About this course
ARE YOU LOOKING TO UNDERSTAND AND LEVERAGE SERVICE DESIGN AND DESIGN THINKING SO THAT YOU CAN CREATE BETTER QUALITY PRODUCT AND SERVICE EXPERIENCES FOR YOUR CUSTOMERS?
The best products and services emerge from a creative and iterative approach to defining, exploring and testing problems and opportunities. Our Service Design & Design Thinking course introduces the principles, tools, and techniques that underpin any successful service or product initiative. Bringing together elements of lean, agile and design thinking, this process encourages experimentation, continuous learning, adapting quickly and focusing on value so that you build the right solutions in the right way. You will interactively walk through a design thinking process and learn how to apply it in your own context.
What you will gain
A Service Design & Design Thinking digital badge will be available upon successful completion of the course from Skills Development Group.
This course will contribute 14 PMI® professional development units (PDUs) towards your chosen certification (10 Ways of Working, 2 Power Skills and 2 Business Acumen).
What you will learn
- What is service design and design thinking and how it applies across a wide variety of challenges and opportunities.
- How design thinking tangibly increases your organisational value.
- How to explore the needs, motivations, and behaviours of users.
- Service design and design thinking tools and techniques.
- How to prepare and conduct user research.
- How to test your design.
- Using the 5-step design sprint process and different techniques that can be applied at each step.
What you need
There are no prerequisites for the Service Design & Design Thinking class.
This course is great for
- Product managers, leaders, strategists and designers who are responsible for product and service delivery.
- Product team members, including Product Owners and Business Analysts who are working on product or service teams.
- Anyone interested in learning and applying service design and design thinking to their products and services.
Topics Covered
Service Design Defined
- Core Service Offerings
- Service Design Principles
Design Thinking Explained
- Design Terminology
- Solving Wicked Problems
- Mapping the Service Ecosystem
- Design Thinking Mindsets
- Design Thinking Process
Research & Empathise
- Start with the Customer
- Personas
- Empathy Maps
- User Research
- Customer Interviews
Define
- Initiative Canvas
- Opportunity Pitch
- Customer Journey
- Service Blueprints
- How Might We?
- Understanding & Identifying Value
Ideate
- Brainstorming
- Prioritisation
Prototype
- Prototype Iteration
Validation & Test
- Experiments
- Assumptions Mapping
- Prototype Evaluation
