Course curriculum

    1. About the Facilitator and Online Tutor

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    2. A message from the instructor

    3. How to use this course

    1. What is service design?

    2. Case Study: Service Design at GOV.UK

    3. Service Design - working in an agile way

    4. About Agile Processes

    5. How did we get here

    6. Video - What is Service Design?

    7. Design Thinking

    8. Empathy - Designing For People

    9. The Change Imperative

    10. Scaling Service Design: A presentation by Pete Fossick at the Service Design Global Conference

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    1. Defining Service Design

    2. Case Study: Tesco service design initiative

    3. Integrating Service Design Practices in an Agile Environment

    4. Case Study: bp Energy

    5. Combing Agile Principles with Service Design Methods

    6. Case Study: Service Design and Agile Principles when designing the New EE

    1. Researching Service Experiences - Service Safaris

    2. Case Study: User Centred Design at GOV.UK

    3. The Importance of User-Centered Design in Service Design

    4. As-is Scenario Map

    5. Empathy Maps

    6. Stakeholder Mapping

    7. 'How might we...' Statements

    8. Need Statements

    1. Developing Omni-Channel Experiences

    2. Airbnb: A Case Study in Systems Thinking and Service Design

    3. Using the Value Proposition Canvas

    4. Mapping Touchpoints

    5. Customer Journey Mapping

    6. The Customer Journey Canvas

    7. What Are Service Blueprints?

    8. Case Study: Amazon

    9. Creating Service Blueprints

    10. Prototyping Products and Services

    1. The Future of Service Design

About this course

  • £55.00 first payment, £35.00 / month onwards
  • 38 lessons
  • 0 hours of video content