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Ada Epistatu
This course will provide to you a set of tools and concrete steps towards a meaningful service design experience in your organization by focusing on process and lifecycle mapping.
Read more
This course will provide to you a set of tools and concrete steps towards a meaningful service design experience in your organization by focusing on process and lifecycle mapping.
Read more
This course will provide to you a set of tools and concrete steps towards a meaningful service design experience in your organization by focusing on process and lifecycle mapping.
Service design can be that bridge that connects multiple components, ranging from people, infrastructure, communication to materials in order to improve the interaction between the service provider, and its users/customers. In this course, Service Design Process and Lifecycle Mapping, you’ll learn to embrace proper processing mapping, including As-Is and To-Be processes. First, you’ll explore your surroundings: the right stakeholder, value network, and ecosystem mappings, and generate your board of innovation by using a trends matrix. Next, you’ll discover which ones are the right design methods from your toolkit with a deep dive on document diary study, service safaris, and user stories. Finally, you’ll learn how to evaluate existing documentation and create process mapping. When you’re finished with this course, you’ll have the skills and knowledge of design services needed to improve the interaction between the service provider and its users/customers.
Register for this course and see more details by visiting:
OpenCourser.com/course/myiaza/service
What's inside
Syllabus
Course Overview
Getting to Know Your Surroundings
Generating Your Board of Innovation
Choosing the Right Research/Design Methods from Your Toolkit
Read more
Syllabus
Course Overview
Getting to Know Your Surroundings
Generating Your Board of Innovation
Choosing the Right Research/Design Methods from Your Toolkit
Read more
Embracing Proper Process Mapping
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Teaches the process of service design and helps students understand how to map service lifecycles
Helps students generate a board of innovation to visualize and map out their ideas
Introduces students to various research and design methods that they can use in their service design work
Provides guidance on evaluating existing documentation and creating process maps, which are essential skills for service designers
Covers process mapping techniques, including As-Is and To-Be processes, which are industry standards in service design
Save this course
Save Service Design Process and Lifecycle Mapping to your list so you can find it easily later:
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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 Process and Lifecycle Mapping with these
activities:
Review foundational Service Design Concepts
Show steps
Refresh your understanding of core service design principles, such as user experience, customer journey mapping, and design thinking, to prepare for this course.
Browse courses on
Service Design
Show steps
-
Review textbooks or online resources on service design fundamentals.
-
Attend a workshop or webinar on service design principles.
-
Read case studies of successful service design implementations.
Review 'This is Service Design Doing' by Marc Stickdorn & Jakob Schneider
Show steps
Review a comprehensive guide to service design that explores concepts, tools, and case studies to enhance your understanding of the field.
View
This Is Service Design Doing: Applying Service...
on Amazon
Show steps
-
Identify key concepts and frameworks
-
Explore case studies and examples
-
Apply principles to real-world scenarios
Practice Process Mapping Techniques
Show steps
Develop your skills in creating visual representations of processes by following step-by-step tutorials on process mapping techniques.
Browse courses on
Process Mapping
Show steps
-
Find online tutorials or courses on process mapping.
-
Use a process mapping tool to practice creating process maps.
Seven other activities
Expand to see all activities and additional details
Show all ten activities
Conduct stakeholder interviews to gather insights and requirements
Show steps
Practice interviewing stakeholders to elicit their perspectives and gather valuable information for service design.
Show steps
-
Prepare interview questions and objectives
-
Conduct interviews and actively listen
-
Document and analyze interview findings
Attend a design thinking workshop to enhance problem-solving skills
Show steps
Participate in a workshop focused on design thinking principles and tools to improve problem-solving and ideation.
Browse courses on
Problem Solving
Show steps
-
Learn design thinking methodologies
-
Collaborate with others to generate creative solutions
-
Apply design thinking techniques to real-world problems
Attend Industry Events and Conferences
Show steps
Engage with professionals in the field of service design to learn about current trends, best practices, and potential collaborations.
Show steps
-
Research upcoming industry events and conferences.
-
Register and attend relevant events.
-
Introduce yourself to other attendees and exchange ideas.
