Service Design for the Real World: A Practical Introduction

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Patrick Bach (He/Him),Chelsea Omel (she/her),Markus Grupp (he/him)

7:01:30

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1 - INTRODUCTION TO SERVICE DESIGN

1 - Course Welcome Meet Your Instructors.mp4

02:22

1 - Section-I-Introduction-to-Service-Design.pdf

2 - What is a service.mp4

02:54

3 - Parts of a Service.mp4

10:32

4 - Why Service Design.mp4

03:25

5 - Service Design Methodology.mp4

08:48

6 - Service Design Case Study.mp4

09:30

7 - Q&A.mp4

09:07

2 - RESEARCH & DISCOVERY

8 - Creating a Shared Understanding.mp4

09:08

8 - Section-II-Research-Discovery.pdf

9 - Research Overview.mp4

10:43

10 - Research Basics & Logistics.mp4

16:09

11 - Synthesis.mp4

06:44

12 - Writing an Insight.mp4

08:26

13 - Q&A.mp4

04:22

3 - IDEATION

14 - Section-III-Ideation.pdf

14 - What is Ideation.mp4

00:52

15 - How Our Brains Work.mp4

04:13

16 - Structured Ideation Techniques.mp4

06:13

17 - Creating the Conditions for Great Ideation.mp4

07:05

18 - Facilitating Ideation.mp4

04:34

19 - Prioritizing & Selecting Ideas.mp4

05:51

20 - Q&A.mp4

04:39

4 - PROTOTYPING & TESTING

21 - Section-IV-Prototyping-Testing.pdf

21 - What is Prototyping.mp4

02:02

22 - Why Prototype.mp4

09:26

23 - What to Prototype.mp4

04:32

24 - Prototyping Techniques.mp4

11:40

25 - Testing Your Prototypes.mp4

07:21

26 - Q&A.mp4

02:33

5 - STAKEHOLDER MANAGEMENT

27 - Establishing Trust.mp4

09:55

27 - Section-V-Stakeholder-Management.pdf

28 - Mapping Your Stakeholders.mp4

06:30

29 - Stakeholder Personas.mp4

14:58

30 - Q&A.mp4

02:57

6 - ARTIFACTS & DELIVERABLES

31 - Section-VI-Artifacts-Deliverables.pdf

31 - What is Mapping.mp4

05:41

32 - What is a Journey Map.mp4

05:07

33 - Creating a Journey Map.mp4

10:26

34 - What is a Service Blueprint.mp4

05:59

35 - Finding the Right Format.mp4

06:17

36 - Q&A.mp4

01:56

7 - BUSINESS MODELLING

37 - Section-VII-Business-Modelling.pdf

37 - Understanding the business model.mp4

04:17

38 - The Business Model Canvas.mp4

06:18

39 - Business Model Canvas Example.mp4

06:03

40 - Q&A.mp4

02:38

8 - BECOMING A SERVICE DESIGNER

41 - Section-VIII-Becoming-a-Service-Designer.pdf

41 - Service Design Core Skills.mp4

13:49

42 - Service Design Specialized Skills.mp4

05:39

43 - Where does Service Design live.mp4

04:13

44 - Getting a Service Design job.mp4

11:02

45 - Getting started.mp4

05:23

46 - Q&A.mp4

05:11

9 - RESOURCES & ACTIVITIES

47 - Activity Creating a Research Plan.mp4

38:05

48 - Activity Stakeholder Mapping.mp4

24:33

49 - Activity Ideation WarmUp.mp4

06:23

50 - Activity Ideation Techniques.mp4

21:13

51 - Activity Business Model Canvas.mp4

23:46

52 - Additional reading & resources.html

52 - Service-Design-for-the-Real-World-Further-Reading.pdf

Description

Industry experts share the content we wish we'd had when we were getting started

What You'll Learn?

