Service Design For The Real World: A Practical Introduction

Industry experts share the content we wish we'd had when we were getting started

What you'll learn
An overview of the end-to-end Service Design process and methodology
Key considerations and practical tips for applying Service Design in an organizational context
The basics of qualitative customer research and synthesis
How to use lo-fi prototypes to validate concepts and ideas
Effective ideation techniques & facilitation
Stakeholder management for Service Design
The basics of developing journey maps, service blueprints and other artifacts
Business Model Canvas for Service Design
How to prepare for a job in Service Design
Requirements
Some familiarity with the very basics of Service Design (e.g. you've participated in a Service Design session or have read a few articles) is helpful but not required.
Description
This is the course we wish we had when we started our Service Design careers.Tools and frameworks alone won't make you a great Service Designer. Most Service Design happens within existing companies and organizations. By understanding the real challenges and barriers to putting Service Design into practice you will be better prepared for the reality of actually doing the work. This is one of the only courses that go beyond methodology alone to focus on how to apply Service Design in an organizational context. This course includes: A comprehensive introduction to the Service Design process5 Recorded activities (we walk you through activity templates with pre-recorded facilitation)A resource list to support your learning beyond this courseLearn from experienced industry professionals who have:Established and scaled in-house Service Design teams in multiple companies across industries (Telecom, Insurance, Financial Services, Legal, and Retail)Been recognized with the Service Design Global Network awardBeen actively teaching and mentoring students and industry professionals in Service Design for 10+ yearsAre regularly invited to speak at events, host workshops, and share their thoughts on the evolution and future of Service Design At the end of this course you will:Become deeply familiar with the overall Service Design methodology and be confident in your ability to speak to it.Have a meaningful understanding of key phases of work in Service Design: Research, Ideation, Prototyping, and how they fit together as a processKnow how to clearly communicate the value of Service DesignAppreciate the importance of stakeholder management and organizational context when practicing Service Design Learn what core skills and specialized skills you need to develop in order to succeed at landing your first role or further progressing in your career as a Service Designer

Overview

Section 1: INTRODUCTION TO SERVICE DESIGN

Lecture 1 Course Welcome + Meet Your Instructors

Lecture 2 What is a service?

Lecture 3 Parts of a Service

Lecture 4 Why Service Design?

Lecture 5 Service Design Methodology

Lecture 6 Service Design Case Study

Lecture 7 Q&A

Section 2: RESEARCH & DISCOVERY

Lecture 8 Creating a Shared Understanding

Lecture 9 Research Overview

Lecture 10 Research Basics & Logistics

Lecture 11 Synthesis

Lecture 12 Writing an Insight

Lecture 13 Q&A

Section 3: IDEATION

Lecture 14 What is Ideation?

Lecture 15 How Our Brains Work

Lecture 16 Structured Ideation Techniques

Lecture 17 Creating the Conditions for Great Ideation

Lecture 18 Facilitating Ideation

Lecture 19 Prioritizing & Selecting Ideas

Lecture 20 Q&A

Section 4: PROTOTYPING & TESTING

Lecture 21 What is Prototyping?

Lecture 22 Why Prototype?

Lecture 23 What to Prototype

Lecture 24 Prototyping Techniques

Lecture 25 Testing Your Prototypes

Lecture 26 Q&A

Section 5: STAKEHOLDER MANAGEMENT

Lecture 27 Establishing Trust

Lecture 28 Mapping Your Stakeholders

Lecture 29 Stakeholder Personas

Lecture 30 Q&A

Section 6: ARTIFACTS & DELIVERABLES

Lecture 31 What is Mapping?

Lecture 32 What is a Journey Map?

Lecture 33 Creating a Journey Map

Lecture 34 What is a Service Blueprint?

Lecture 35 Finding the Right Format

Lecture 36 Q&A

Section 7: BUSINESS MODELLING

Lecture 37 Understanding the business model

Lecture 38 The Business Model Canvas

Lecture 39 Business Model Canvas Example

Lecture 40 Q&A

Section 8: BECOMING A SERVICE DESIGNER

Lecture 41 Service Design Core Skills

Lecture 42 Service Design Specialized Skills

Lecture 43 Where does Service Design live?

Lecture 44 Getting a Service Design job

Lecture 45 Getting started

Lecture 46 Q&A

Section 9: RESOURCES & ACTIVITIES

Lecture 47 Activity: Creating a Research Plan

Lecture 48 Activity: Stakeholder Mapping

Lecture 49 Activity: Ideation Warm-Up

Lecture 50 Activity: Ideation Techniques

Lecture 51 Activity: Business Model Canvas

Lecture 52 Additional reading & resources

Anyone interested in learning more about Service Design and how to apply it in an organizational setting,UX Designers looking to expand their skills,Students interested in jobs related to Service Design, human-centred design or innovation,Working professionals interested in making a transition to a Service Design role or collaborating with Service Design teams