Service Design: How to Design Integrated Service Experiences
How This Course Will Help Your Career
What You Will Learn
What Service Design is, where it came from and how it compares to User Experience (UX) design and Customer Experience (CX) design
What a Service Design process looks like and how to use it to create great service experiences
How the scope of Service Design encompasses customer interactions as well as behind-the-scenes business operations, and multiple delivery channels
What the most useful Service Design methods and approaches are, how to do them and how to avoid the most common mistakes, all with the help of examples, explanatory videos, templates and step-by-step guides
How to transition your career from UX Design to Service Design
How to build a Service Design team and then increase its skills and maturity in your organization
How to tackle Service Design in an agile or lean organization
Services are everywhere! When you get a new passport, order a pizza or make a reservation on AirBnB, you're engaging with services. How those services are designed is crucial to whether they provide a pleasant experience or an exasperating one. The experience of a service is essential to its success or failure no matter if your goal is to gain and retain customers for your app or to design an efficient waiting system for a doctor’s office.
In a service design process, you use an in-depth understanding of the business and its customers to ensure that all the touchpoints of your service are perfect and, just as importantly, that your organization can deliver a great service experience every time. It’s not just about designing the customer interactions; you also need to design the entire ecosystem surrounding those interactions.
In this course, you’ll learn how to go through a robust service design process and which methods to use at each step along the way. You’ll also learn how to create a service design culture in your organization and set up a service design team. We’ll provide you with lots of case studies to learn from as well as interviews with top designers in the field. For each practical method, you’ll get downloadable templates that guide you on how to use the methods in your own work.
This course contains a series of practical exercises that build on one another to create a complete service design project. The exercises are optional, but you’ll get invaluable hands-on experience with the methods you encounter in this course if you complete them, because they will teach you to take your first steps as a service designer. What’s equally important is that you can use your work as a case study for your portfolio to showcase your abilities to future employers! A portfolio is essential if you want to step into or move ahead in a career in service design.
Your primary instructor in the course is Frank Spillers. Frank is CXO of award-winning design agency Experience Dynamics and a service design expert who has consulted with companies all over the world. Much of the written learning material also comes from John Zimmerman and Jodi Forlizzi, both Professors in Human-Computer Interaction at Carnegie Mellon University and highly influential in establishing design research as we know it today.
You’ll earn a verifiable and industry-trusted Course Certificate once you complete the course. You can highlight it on your resume, CV, LinkedIn profile or on your website.
Gain an Industry-Recognized UX Course Certificate
Use your industry-recognized Course Certificate on your resume, CV, LinkedIn profile or your website.
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Is this course right for you?
This is an intermediate-level course for anyone who wants to learn to design services.
- UX designers, product designers and UX researchers who want to transition into the Service Design field or expand their toolbox with methods from Service Design.
- Product managers and project managers who want to enable their team to excel at service design.
- Entrepreneurs interested in offering great service experiences.
- CEOs, CTOs, COOs and CMOs who want to better position their organization within the market by putting more focus on how they design services.
- Anyone considering making the switch to a career in service design or interested in working with services in a more structured way.
Learn and work with a global community of designers
When you take part in this course, you’ll join a global community and work together to improve your skills and career opportunities. Connect with helpful peers and make friends with like-minded individuals as you push deeper into the exciting and booming industry of creativity and design. You will have the opportunity to share ideas, learn from your fellow course participants and enjoy the social aspects afforded by our open and friendly forum.
Lessons in This Course
- Each week, one lesson becomes available.
- There’s no time limit to finish a course. Lessons have no deadlines.
- Estimated learning time: 18 hours 12 mins spread over 5 weeks.
Lesson 0: Welcome and Introduction
Lesson 1: What is Service Design?
Lesson 2: How to Prepare Your Service Design Team
Lesson 3: How to Build a Research Foundation for Your Service Design
Lesson 4: How to Prototype for Service Design
Lesson 5: How to Build Service Design Maturity
Lesson 6: Course Certificate, Final Networking, and Course Wrap-up
How It Works
Take lessons by industry experts
Lessons are self-paced so you’ll never be late for class or miss a deadline.
Get a Course Certificate
Your answers are graded by experts, not machines. Get an industry-recognized Course Certificate to prove your skills.
Advance your career
Use your new skills in your existing job or to get a new job in UX design. Tap into our community to help you.
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