Peter Fossick | Linkedin Profile
About This Workshop
In this intense course you will learn a common understanding of service design and learn how service design theory and practices can be applied by teams to solve complex challenges in the design and development of innovative services. This workshop is an active and participatory introduction to the practices, tools, methods and core principles of Service Design. It explores how service can be used to transform services and introduces the practices, tools and methods that can applied by team members in design, business and engineering working collaboratively.
Who is this course for?
UX Designers, UI Designers, Product Owners, Service Owners, Managers, Developers and Delivery Leads.
Banking | IT | Government | Financial Services | Telecoms | Retail | Utilities | Public Services
Locations: Online Course
Why do this course
We teach the core concepts of the service design, collaborative practices and tried-and-tested tools. We’ll teach you how operationalise and design and development using #DesignOps. We will teach the benefits if user centred design, to undertake service safaris and research services ‘in the wild’, identify painpoints in services and how systems and process can be optimised to unlock value.
We teach you how to use different way to model and communicate information and to plan how to transform services working with stakeholders, business sponsors, core partners and the wider team. This course will give you a working knowledge of how service design can be applied in your day-to-day project work that demand teams unleash their expertise by working collaboratively to deal with complex service design challenges.
01 Introduction to Service Design | What is service design? Why use service design? Who uses service design?
02 Kicking Off A Project | What’s on My Radar | Stakeholder Maps | Needs Statements
03 Users and Ethnographic Research | Methods: Service Safaris | Interviewing
04 Scenarios and Painpoints | Methods: Service Maps | Empathy Maps | As-is-Scenario Maps | Painpoint Statements |
05 Unlocking Value | Methods: Service Value Strategy Canvas and the Value Framework
06 Ideation | Methods: WOW Stories | Evaluation Grid
07 Service Maps: Frontstage & Backstage | Methods: Storyboarding & User Stories (Agile Methodology)
08 Concept Development | Methods: Co-Design Workshops, Feature Cards and MoSCoW Prioritisation
09 Service Journey | Methods: Customer Journey Maps, Touchpoint Matrix
10 Service Blueprints | Methods: Service Blueprinting
11 Prototyping Services | Methods: Evidencing | Rapid Experience Prototyping | Paper Prototyping
12 User Testing | Methods: Resonance Testing & Cognitive Walkthrough
13 Creating a Backlog | Methods: Creating A Mixed Backlog
14 Next Steps | Methods: Roadmapping
To learn more about our Service Design, UX and Design Thinking courses or to discuss a workshop please email firstname.lastname@example.org (Network charges may apply depending upon you service provider)
We reserve the right change content without notice and pentalty.