Looking to break down organisational silos and design great customer facing services?
We know! Services are tricky.
There is 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
Discovery and analysis
Testing your ideas
Sharing the vision
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.
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
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.