An overview of the end-to-end Service Design process and methodology
Key considerations and practical tips for applying Service Design in an organizational context
The basics of qualitative customer research and synthesis
How to use lo-fi prototypes to validate concepts and ideas
Effective ideation techniques & facilitation
Stakeholder management for Service Design
The basics of developing journey maps, service blueprints and other artifacts
Business Model Canvas for Service Design
How to prepare for a job in Service Design

Who is this for?

Anyone interested in learning more about Service Design and how to apply it in an organizational setting

UX Designers looking to expand their skills

Students interested in jobs related to Service Design, human-centred design or innovation

Working professionals interested in making a transition to a Service Design role or collaborating with Service Design teams

More details

Description
This is the course we wish we had when we started our Service Design careers.
Tools and frameworks alone won't make you a great Service Designer. Most Service Design happens within existing companies and organizations. By understanding the real challenges and barriers to putting Service Design into practice you will be better prepared for the reality of actually doing the work. This is one of the only courses that go beyond methodology alone to focus on how to apply Service Design in an organizational context.
This course includes:
A comprehensive introduction to the Service Design process
5 Recorded activities (we walk you through activity templates with pre-recorded facilitation)
A resource list to support your learning beyond this course
Learn from experienced industry professionals who have:
Established and scaled in-house Service Design teams in multiple companies across industries (Telecom, Insurance, Financial Services, Legal, and Retail)
Been recognized with the Service Design Global Network award
Been actively teaching and mentoring students and industry professionals in Service Design for 10+ years
Are regularly invited to speak at events, host workshops, and share their thoughts on the evolution and future of Service Design
At the end of this course you will:
Become deeply familiar with the overall Service Design methodology and be confident in your ability to speak to it.
Have a meaningful understanding of key phases of work in Service Design: Research, Ideation, Prototyping, and how they fit together as a process
Know how to clearly communicate the value of Service Design
Appreciate the importance of stakeholder management and organizational context when practicing Service Design
Learn what core skills and specialized skills you need to develop in order to succeed at landing your first role or further progressing in your career as a Service Designer
Who this course is for:
Anyone interested in learning more about Service Design and how to apply it in an organizational setting
UX Designers looking to expand their skills
Students interested in jobs related to Service Design, human-centred design or innovation
Working professionals interested in making a transition to a Service Design role or collaborating with Service Design teams

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Research Methods

Patrick Bach (He/Him)

Instructor's Courses

Patrick is an experienced design leader who has been focused on embedding and scaling design-led problem solving within large organizations for the last decade. Patrick has built Service Design & Behavioural Economics capabilities within different industries like Telecom, Insurance, and Financial Services.Patrick's leadership in the space of service design has been recognized. He's been invited to speak at several service design and customer experience conferences around the world, including the Global Service Design Conference. Patrick is a founding member of Service Design Canada and firmly believes that design is a team sport (and don't let anyone tell you otherwise!)

Chelsea Omel (she/her)

Instructor's Courses

Chelsea is multi-faceted innovation strategist and design consultant based in Toronto. She has led projects in service design, strategy and organizational transformation both in-house and as a consultant across a variety of sectors, including financial services, insurance, technology, public utilities, consumer packaged goods, and charities. She's established and grown internal service design and innovation teams at a major Canadian telecommunications firm, as well as a global accounting services firm.Combining a BA in Art History from Carleton University with an MBA from Rotman School of Management, Chelsea draws on her own interdisciplinary experiences to play the role of translator between diverse stakeholder groups. With real-life experience driving innovation initiatives within organizations, Chelsea has a deep understanding of what it takes to overcome barriers and change the way businesses incorporate design into their everyday practices.

Markus Grupp (he/him)

Instructor's Courses

I have held leadership roles in experience, product, and service design at Fortune 500 companies, leading design firms, and start-ups in Europe and Canada. Over the past decade, my teams and I have designed and delivered great customer and employee experiences by embedding human-centred design practices in large enterprises (and stumbling a lot along the way), including Indigo, TELUS, Rogers Communications and Orange/ France Telecom.

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