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Service Design Training

Course Description

Course Description: Service Design, a Human-Centered Design approach, identifies and fixes inefficiencies and disconnects in service or product-service delivery. This Service Design Training provides a comprehensive understanding of Human-Centered Design principles as applied to service or product-service delivery optimization. This training will help you identify and rectify inefficiencies and gaps in service delivery. This will help drive enhanced customer journeys and refine business processes for superior efficiency.

Course Highlights:

  1. Manage UX and Service Design: Learn how to manage omnichannel experience and build product-service experiences.  Understand tools, mindsets, and techniques to build Service Design capability within your team. 

  2. Decipher the Problem Space: Improve problem-solving by understanding customer journeys, Service Safaris, business models, and value propositions for comprehensive insights.

  3. Mastering Service Blueprints: Create Service Blueprints, a potent tool for visualizing and improving service design to elevate customer experiences. Learn touchpoint mapping and designing for Moments of Truth. 

  4. Elevating Service Prototyping and Testing: Learn how to use Service Prototyping and testing to enhance service offerings and refine user experiences iteratively.

Course Format: The Service Design Training combines a hands-on workshop, improv, group collaboration, and expertise with Service Design template use. Participants will engage in practical exercises that simulate real-world scenarios. 

  1. Managing UX Design and Service Design under one group/ project/ process (roles, jobs, and process precision).
  2. Unpacking the problem space- understanding customer journeys and business model and value propositions.
  3. Service Blueprints.
  4. Service Prototyping and testing.
  5. Q & A
Learning Objectives

By the end of this course, participants will be able to:

  1. Grasp the Service Design business case: Understand the strategic rationale behind Service Design and its unique value proposition, differentiating it from and enhancing UX Design efforts.
  2. Define comprehensive Customer Journeys: Effectively define customer journeys, touchpoints, and cross-channel interactions that underpin exceptional service delivery.
  3. Master Service Blueprint creation: Develop proficiency in creating Service Blueprints that holistically visualize service processes, facilitating optimized design and enhanced experiences.
  4. Test and refine Service Prototypes: Embrace the iterative process of testing and refining service prototypes, ensuring they align with user needs and deliver seamless experiences.
  5. Extend digital and service touchpoints: Learn how to blend digital and service interfaces, enabling cross-channel experiences catering to customers and employees.

Essential Details
  • Duration: 12 hours spread over 4 days.
  • Format: Customized blend of online and in-person sessions.
  • Interactive: Tailored to address your unique service design challenges.
  • Participants: Up to 40 individuals (online) or 25 (in-person).
Who Should Take This Course

This course is for all internal stakeholders involved in management, design and delivery of cross-channel services or product-services.

  • UX teams
  • Business Leaders
  • Product Managers
  • IT Leaders


Participants will benefit from Ethnography, Journey Mapping and Personas courses prior to or in conjunction with this course.

What our Students Say

Our team embarked on a Service Blueprint several months ago, and i wish we had taken this course first. Now I feel more clear and equipped to support our Service Design work in the coming months and on future projects. Thank you. 
Lisa A., Project Manager
It was extremely helpful in getting our team to understand Service Design. The tools and templates are also a big help…I feel we can put them into action immediately.
Antonia V., Content Designer

About Your Trainer

Frank Spillers

CEO and Master UX Trainer @ Experience Dynamics

Frank Spillers is the founder of Experience Dynamics, a leading UX consulting firm with Fortune 500 clients around the world. For 25 years, Frank has been an internationally respected speaker, author, UX Leader, and Inclusive Design educator. He is a world expert in improving the design and user experience of products, experiences, and services. He leads consulting projects at Experience Dynamics as well as teaching monthly at his UX Inner Circle and with the Interaction Design Foundation, the largest design school. 

Frank Spillers

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