced professional."
"If you're completely new to this, it's a good start, but seasoned professionals might find it superficial."
"I found it a decent overview, but I expected more depth on data analysis and complex scenarios."
Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Service Design Conduct Interviews with these
activities:
Volunteer with an organization involved in customer service or experience design
Show steps
Gain practical experience in customer service or experience design by volunteering with an organization.
Browse courses on
Customer Service
Show steps
-
Research and identify organizations involved in customer service or experience design.
-
Contact the organizations to inquire about volunteer opportunities.
-
Commit to a regular volunteering schedule and actively participate in relevant tasks.
Attend industry events or meet-ups focused on service design or customer experience
Show steps
Expand your professional network and connect with others in the field to gain insights and exchange ideas about service design.
Browse courses on
Service Design
Show steps
-
Research and identify industry events or meet-ups focused on service design or customer experience.
-
Attend the events and actively participate in discussions and networking opportunities.
-
Follow up with potential connections after the events to continue the conversation.
Review 'Service Design: A Practical Guide' by Marc Stickdorn and Jakob Schneider
Show steps
Build a foundational understanding of the principles and practices of service design to enhance your learning in this course.
View
This Is Service Design Doing: Applying Service...
on Amazon
Show steps
-
Read the book thoroughly, paying attention to the key concepts of service design.
-
Take notes on the key concepts, principles, and case studies presented in the book.
-
Identify areas where you can apply these concepts to your own professional practice.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Explore online tutorials and resources on empathy mapping and persona development
Show steps
Deepen your understanding of empathy mapping and persona development through guided tutorials, enhancing your ability to understand customer needs.
Browse courses on
Empathy Mapping
Show steps
-
Search for online tutorials on empathy mapping and persona development.
-
Follow the tutorials, taking notes on key concepts and techniques.
-
Apply the techniques to develop empathy maps and personas for a specific customer segment.
Conduct mock interviews with colleagues or peers to practice asking open-ended questions and actively listening
Show steps
Enhance your interviewing skills, a crucial aspect of service design, through repeated practice.
Browse courses on
Interviewing Techniques
Show steps
-
Prepare a list of open-ended questions that encourage customers to share their experiences and insights.
-
Conduct mock interviews with colleagues or peers, taking turns playing the roles of interviewer and interviewee.
-
Provide constructive feedback to each other on interviewing style, question effectiveness, and active listening skills.
Attend a workshop on customer journey mapping
Show steps
Gain practical experience in customer journey mapping by attending a workshop, enhancing your understanding of this essential service design tool.
Browse courses on
Customer Journey Mapping
Show steps
-
Research and identify a relevant customer journey mapping workshop.
-
Register for the workshop and attend all sessions.
-
Actively participate in the workshop activities and discussions.
-
Apply the learning from the workshop to your own projects or work.
Develop a hypothetical service blueprint for a customer-centric experience
Show steps
Develop a practical understanding of how to apply service design principles to real-world scenarios by creating a blueprint.
Show steps
-
Identify a specific service or process to focus on.
-
Map out the customer journey, identifying key touchpoints and interactions.
-
Brainstorm ideas for improving the customer experience at each touchpoint.
-
Create a detailed service blueprint that outlines the proposed improvements.
Volunteer with an organization involved in customer service or experience design
Show steps
Gain practical experience in customer service or experience design by volunteering with an organization.
Browse courses on
Customer Service
Show steps
Show steps
Show steps
- Research and identify organizations involved in customer service or experience design.
- Contact the organizations to inquire about volunteer opportunities.
- Commit to a regular volunteering schedule and actively participate in relevant tasks.
Attend industry events or meet-ups focused on service design or customer experience
Show steps
Expand your professional network and connect with others in the field to gain insights and exchange ideas about service design.
Browse courses on
Service Design
Show steps
Show steps
Show steps
- Research and identify industry events or meet-ups focused on service design or customer experience.
- Attend the events and actively participate in discussions and networking opportunities.
- Follow up with potential connections after the events to continue the conversation.
Review 'Service Design: A Practical Guide' by Marc Stickdorn and Jakob Schneider
Show steps
Build a foundational understanding of the principles and practices of service design to enhance your learning in this course.
View
This Is Service Design Doing: Applying Service...
on Amazon
Show steps
Show steps
Show steps
- Read the book thoroughly, paying attention to the key concepts of service design.
