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Fundamentals of Service Design
Design joined-up services and create great customer experiences that close the gap between customer expectations and perceptions.
Course description
This one-day course will introduce you to service design and arm you with techniques to measure and improve service quality across digital and physical touchpoints.
You will leave with an understanding of service design principles and how to apply them using a suite of tools, including service blueprints and customer experience maps.
It’s fun, it’s interactive, you will meet interesting people to exchange ideas and experiences with, and you will leave with techniques to employ, whether you’re improving an existing service or designing one from scratch.
Is it for you?
If you’re desperate to understand what makes your customers tick, how to make your service stand out in a crowd and create customer loyalty, this course is for you!
Participants are typically User Experience Managers, Creatives, Brand Managers and Designers.
What you will learn
Topics covered in the course include:
- The key principles of service design thinking
- Co-creation techniques
- The roles of an effective service designer
- How to know what makes a good service by examining service quality dimensions
- How to improve customers’ service perceptions
- How to practice empathy
- Methods to use including expectation mapping, service blueprints, contextual interviews and business origami
- Hands-on practical activities
Learning objectives
After completing the course, you will be able to:
- Understand the fundamentals of service design thinking and how to apply them
- Describe the sources and effects of expectations on customers’ perceptions of services
- Understand the key service differentiators needed to gain loyal customers
About this course
Duration: 1 day
Time: 09:30-17:15
Venue: Remote training
Price: £495 (excl. VAT)
We will provide course materials and a certificate of completion.
Book your place
Remote training – places available:
Thur 22nd October 2020
Remote training – places available:
Tues 15th December 2020
About your trainer
Mila is an experienced consultant who has led a wide variety of Service Design projects for clients like Google, British Library and NHS. Specialisms include conducting primary and secondary research, facilitating service design workshops with stakeholders and co-creation labs with users, modelling research findings into visual design deliverables such as personas, service design blueprints, user journey, stakeholders and eco-system maps.
Previously, she has worked on a number of complex systems projects such as building the UK’s first plastic citizen-consumers’ personas, reviewing RNIB value proposition and service design strategy, and conducting research for What Design Can Do global challenges on climate change and clean energy, to name a few.
For the last 4 years, Mila has also been co-organising London service design events such as Global Service Jams and the Fringe Festival. She is part of SDN and Service Design Days networks. And has delivered a number of talks on Service Design Research and Digital sustainability.
A really good balance of presentation and interactive exercises. The content was varied and thorough and exceeded its promise of teaching the fundamentals. Aimee’s presentation skills are excellent and her teaching style was friendly, confident and inclusive.
Our trainer was enthusiastic and engaging. I liked the breakout sessions and having the ability to work in teams to explore different ideas.
Gemma Barnes
Senior UX Designer, Quba
Kaylie Mitten
Digital Product Manager, RSA
The Venue
Bunnyfoot Ltd (London)
54 St John’s Square,
Farringdon,
London,
EC1V 4JL
We’re based in the heart of Clerkenwell, just a 5 minute walk from Farringdon mainline railway and underground stations.
