Introduction to Service Design
- Introduction to Service Design
- How to collect and make use of research data
The Service Design Process
- The Service Design process
- Insight research
- Ideation & concept development
Mapping and Prototyping
- Customer journey mapping and evaluation
- Service blueprinting
- Storyboarding and role-playing service interactions
- Building physical and real-world prototypes
Implementation and Maturity
- Adding features to a Minimum Viable Product (MVP)
- Evaluating an organisation’s service maturity
Learning Outcomes
- Apply the main steps of the service design process (insight research, ideation, mapping, prototyping)
- Create a customer journey map and a service blueprint
- Test a service using physical/real-world prototypes
- Add features to a service incrementally using an MVP approach
- Assess an organisation’s service design maturity
Target Audience
Relevant for the following roles:
- Service designers and product managers
- Business analysts, marketing professionals
- UX researchers and designers
- Anyone who wants to improve the end-to-end customer experience
Prerequisites
There is no formal prerequisite.
Course Duration: 1 day
Format: Includes storyboarding and role-play exercises
Certificate: Certificate of attendance (not a formal/accredited certification)
This course covers designing a service’s end-to-end customer experience through a human-centered, iterative approach — spanning the entire service design process from insight research to ideation, from customer journey mapping to service blueprinting, and from physical prototyping and role play to adding features to a Minimum Viable Product (MVP).