- Take notes on the key concepts, principles, and case studies presented in the book.
- Identify areas where you can apply these concepts to your own professional practice.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Explore online tutorials and resources on empathy mapping and persona development
Show steps
Deepen your understanding of empathy mapping and persona development through guided tutorials, enhancing your ability to understand customer needs.
Browse courses on
Empathy Mapping
Show steps
Show steps
Show steps
- Search for online tutorials on empathy mapping and persona development.
- Follow the tutorials, taking notes on key concepts and techniques.
- Apply the techniques to develop empathy maps and personas for a specific customer segment.
Conduct mock interviews with colleagues or peers to practice asking open-ended questions and actively listening
Show steps
Enhance your interviewing skills, a crucial aspect of service design, through repeated practice.
Browse courses on
Interviewing Techniques
Show steps
Show steps
Show steps
- Prepare a list of open-ended questions that encourage customers to share their experiences and insights.
- Conduct mock interviews with colleagues or peers, taking turns playing the roles of interviewer and interviewee.
- Provide constructive feedback to each other on interviewing style, question effectiveness, and active listening skills.
Attend a workshop on customer journey mapping
Show steps
Gain practical experience in customer journey mapping by attending a workshop, enhancing your understanding of this essential service design tool.
Browse courses on
Customer Journey Mapping
Show steps
Show steps
Show steps
- Research and identify a relevant customer journey mapping workshop.
- Register for the workshop and attend all sessions.
- Actively participate in the workshop activities and discussions.
- Apply the learning from the workshop to your own projects or work.
Develop a hypothetical service blueprint for a customer-centric experience
Show steps
Develop a practical understanding of how to apply service design principles to real-world scenarios by creating a blueprint.
Show steps
Show steps
Show steps
- Identify a specific service or process to focus on.
- Map out the customer journey, identifying key touchpoints and interactions.
- Brainstorm ideas for improving the customer experience at each touchpoint.
- Create a detailed service blueprint that outlines the proposed improvements.
Career center
Learners who complete Service Design Conduct Interviews will develop knowledge and skills
that may be useful to these careers:
User Researcher
User Researcher
User Researchers help create products and services that people love, and they use a variety of methods to collect feedback from users, including interviews. This course will teach you how to conduct effective interviews, which will be a valuable skill in your career as a User Researcher. You will learn how to ask the right questions, how to interpret the answers you receive, and how to use this information to improve the products and services you create.
Interaction Designer
Interaction Designer
Interaction Designers are responsible for the design of the user interface (UI) of a product or service. They work to create UIs that are easy to use and understand, and they use a variety of methods to collect feedback from users, including interviews. This course will teach you how to conduct effective interviews, which will be a valuable skill in your career as an Interaction Designer. You will learn how to ask the right questions, how to interpret the answers you receive, and how to use this information to improve the UIs you design.
Service Designer
Service Designer
Service Designers are responsible for the design of the overall experience of a service. They work to create services that are efficient, effective, and enjoyable to use, and they use a variety of methods to collect feedback from users, including interviews. This course will teach you how to conduct effective interviews, which will be a valuable skill in your career as a Service Designer. You will learn how to ask the right questions, how to interpret the answers you receive, and how to use this information to improve the services you design.
Customer Experience Manager
Customer Experience Manager
Customer Experience Managers are responsible for the overall experience that customers have with a company. They work to identify and resolve customer pain points, and they use a variety of methods to collect feedback from customers, including interviews. This course will teach you how to conduct effective interviews, which will be a valuable skill in your career as a Customer Experience Manager. You will learn how to ask the right questions, how to interpret the answers you receive, and how to use this information to improve the customer experience.
Business Analyst
Business Analyst
Business Analysts work to identify and solve business problems. They use a variety of methods to collect information, including interviews. This course will teach you how to conduct effective interviews, which will be a valuable skill in your career as a Business Analyst. You will learn how to ask the right questions, how to interpret the answers you receive, and how to use this information to solve business problems.
Product Manager
Product Manager
Product Managers are responsible for the development and launch of new products. They work to identify and understand customer needs, and they use a variety of methods to collect feedback from customers, including interviews. This course will teach you how to conduct effective interviews, which will be a valuable skill in your career as a Product Manager. You will learn how to ask the right questions, how to interpret the answers you receive, and how to use this information to develop and launch successful products.
