Looking to break down organisational silos and design great customer facing services?

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We know! Services are tricky.

They not a single product we can touch and feel and easily improve, but rather a range of touchpoints, that your customers experience over minutes, days or months. Services are often delivered by different parts of the organisation and it can be a daunting task to try and improve them. Where do you even start?

In PeakXD's 2 day service design course we will guide you through the phases of a service design with lots of hands on activities, group exercises and tips for facilitating these processes, so you can put it to work in your own organisation!

You will learn techniques such as Customer Journey mapping, problem framing, concept ideation and service blueprinting and the practical guidance as to how you work collaboratively across silos.

What you'll learn at our 2-Day Service design course

Introduction to Service Design

  • Understand the basic concepts of Human Centred Design, UX and Service Design.
  • Understand the key stages of the service design approach and know what methods to apply when.
  • Identify intentionally and unintentionally designed services in own organisation.

Business goals

  • Understand the importance of establishing understanding of the business and service objectives
  • Write a business stakeholder interview guide
  • Conduct a business stakeholder interview

Discovery and analysis

  • Define research objectives & research methods.
  • Design a research approach to address research objectives
  • Write an interview guide and conduct a user interview
  • Understand how to analyse a user interview and pull out key insights
  • Understand the process of create a customer Journey Map based on research with users

Problem framing

  • Understand how to reframe the problem based on new understanding from research
  • Ability to create ‘How might we…” statements that aligns with the scope of the project

Concept generation

  • Understand the value of idea generation and concept generation
  • Understand key elements in a co- creation workshop
  • Use ‘How might we..’ statements to generate new concepts
  • Techniques for presentation and critique

Prototypes

  • Understand common types of prototypes
  • Understand ways to prioritise ideas to prototype
  • Build a prototype Understand methods for generating a prototype

Testing your ideas

  • The value of testing your ideas with users

Sharing the vision

  • Understand the elements in a service blueprint
  • How to use co-creation to map and design a service blueprint

Who is this course for?

This is a foundational service design course for anyone who works in the design of customer activities – novice service designers, UX or CX professionals, product managers, designers, project leaders, managers, business analysts, developers, or anyone interested in learning about service design and how they can implement service design tools and techniques into their workplace.

  • If you're a beginner you'll learn the fundamentals of service design and get a grip on all the service design terminology and best practice (what, how and when to use it).
  • If you're in a service design role, refresh & sharpen your human centred design skills and find the latest techniques & discover how service design can help your organisation.
  • If you're in a complimentary role (like UX or business analysis) get a better grasp of service design principles, design thinking, service design approaches & tools.
  • If you're a manager discover the power of service design and how it can be adopted into your organisation.
Tania

Meet Tania ...

Trainer and principal

  • 20 year's experience as a user experience practitioner
  • Highly regarded and experienced trainer
  • Delivered UX training to over 1,500 participants
  • Founded PeakXD in 2003 - a leading Australian UX consultancy
  • Enjoys sharing UX stories from the trenches
  • Is passionate about UX and is a highly regarded industry leader

Pricing & registration options

Day 1: Customer research and journey mapping – Discover and Define

  • The concepts of Human Centred Design, UX and Service Design
  • Key stages of the Service Design approach and know what methods to apply when.
  • The importance of establishing understanding of the business and service objectives.
  • How to analyse a user interview and pull out key insights
  • The process of creating a customer Journey Map based on research with users
  • How to reframe the problem based on new understanding from research

$747

+ GST = $821.70

Day 2: Ideation, prototyping and blueprinting - Develop and Deliver

Recommended for those who have already completed our 3 day UX Design course

  • Creating and using ‘How might we…” statements that align with the scope of the project
  • Value, purpose and techniques of concept generation
  • The types of prototypes and how to build them, and prioritising what to prototype
  • Testing your ideas, the value of testing your ideas with users
  • Service blueprinting - understanding the elements and how to co-create to map and design a service blue print.

$747

+ GST = $821.70

Attend both days

& Save

$1447

+ GST = $1,591.70

2019 Courses

City

Melbourne

14 - 15 AUGUST 2019

Jasper Hotel 489 Elizabeth St Melbourne VIC 3000. Australia

Service Design & Journey Mapping (Melbourne)

Brisbane

21 - 22 AUGUST 2019

Park Regis North Quay 293 N Quay Brisbane City QLD 4000. Australia

Service Design & Journey Mapping (Brisbane)

Canberra

3 - 4 SEPTEMBER 2019

Dialogue Business 4 National Circuit Barton, ACT 2600. Australia

Service Design & Journey Mapping (Canberra)

Your Office

IN-HOUSE TRAINING

  • Hands on activities: all of our courses have hands on activities and group exercises to accompany the theoretical course components.
  • 81% of students said that User Centered Design tools and techniques were ‘quite useful’ or ‘extremely useful’ in their workplace.

Contact us for a quote