Service Design- orchestrating journeys from blueprints to delivery

Service Design- orchestrating journeys from blueprints to delivery

Service Design is a Human-Centered Design approach to identifying and fixing inefficiency and disconnects in service or product-service delivery. Service Design helps by a) Identifying broken systems (eg. customer service/product experiences or interfaces; workflow, processes, and procedures; IT/ Operations systems/data; )…and, b) Improving inefficiency, friction, and wasted opportunities to connect employees or systems more deeply with customer needs and experiences across channels equally.

Learning how to use Service Design tools and techniques to improve customer experiences and improve business processes, procedures, and efficiency improvements that make services better. 

This full-day course starts with identifying broken journeys and then building service blueprints to the all critical implementation of service innovations or interfaces across all channels and touchpoints. 

Who's taken this course? 3,000 students to date. 

1. Tackling Service Design 

• Managing UX Design and Service Design under one group/ project/ process (roles, jobs, and process precision)
• Making the business case for Service Design
• Business Model Canvas workshop guidance
• Defining and deriving Value: Co-Value and Co-Creation
• Systems Thinking essentials for Service Design projects
• Agile service design and delivery

2. Unpacking the problem space

• Ethnography across channels (virtual Ethnography and in-person)
• Conducting Service Safaris and 3 more Lean Service Design techniques
• Positioning Personas and Journey Maps
• Journey Mapping workshop guidance
• Touchpoints, Moments, and Interactions

3. Service Blueprinting

• Value co-creation in ‘backstage’ (backend) systems
• Mapping your Ecosystem
• Stakeholder Mapping
• Building the Service Blueprint: workshop guidance

4. Prototyping and Testing your Service Experience 

• Representing services: Blueprint to prototype
• Prototype skills for service design situations
• Intangible services and service artifact 

5. Service Deployment and Measurement

• Service implementation: basics to advanced problem-solving
• Service delivery team role and tasks
• Measuring service success
• Creating a Service transformation culture