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.

Choose your training location:
Class Date
Not Available
Study Method
Classroom
Duration
2 days
Prerequisites
None
Examination
No
Certification
Certificate accredited by EA Learning
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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.
  • 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