Marketing Manager
Marketing Manager
Marketing Managers are responsible for the development and execution of marketing campaigns. They use a variety of methods to collect feedback from customers, including interviews. This course will teach you how to conduct effective interviews, which will be a valuable skill in your career as a Marketing Manager. You will learn how to ask the right questions, how to interpret the answers you receive, and how to use this information to develop and execute successful marketing campaigns.
Sales Manager
Sales Manager
Sales Managers are responsible for the development and execution of sales strategies. They use a variety of methods to collect feedback from customers, including interviews. This course will teach you how to conduct effective interviews, which will be a valuable skill in your career as a Sales Manager. You will learn how to ask the right questions, how to interpret the answers you receive, and how to use this information to develop and execute successful sales strategies.
Operations Manager
Operations Manager
Operations Managers are responsible for the day-to-day operations of a business. They use a variety of methods to collect feedback from customers, including interviews. This course will teach you how to conduct effective interviews, which will be a valuable skill in your career as an Operations Manager. You will learn how to ask the right questions, how to interpret the answers you receive, and how to use this information to improve the operations of your business.
Social Media Manager
Social Media Manager
Social Media Managers are responsible for the development and execution of social media strategies. They use a variety of methods to collect feedback from customers, including interviews. This course will teach you how to conduct effective interviews, which will be a valuable skill in your career as a Social Media Manager. You will learn how to ask the right questions, how to interpret the answers you receive, and how to use this information to develop and execute successful social media strategies.
Technical Writer
Technical Writer
Technical Writers are responsible for creating documentation for technical products and services. They use a variety of methods to collect feedback from users, including interviews. This course will teach you how to conduct effective interviews, which will be a valuable skill in your career as a Technical Writer. You will learn how to ask the right questions, how to interpret the answers you receive, and how to use this information to create clear and concise documentation.
Project Manager
Project Manager
Project Managers are responsible for the planning and execution of projects. They use a variety of methods to collect feedback from stakeholders, including interviews. This course will teach you how to conduct effective interviews, which will be a valuable skill in your career as a Project Manager. You will learn how to ask the right questions, how to interpret the answers you receive, and how to use this information to plan and execute successful projects.
Data Analyst
Data Analyst
Data Analysts are responsible for the collection, analysis, and interpretation of data. They use a variety of methods to collect data, including interviews. This course will teach you how to conduct effective interviews, which will be a valuable skill in your career as a Data Analyst. You will learn how to ask the right questions, how to interpret the answers you receive, and how to use this information to collect accurate and reliable data.
Instructional Designer
Instructional Designer
Instructional Designers are responsible for the design and development of learning materials. They use a variety of methods to collect feedback from learners, including interviews. This course will teach you how to conduct effective interviews, which will be a valuable skill in your career as an Instructional Designer. You will learn how to ask the right questions, how to interpret the answers you receive, and how to use this information to design and develop effective learning materials.
Quantitative Researcher
Quantitative Researcher
Quantitative Researchers use statistical methods to collect and analyze data. They use a variety of methods to collect data, including interviews. This course will teach you how to conduct effective interviews, which will be a valuable skill in your career as a Quantitative Researcher. You will learn how to ask the right questions, how to interpret the answers you receive, and how to use this information to collect accurate and reliable data.
For more career information including salaries, visit:
OpenCourser.com/course/j68mp5/service
Reading list
We've selected 13 books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Service Design Conduct Interviews.
Save
Is an indispensable resource for anyone who wants to learn how to conduct effective user interviews.
Will provide supplemental knowledge to this course, giving you a wider perspective on the field of service design.
Will teach you how to create user-friendly websites.
Will help you to understand the principles of user experience design.
Save
Will provide you with a step-by-step guide to running a design sprint.
Will help you to understand the customer's needs and create a value proposition that is tailored to their needs.
Will provide you with a comprehensive overview of the principles of design.
Will help you to understand the principles of good design.
Will help you to learn how to use continuous discovery to create products that create customer value and business value.
Save
Will provide you with a comprehensive overview of design thinking and how it can be used to understand user needs.
Will teach you how to use the lean startup methodology to create a successful business.
Will help you to understand the challenges that large organizations face when innovating.
Will provide you with insights into how to create a culture of creativity and innovation in your organization.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/j68mp5/service
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