Course mode: Self-study
Course materials: 27 videos, over 3,5 h of video material, coursebook: Practical Access to Service Design, 1 quiz. Estimated total study time 135 h
Targeted to: Everyone interested in developing their essential skills and techniques in service design. The course does not require prior knowledge of service design thinking.
The course examines how design can transform the experience and value of services, making them compelling to users, as well as attractive and profitable for the organizations that deliver them. It educates students in customer-centric design thinking and in the very latest techniques and tools of Service Design. Students learn how to design service processes in order to create servicescapes that enhance the overall guest experience. The participants are expected to watch all the video content of the course instructors under each module, read the coursebook and then take the quiz. The quiz can be taken 3 times and we recommend that participants watch the videos and read the course book until they feel they master the topic.
Upon successful completion of this course, participants will be familiar with:
The course consists of the following modules with each module having a number of lessons under its umbrella theme:
1. Introduction to customer-centric service development
2. What do we need service design for?
3. What is service design?
4. The 8 key characteristics of service design
5. What does service design look like?
6. Case: Cardboard hospital
7. Service design process
1. What is SD Understanding all about?
2. Method: Interview and survey
3. Method: Observation
4. Case: SeaLife
5. Method: Participatory workshops, make tools, probes
1. What does “Thinking and aligning” mean?
2. Method: Affinity Diagram
3. Method: Service path
4. Method: Blueprint
5. Method: User profiles and personas
6. Method: Design drivers
7. Summary of Understanding & Thinking phases
1. Ideation requires creativity
2. Where do ideas come from
3. Divergent thinking & traps to avoid
4. Tools for creating ideas
1. Convergent thinking & filtering
1. Intro and theoretical framework
2. Examples of prototypes, part 1
3. Examples of prototypes, part 2
Support for implementation and concluding remarks
Service Design will give you tools to lead a service design team in your organization, tools to develop your business, and tools for customer-oriented product and service development.
You may buy the course by adding it to the shopping cart on this page. You can pay with a credit card, bank transfer, or in-company purchases request for an invoice. You will receive an e-mail confirmation of your order. It contains all relevant data on your purchase.
If you’re ordering the course for multiple users, you will be contacted after your purchase. Credentials to each user will be sent via personal email after verification of your payment.
If you make a company purchase and wish to be billed, you will be contacted. You will receive your credentials to use the course upon payment of the bill. If you have any questions or inquiries, do contact us at email@example.com
After we have verified your payment, you will be sent credentials for the log-in to the learning environment, where you will conduct your studies. In the learning environment, you will find all your study materials, which are available for you for 9 months.
You may study at your own phase and return to study materials at any time you wish.
Dr. Teemu Moilanen is the Head of R&D. Dr. Moilanen is Service Design Master Trainer accredited by Service Design Network (SDN), the world's largest community of Service Designers. He has participated in different roles to 100+ service design projects, ranging from airlines to shopping malls and from hotels to healthcare.
Dr. Mário Passos Ascenção is a Principal Lecturer. He is a Certified Experience Expert by the Lapland Centre of Expertise for the Experience Industry (now House of Lapland), an Accredited Service Design Master Trainer by the Service Design Network (SDN), and a Certified Facilitator of LEGO® SERIOUS PLAY® method by the Association of Master Trainers. He is also a Certified Hospitality Educator (CHE®) and a Certified Guest Service Professional (CGSP®) by the American Hotel & Lodging Educational Institute.