OpenCourser
Learn skills that shape your future
Visit OpenCourser.com
Why service design?
Because Service design helps companies to create a strong competitive advantage and thus stay successful.
In a rapidly changing world, companies are forced to constantly adapt if they don't want to be disrupted. Here are the 3 main challenges that companies need to overcome:
First, customers are more demanding than ever.
Second, continuous innovation has gone from being a luxury to a necessity.
And third, companies don't have the right organizational structure to support omnichannel customer journeys.
Why service design?
Because Service design helps companies to create a strong competitive advantage and thus stay successful.
In a rapidly changing world, companies are forced to constantly adapt if they don't want to be disrupted. Here are the 3 main challenges that companies need to overcome:
First, customers are more demanding than ever.
Second, continuous innovation has gone from being a luxury to a necessity.
And third, companies don't have the right organizational structure to support omnichannel customer journeys.
Applying service Service Design Fundamentals and Techniques, will enable companies to address each of these challenges. Here's how:
By building a strong competitive advantage that’s hard to copy.
By focusing on solving the right problem and is very research based.
By improving collaboration and breaking down silos within organizations.
By offering a toolbox filled with techniques which facilitate quick, affordable and low risk innovations.
By taking a holistic approach and reviewing the entire customer experience.
And finally, by being flexible and offering a broad spectrum of applications.
This course is an introduction to service design and doesn't require any prior knowledge.
Who is this course for?
Recent graduates looking to start a position as a service designer, a business analyst, business consultant, product manager, product owner or even a UX designer.
Junior service designers wanting to strengthen their knowledge.
Senior service designers looking to brush up their skills.
All professionals who are actively doing service design in their field of expertise and wanting to formalize their way of working.
What else can I offer you?
You will have access to:
The slides of the course which you can use at your own convenience.
Fun assignments to make things more tangible.
Handouts and templates to help you in your day-to-day service design activities.
Access to an industry expert. In case you have questions feel free to contact me and I will do my absolute best to guide you.
What did others think?
“Content is authoritative, rigorous, comprehensive and accessible. The delivery is professional, well-paced and easy to listen too. The presentation is personable, learning is scaffolded with no cognitive overload.” – Will
“Interesting no nonsense course, well given. Fully meets expectations.” – Eva
Now it's your turn.
Do you want to improve the customer experience in a fail-safe way? Then this course has everything you need and more.
In this lecture, you will acquire a good understanding of what service design is through an illustration around the opening of a current account.
After this lecture, you will acquire an understanding of how market trends are forcing companies to review their current business models.
After this lecture, you will understand how service design can help companies in facing those challenges.
After this lecture, you will have a good idea of what service design is and what service design isn't.
After this lecture you will have a complete overview of the design lifecycle and how service design is positioned within that lifecycle.
In this lecture we will briefly summarize our learnings with some key takeaways.
After this lecture you will have a high-level overview of what the six service design patterns are.
After this lecture, you will have a strong knowledge base on the "diverge & converge" pattern.
After this lecture, you will have a strong knowledge base on the "solving the right problem" pattern.
After this lecture, you will have a strong knowledge base on the "adapt & iterate frequently" pattern.
After this lecture, you will have a strong knowledge base on the "quick & dirty methods" pattern.
After this lecture, you will have a strong knowledge base on the "collaboration is key" pattern.
After this lecture, you will have a strong knowledge base on the "practice over theory" pattern.
After this lecture, you will have a high-level overview of some of the most powerful tools in service design.
After this lecture, you will know what personas are and why there is a need for them.
After this lecture, you will know what the building blocks are of a persona.
After this lecture, you will know the four types of personas and their respective characteristics.
After this lecture, you will know how to create and deploy a persona in six easy to follow steps.
After this lecture, you will know what a prototype is and why they are needed.
After this lecture, you will know what the building blocks are of a prototype.
After this lecture, you will know what the characteristics are of a prototype.
After this lecture, you will know the pros and cons of high- and low fidelity level prototypes.
After this lecture, you will know what customer journey maps are and why they are needed.
After this lecture, you will know what the building blocks are of the customer journey map.
After this lecture, you will know what the main characteristics are of a customer journey map.
After this lecture, you will know what story mapping is and how it can contribute to creating realistic customer journey maps while following an agile framework.
After this lecture, you will know how to create your own story map step by step.
After this lecture, you will have a good idea of what service blueprints are and when to use them.
After this lecture, you will know what the 5 benefits are of using service blueprints in a product development context.
After this lecture, you will have a deep understanding of the building blocks that shape service blueprints.
After this lecture, you will have a good understanding on how to use BPMN in the context of service design blueprints.
After this lecture, you will have a good understanding of how to create your ow service blueprint in 6 easy to follow steps.
Congratulations on making it to the end of the course! Let's do a small wrap-up of the course. After that it's time for you to relax!
Save
Save
Save
Save
Save
Save
Save
Save
Save
Save
Save
Save
Save
Save
Save
Save
Save
Save
Save
Save
Save
Save
Save
Verified partner policies & purchase protections
Free preview video lectures available for all courses; optional 7-day free trial on Personal Plan subscriptions (cancel before trial ends to avoid conversion).
30-day money-back guarantee on all eligible individual course purchases (provided course content has not been substantially consumed or downloaded). Subscription fees are non-refundable once billed.
Lifetime access to purchased individual courses and future updates, verifiable certificate of completion, and direct student Q&A forums.
OpenCourser helps millions of learners each year. People visit us to learn workspace skills, ace their exams, and nurture their curiosity.
Our extensive catalog contains over 50,000 courses and twice as many books. Browse by search, by topic, or even by career interests. We'll match you to the right resources quickly.
Find this site helpful? Tell a friend about us.
We're supported by our community of learners. When you purchase or subscribe to courses and programs or purchase books, we may earn a commission from our partners.
Your purchases help us maintain our catalog and keep our servers humming without ads.
Thank you for supporting OpenCourser.
