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Intro to Service Design

Online Campus


Past Locations for this Class

Intro to Service Design | Online

Online Campus


Past Locations for this Class

About this class

Service Design is one of the next big competitive advantages in business. With more than 80% of the businesses in the US being service-based, it is more important than ever before to have a thoughtfully-designed experience. This rapidly-growing practice is used by companies around the world, from large corporations to social enterprises to nonprofits using it to create value for their customers and organizations.

Learn about the practice of Service Design, focusing on the development of solutions with consideration to all channels and touch points, from both a user and organizational perspective.

This is a hands-on overview of the Service Design process, where you’ll learn the high-level approach with key tools and practices of Service Design.

You will learn about and practice the different phases of Service Design, rooted in Design Thinking and human-centered design:

  • Inspiration - gaining empathy and understanding the needs and pain points of your customers

  • Ideation - developing a range of ideas on how to create a solution to meet the needs of your customers

  • Prototyping - tools and tips on testing and iterating a service

  • Customer Journey - understanding the complete journey of your target customer, including before and after interaction with your service

  • Service Blueprinting - “front stage” interactions and “back stage” dependencies

This course is for anyone that has an interest in applying the design process to solve complex problems. An in-class exercise will help students experience the process.


Students will learn:

• How empathy-based research helps define real opportunities or challenges

• Ways to generate ideas and prototype solutions across a range of touchpoints

• Tools and approaches for designing and prototyping services

• Integrating the customer experience and the organizational capabilities needed to

successfully deliver that experience

• Building a culture of innovation in your team or organization

• Techniques on building your creative confidence to do all of the above!

Prereqs & Preparation

No prerequisites needed! Just bring your enthusiasm and be prepared to collaborate!

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