Design a service blueprint for a hypothetical customer journey
Show steps
Develop a visual representation of a service process, mapping touchpoints and interactions to improve customer experience.
Show steps
-
Identify the customer journey and touchpoints
-
Map out the service process and interactions
-
Analyze and identify areas for improvement
Analyze and Evaluate Service Designs
Show steps
Sharpen your analytical skills by practicing the evaluation of service designs based on user feedback and industry best practices.
Show steps
-
Collect user feedback through surveys, interviews, or usability testing.
-
Analyze feedback to identify areas for improvement.
-
Develop recommendations for改进ments to service designs.
Engage in peer feedback sessions to refine service design ideas
Show steps
Connect with peers to share and receive feedback on service design concepts, prototypes, and solutions.
Browse courses on
Peer Feedback
Show steps
-
Present service design ideas and prototypes
-
Provide and receive constructive feedback
-
Refine and improve service design based on feedback
Design a Service Blueprint
Show steps
Create a comprehensive visual representation of a service, outlining its key touchpoints, actors, and processes, to demonstrate your understanding of service design principles.
Show steps
-
Identify the service to be blueprinted.
-
Gather data on the service through research and interviews.
-
Create a draft of the service blueprint.
-
Refine the service blueprint based on feedback.
Review foundational Service Design Concepts
Show steps
Refresh your understanding of core service design principles, such as user experience, customer journey mapping, and design thinking, to prepare for this course.
Browse courses on
Service Design
Show steps
Show steps
Show steps
- Review textbooks or online resources on service design fundamentals.
- Attend a workshop or webinar on service design principles.
- Read case studies of successful service design implementations.
Review 'This is Service Design Doing' by Marc Stickdorn & Jakob Schneider
Show steps
Review a comprehensive guide to service design that explores concepts, tools, and case studies to enhance your understanding of the field.
View
This Is Service Design Doing: Applying Service...
on Amazon
Show steps
Show steps
Show steps
- Identify key concepts and frameworks
- Explore case studies and examples
- Apply principles to real-world scenarios
Practice Process Mapping Techniques
Show steps
Develop your skills in creating visual representations of processes by following step-by-step tutorials on process mapping techniques.
Browse courses on
Process Mapping
Show steps
Show steps
Show steps
- Find online tutorials or courses on process mapping.
- Use a process mapping tool to practice creating process maps.
Seven other activities
Expand to see all activities and additional details
Show all ten activities
Conduct stakeholder interviews to gather insights and requirements
Show steps
Practice interviewing stakeholders to elicit their perspectives and gather valuable information for service design.
Show steps
Show steps
Show steps
- Prepare interview questions and objectives
- Conduct interviews and actively listen
- Document and analyze interview findings
Attend a design thinking workshop to enhance problem-solving skills
Show steps
Participate in a workshop focused on design thinking principles and tools to improve problem-solving and ideation.
Browse courses on
Problem Solving
Show steps
Show steps
Show steps
- Learn design thinking methodologies
- Collaborate with others to generate creative solutions
- Apply design thinking techniques to real-world problems
Attend Industry Events and Conferences
Show steps
Engage with professionals in the field of service design to learn about current trends, best practices, and potential collaborations.
Show steps
Show steps
Show steps
- Research upcoming industry events and conferences.
- Register and attend relevant events.
- Introduce yourself to other attendees and exchange ideas.
Design a service blueprint for a hypothetical customer journey
Show steps
Develop a visual representation of a service process, mapping touchpoints and interactions to improve customer experience.
Show steps
Show steps
Show steps
- Identify the customer journey and touchpoints
- Map out the service process and interactions
- Analyze and identify areas for improvement
Analyze and Evaluate Service Designs
Show steps
Sharpen your analytical skills by practicing the evaluation of service designs based on user feedback and industry best practices.
Show steps
Show steps
Show steps
- Collect user feedback through surveys, interviews, or usability testing.
- Analyze feedback to identify areas for improvement.
- Develop recommendations for改进ments to service designs.
Engage in peer feedback sessions to refine service design ideas
Show steps
Connect with peers to share and receive feedback on service design concepts, prototypes, and solutions.
