You will leave with an understanding of service design principles and how to apply them using a suite of tools, including service blueprints and customer experience maps.

You Will Learn

• To understand the fundamentals of service design thinking and how to apply it

• How to describe the sources and effects of expectations on customers’ perceptions of services

• To understand the key service differentiators needed to gain loyal customers

• The key principles of service design thinking

• The roles of an effective service designer

• How to improve customers’ service perceptions and build right customers’ expectations

• Review of the key Service Design methods of research, insights modelling, ideation, prototyping and service testing 

• Hands on activities of trying out the main tools such as ecosystem maps and empathy maps, customer journeys and service blueprints and quick-fire question rounds

Course description

This one-day course will introduce you to Service Design and arm you with techniques to review and improve service quality across digital and physical touchpoints.

You will leave with an understanding of service design principles and how to apply them using a suite of tools and techniques to employ, regardless of whether you’re improving an existing service or designing one from scratch.

The course is interactive, allowing participants to exchange experiences, raise questions and have discussions, practice some tools and you will look at your services from a new perspective.

Is it for you?

If you’re desperate to understand what Service design actually means, what can make your customers tick and your employees enjoy their work more, this course is for you!

Participants typically come from Design and UX, Customer service and IT, Marketing and Branding. We also regularly have Product managers and Developers as well as everyone else interested in acquiring new skills and developing more holistic approaches to product/service development and design.

Learning Objectives

After completing the course, you will be able to:

• Understand the fundamentals of service design thinking and how to apply its principles and techniques in real life projects

• Learn about customer expectations and perceptions and their impact on service design

• Learn and practice main service design methods and tools along the service design process

Necessary for remote learning:

• Access to Zoom

• Access to Miro

“A really good balance of presentation and interactive exercises. The content was varied and thorough and exceeded its promise of teaching the fundamentals. The trainer’s presentation skills are excellent and her teaching style was friendly, confident and inclusive.”

Gemma Barnes

Senior UX Designer, Quba