Service Design for the Real World: A Practical Introduction
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
- Some familiarity with the very basics of Service Design (e.g. you've participated in a Service Design session or have read a few articles) is helpful but not required.
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
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 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.
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.