Service Design helps organisations understand what is and what’s not working within a service ecosystem, to give users seamless end-to-end experiences resulting in lower running costs, higher margins, and happier customers and end-users.

This course gives teams skills to map out and communicate user journeys, service blueprints, and eco-systems, to get an intrinsic understanding of how their service offering works, how it adds value, and how it could be redesigned to give end users the best possible experience. 

Topics

• What is Service Service Design?

• Techniques to rapidly map out current state user journeys and service blueprints

• Customer, front of house and back of house

• Service Design v Employee experience

• How to identify service moments

• Ideating and prototyping service moments

• Future state mapping tools

• How to identify and apply metrics to service touch-points