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Service Design Training Guide

This document provides an overview of service design and design thinking for services. It describes service design as a way to apply design thinking principles to services in order to improve customer experience. The document outlines key concepts of service design including empathy, iterative design, and cross-functional collaboration. It also describes several tools used in service design like journey mapping, prototyping, and blueprinting to design customer experiences. The goal is to provide a crash course introduction to service design and the basic methods and tools used.

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Priyanka Rani
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355 views3 pages

Service Design Training Guide

This document provides an overview of service design and design thinking for services. It describes service design as a way to apply design thinking principles to services in order to improve customer experience. The document outlines key concepts of service design including empathy, iterative design, and cross-functional collaboration. It also describes several tools used in service design like journey mapping, prototyping, and blueprinting to design customer experiences. The goal is to provide a crash course introduction to service design and the basic methods and tools used.

Uploaded by

Priyanka Rani
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Service Design

Design Thinking for Services


Description

Service Design means Design Thinking for Services. Service Design, or Experience Design, CX, UX
or what ever you might call it is not just about thinking: Design in general is an act of doing.

Great customer experience needs a common language across disciplines to break down the silos
within an organization. Service Design provides a consistent model and toolset for accomplishing
this.

Service Design is for everyone who is interested in customer experience, innovation, and
collaborative creating. It is for people working in an organization who want to create better or even
new offerings; it is for you who want to find new ways to connect operational silos and work together
more painlessly by using a "language" and toolset that everyone in an organization can understand;
and it is also for you who might want to run, lead or participate in co-creative group sessions where
people work together more effectively and enjoyably.

This Service Design PPT training presentation introduces the key concepts and principles of Service
Design, and the basic methods and tools of Service Design. It includes personas, journey maps,
service prototypes, service blueprint, stakeholder map and last but not least, the business model
canvas.

Structured as a Service Design crash course, this guide is useful for Service Design Thinking
coaches/facilitators who want to focus the workshop more on hands-on experiential learning and
less time on theory or lecture.

You may use the material to conduct a two-hour, half-day or full-day workshop and focus on any
combination of tools depending on your training needs. This workshop guide includes templates of
service design tools, as well as suggested facilitation techniques.

Note: This training package includes:


1. Service Design PPT training presentation and templates (PowerPoint format)
2. Design Thinking poster (PDF format, in color and monochrome, printable in A3 size)

Learning Objectives

1. Acquire knowledge on the key concepts and principles of service design


2. Explore the basic methods and tools of service design
3. Develop skills in the application of service design methods and tools through workshop
practice

Contents

1. Introduction to Service Design


 The Era of Smart Customers
 Why Service Design?
 What is Service Design?
 Mindset of a Traditional Service Design Thinker
 Traditional Thinking vs. Design Thinking
 What Service Design Is Not
 The Different Perspectives of Service Design
 Mindset of a Systems Thinker
 The Combination of Systems Thinking & Design Thinking
 The Service Design Attitude
 Two Approaches to Problem Solving
 Left Brain vs. Right Brain
 Divergent & Convergent Thinking
 What Do Service Designers Do?
 The Three Lenses of Human-Centered Design
 The Five Phases of Design Thinking
 Principles of Service Design
 The Twelve Commandments of Service Design Doing

2. Basic Methods & Tools of Service Design


 Basic Service Design Tools
 Tools vs. Methods
 Research Data
 Personas
 Empathy Map
 Journey Maps
 Touchpoints vs. Channels
 Moments of Truth
 Service Prototypes
 Prototyping & Storytelling
 Physical & Paper Prototypes
 Prototypes of Digital Artifacts & Software
 Acting As Prototyping
 Service Evidences
 Service Blueprint
 System Maps
 Stakeholder Maps
 Value Network Maps
 Ecosystem Maps
 Value Proposition Canvas
 Business Model Canvas

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