Browse courses on
Peer Feedback
Show steps
Show steps
Show steps
- Present service design ideas and prototypes
- Provide and receive constructive feedback
- Refine and improve service design based on feedback
Design a Service Blueprint
Show steps
Create a comprehensive visual representation of a service, outlining its key touchpoints, actors, and processes, to demonstrate your understanding of service design principles.
Show steps
Show steps
Show steps
- Identify the service to be blueprinted.
- Gather data on the service through research and interviews.
- Create a draft of the service blueprint.
- Refine the service blueprint based on feedback.
Career center
Learners who complete Service Design Process and Lifecycle Mapping will develop knowledge and skills
that may be useful to these careers:
Interaction Designer
Interaction Designer
Interaction Designers focus on the interaction between users and products or services. They use design principles and methods to create intuitive and engaging user interfaces. This course, Service Design Process and Lifecycle Mapping, is relevant because it provides a foundation in service design principles and methods. This knowledge can help Interaction Designers create more effective and efficient user interfaces.
User Experience Designer
User Experience Designer
User Experience Designers focus on the experience of users when interacting with a product or service. They use research and design methods to understand user needs and create products and services that are easy to use and enjoyable. This course, Service Design Process and Lifecycle Mapping, is relevant because it provides a foundation in service design principles and methods. This knowledge can help User Experience Designers create more user-centered products and services.
Service Designer
Service Designer
Service Designers connect people, infrastructure, communication, and materials to improve interactions between service providers and users. They may be part of a team that designs and delivers new services or improves existing ones. This course, Service Design Process and Lifecycle Mapping, is particularly relevant because it teaches the fundamentals of service design, including process and lifecycle mapping. This knowledge can help Service Designers create more effective and efficient services.
Service Manager
Service Manager
Service Managers are responsible for the planning, delivery, and improvement of services. They work with stakeholders to define service requirements, develop service plans, and monitor service performance. This course, Service Design Process and Lifecycle Mapping, is relevant because it provides a foundation in service design principles and methods. This knowledge can help Service Managers create and deliver more effective and efficient services.
Business Analyst
Business Analyst
Business Analysts study and improve business processes. They use data and analysis to identify inefficiencies and develop solutions to improve processes. This course, Service Design Process and Lifecycle Mapping, is relevant because it provides a foundation in process mapping and analysis. This knowledge can help Business Analysts improve the efficiency and effectiveness of business processes.
Process Analyst
Process Analyst
Process Analysts study and improve business processes. They use data and analysis to identify inefficiencies and develop solutions to improve processes. This course, Service Design Process and Lifecycle Mapping, is relevant because it provides a foundation in process mapping and analysis. This knowledge can help Process Analysts improve the efficiency and effectiveness of business processes.
Marketing Manager
Marketing Manager
Marketing Managers are responsible for the planning, execution, and measurement of marketing campaigns. They work with stakeholders to define marketing goals, develop marketing plans, and monitor marketing performance. This course, Service Design Process and Lifecycle Mapping, is relevant because it provides a foundation in service design principles and methods. This knowledge can help Marketing Managers create and deliver more effective and efficient marketing campaigns.
Quality Assurance Analyst
Quality Assurance Analyst
Quality Assurance Analysts test and evaluate products and services to ensure that they meet quality standards. They use testing methods and tools to identify defects and develop solutions to improve quality. This course, Service Design Process and Lifecycle Mapping, is relevant because it provides a foundation in service design principles and methods. This knowledge can help Quality Assurance Analysts improve the quality of products and services.
User Researcher
User Researcher
User Researchers study user needs and behaviors to inform the design of products and services. They use research methods and tools to collect and analyze data about users. This course, Service Design Process and Lifecycle Mapping, is relevant because it provides a foundation in user research principles and methods. This knowledge can help User Researchers conduct more effective and efficient user research.
Customer Success Manager
Customer Success Manager
Customer Success Managers are responsible for ensuring that customers are successful with a product or service. They work with customers to identify and resolve problems, provide training and support, and build relationships. This course, Service Design Process and Lifecycle Mapping, is relevant because it provides a foundation in service design principles and methods. This knowledge can help Customer Success Managers create and deliver more effective and efficient customer success strategies.
