Service design is the practice of creating user experiences that span all customer touchpoints, covering every aspect of your end-to-end service. Every interaction a customer has with your organisation is an opportunity to create a delightful, memorable, and meaningful experience.
This course will give you the skills to move away from merely designing for the screen to creating joined-up, multichannel digital customer experiences.
What you'll learn
Our service design course will teach you how to:
Research customers and their needs:
Build your toolkit of practical research methods, both qualitative and quantitative, and know when and why to use each one.
Evaluate the customer journey:
Analyse the customer journey to identify pain points and opportunities to optimise and enhance your service.
Design a service that covers a range of touchpoints:
Create a blueprint that gathers insight from across your team to map out the people, touchpoints, and processes that deliver your service.
Prototype interactions across a range of channels:
Develop your prototyping skills to cover digital and non-digital interactions. You'll try numerous tools and approaches to explore, iterate, and demonstrate your ideas.
Develop a roadmap for omnichannel innovation:
Get tactics to take design thinking to all corners of your business and align your organisation around a customer-centric approach.
Meet one of your trainers,
Stephen is a UX consultant at Inviqa. A creative problem solver, he uses research, collaboration, and an iterative approach to designing innovative products and services that customers love. Equal parts geek and designer, Stephen loves to play around with technology, but believes people need to be at the centre of the design process.
A lot of Stephen's time is spent rapidly creating prototypes and putting them in front of users. He designed the end-to-end service to bring health apps into the NHS, worked with Costco to bring their travel proposition into the UK, and has collaborated with other brands including Dulux and UBS.
Stephen is passionate about sharing best practice and teaches user research and information architecture.
Why service design skills matter
How to collect useful data
The researcher's toolkit
Making sense of your research
Jobs-to-be-done and personas
Running a journey mapping workshop
Creating a service blueprint and task models
Communicating a single customer view
Techniques to build design consensus
Ways to collaborate with non-designers
How to develop a service proposition
Ways to run ideation design sessions
Prototyping methods and tools
Storyboarding and role-playing service interactions
Building physical and real-world prototypes
Successful design feedback and critiques
How to do usability testing on an end-to-end service
Measuring impact and channel attribution
Adding features to a minimum viable product (MVP)
Evaluating an organisation's customer service maturity
Is this course right for you?
This course is particularly suitable if you are a:
UX or visual designer wanting to take your skills beyond interfaces and into products and services.
UX consultant, working in-house or at an agency, needing to upskill to be able to design end-to-end solutions.
Business analyst wanting to develop a user-centred design approach to organisational challenges.
Like what you see but want to learn something slightly different? We can tailor any of our training courses to your team’s needs. Get in touch to find out more.
The current situation with COVID-19 means we’re currently not running any of our training courses face-to-face. This course can be run remotely for teams upon request.