Course curriculum

  • 1

    How to use this course

  • 2

    Digital Transformation and Innovation at Scale

    • How did we get here

    • Video - What is Service Design?

    • Scaling Innovation

    • Design Thinking

    • Empathy - Designing For People

    • The Change Imperative

  • 3

    Designing Services

    • What is service design?

    • Defining Service Design

    • Case Study: Tesco service design initiative

    • Researching Service Experiences - Service Safaris

    • Empathy Maps

    • As-is Scenario Map

    • Using the Value Proposition Canvas

    • Need Statements

    • 'How might we...' Statements

    • Creating Service Blueprints

    • Prototyping Products and Services

  • 4

    Research and Design Operations

    • Operationalising Design

    • The Ps of Operations

    • The Design Operations Canvases

    • People - Teams, Leadership and Onboarding

    • People - Mapping Skills and Casting Teams

    • People - Working With Stakeholders & Influencers

    • Practices - Working and Collaborating at Scale

    • Products - Tools and Toolchains

    • Process - From Research to Implementation

    • Performance - Measuring Our Impact

    • Performance - Objectives and Key Results

    • Performance - Design Governance

    • Process - Design Systems

  • 5

    The Future of Service Design

    • The Future of Service Design