Project Manager
Project Manager
Project Managers plan, execute, and close projects. They work with stakeholders to define project scope, develop project plans, and monitor project progress. This course, Service Design Process and Lifecycle Mapping, provides a foundation in project management principles and methods. This knowledge can help Project Managers plan and execute more effective and efficient projects.
Sales Manager
Sales Manager
Sales Managers are responsible for the planning, execution, and measurement of sales activities. They work with stakeholders to define sales goals, develop sales plans, and monitor sales performance. This course, Service Design Process and Lifecycle Mapping, is relevant because it provides a foundation in service design principles and methods. This knowledge can help Sales Managers create and deliver more effective and efficient sales strategies.
Product Manager
Product Manager
Product Managers are responsible for the planning, development, and launch of products. They work with stakeholders to define product requirements, develop product plans, and monitor product performance. This course, Service Design Process and Lifecycle Mapping, is relevant because it provides a foundation in service design principles and methods. This knowledge can help Product Managers create and deliver more effective and efficient products.
Operations Manager
Operations Manager
Operations Managers are responsible for the planning, execution, and measurement of operations activities. They work with stakeholders to define operations goals, develop operations plans, and monitor operations performance. This course, Service Design Process and Lifecycle Mapping, is relevant because it provides a foundation in service design principles and methods. This knowledge can help Operations Managers create and deliver more effective and efficient operations strategies.
Consultant
Consultant
Consultants provide advice and expertise to clients on a variety of topics. They work with clients to identify problems, develop solutions, and implement change. This course, Service Design Process and Lifecycle Mapping, is relevant because it provides a foundation in service design principles and methods. This knowledge can help Consultants create and deliver more effective and efficient consulting services.
For more career information including salaries, visit:
OpenCourser.com/course/myiaza/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 Process and Lifecycle Mapping.
Provides a broad overview of service design, covering the entire process from research to implementation. It is written in a clear and concise style, and is packed with real-world examples and case studies.
Save
Argues that design thinking is the next competitive advantage for businesses. It provides a framework for using design thinking to solve business problems and create innovative solutions.
Provides a practical guide to the Lean Startup methodology. It is written in a clear and concise style, and is packed with real-world examples and case studies.
Provides a framework for understanding why large companies often fail to innovate. It argues that large companies are often too focused on their existing customers and products, and are unwilling to take risks on new technologies.
Provides a framework for marketing and selling technology products to mainstream customers. It argues that there chasm between early adopters and mainstream customers, and that different marketing and sales strategies are needed to cross this chasm.
Save
Provides a framework for developing good strategy. It argues that good strategy is simple, clear, and focused, and that it is aligned with the organization's core competencies.
Provides a fable about a dysfunctional team, and the five dysfunctions that prevent teams from being effective. It provides a framework for diagnosing and addressing these dysfunctions.
Save
Provides a framework for understanding how habits work. It argues that habits are formed through a three-step process, and that they can be changed by changing the cue, the routine, or the reward.
Save
Provides a framework for understanding what motivates people. It argues that people are not motivated by money or rewards, but rather by autonomy, mastery, and purpose.
Save
Provides a framework for understanding what makes groups successful. It argues that successful groups have a strong sense of purpose, a culture of trust, and a commitment to learning.
Provides a framework for understanding how algorithms can be used to make decisions. It argues that algorithms can be used to solve a wide range of problems, from finding the shortest path to a destination to making decisions about what to buy.
Save
Provides a framework for understanding the benefits of being a generalist. It argues that generalists are better able to adapt to change, innovate, and solve complex problems than specialists.
Provides a framework for understanding the strengths and challenges of introverts. It argues that introverts are often undervalued in our society, but that they have a lot to offer.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/myiaza/service
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Time
73 hours
Level
Intermediate
Via
Pluralsight
Instructor
Ada Epistatu
Language
English
Good to know
Teaches the process of service design and helps students understand how to map service lifecycles
Helps students generate a board of innovation to visualize and map out their ideas
Introduces students to various research and design methods that they can use in their service design work
Provides guidance on evaluating existing documentation and creating process maps, which are essential skills for service designers
Covers process mapping techniques, including As-Is and To-Be processes, which are industry standards in service design
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