Agile Service Design At Scale
This online course will give you both a strategic and practical working knowledge of how Service Design can be applied and scaled in complex transformation environments where the organisation is using agile principles.
About the Facilitator and Online Tutor
FREE PREVIEWA message from the instructor
How to use this course
How did we get here
Video - What is Service Design?
Scaling Innovation
Design Thinking
Empathy - Designing For People
The Change Imperative
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
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
The Future of Service Design