EA Learning - Introduction to Service Design

Introduction to Service Design

In this two-day, EA Learning certified course you will be expected to participate in a team and learn to use Design Thinking techniques to explore customer-centred research, customer insight, and how it is applied in co-creating customer-centric services. You will be expected to engage in the program, with the potential to participate in the follow-up Applied Customer-Centred Service Design - A Case Study. At the end of the course, you will be equipped with knowledge of the methods, tools and techniques to help you plan this approach, to execute customer-centred service design within your organisation.

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Class Date
Not Available

Study Method
Classroom

Duration
2 days

Prerequisites
None

Examination
No

Certification
Certificate accredited by EA Learning

Student Review
None

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Course Details

At the end of the course, you will be equipped with knowledge of the methods, tools and techniques to help you plan this approach, to execute customer-centred service design within your organisation.

Individuals who earn this credential will have demonstrated their understanding of:

Understand the drivers for implementing customercentred service design within an organisation;
Understand customer-centred service design as a mindset within an organisation to enact transformational change;
Understand customer-centred principles for excellent service design enhancing customer experience
Understand basic service design tools, and how they are applied (such as customer research, insights, scenarios, personas, journey maps, service blueprints, and prototypes);
Understand the core activities of service design, including applied Design Thinking for ideation; and
Understand key considerations for implementing a customer-centred service design approach into your organisation

Day 1

Course Introduction
Why are organisation’s becoming more customercentric
What is the organisation mindset required to support a change to being customer-centric
Where does service design fit within Enterprise Architecture frameworks
What are the principles for exceptional customer experience design
Tools and methods for undertaking customer research and the difference between good and bad customer insights

Day 2

Recap of Day 1
Service Design Tools: What are they, and how are they used: - Scenarios - Journey Maps - Prototypes
Facilitating a co-creation / co-design service design process. The high level approach, including who should be in the room.
Considerations for implementing Service Design into your organisation from sponsopship to production.

Delivery Method:

An interactive classroom course with our highly experienced and qualified practitioners who will be your learning guide
Use Design Thinking techniques to work through practical problems for supporting Experience Design
A workbook for you to practice creating models and developing insights to help you embed your newly acquired skills back at your workplace.

C-Suite Executives
Organisation Designers
Service Planners
Enterprise Architects
Business Architects
Business Strategists
People and Organisation Capability Specialists
Customer and Employee Experience Designers
User Experience Designers
Customer Researchers
Professional Services

Introduction to Service Design

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