Free Course: What is Service Design? by Daniele Catalanotto
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3.5 Recommended course: What is the Service Design Process

Free Course: What is Service Design? / 3. What do Service Designers do?

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Free Course: What is Service Design?

Discover what Service Design and why it is powerful to enhance the customer experience

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Table of contents

Free Course: What is Service Design?

by Daniele Catalanotto
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Introduction Introduction
Draft 🛑 This is a beta version
Draft 🛑 This is a beta version
Draft What you'll learn in this course
Draft What you'll learn in this course
Draft Why I created this course
Draft Why I created this course
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1. What is Service Design 1. What is Service Design
Draft Introduction
Draft Introduction
Draft 1.1 What is a Service?
Draft 1.1 What is a Service?
Draft 1.2 Why are services important?
Draft 1.2 Why are services important?
Draft 1.4 Recommend tool: Services and value added (% of GDP)
Draft 1.4 Recommend tool: Services and value added (% of GDP)
Draft 1.3 What is Design?
Draft 1.3 What is Design?
Draft 1.4 So, what the fuck is Service Design?
Draft 1.4 So, what the fuck is Service Design?
Draft 1.5 Three definitions of Service Design
Draft 1.5 Three definitions of Service Design
Draft 1.6 Recommended reading: The online debate about what service design is
Draft 1.6 Recommended reading: The online debate about what service design is
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2. Where does Service Design come from? 2. Where does Service Design come from?
Draft Introduction
Draft Introduction
Draft 2.1 The mothers of Service Design
Draft 2.1 The mothers of Service Design
Draft 2.2 Recommended reading: Designing Services That Deliver by Lynn Shostack
Draft 2.2 Recommended reading: Designing Services That Deliver by Lynn Shostack
Draft 2.3 The Service Design family
Draft 2.3 The Service Design family
Draft 2.4 Design Thinking, the grandpa
Draft 2.4 Design Thinking, the grandpa
Draft 2.5 User Experience Design, the digital brother
Draft 2.5 User Experience Design, the digital brother
Draft 2.6 Experience Design, the Service Design twin
Draft 2.6 Experience Design, the Service Design twin
Draft 2.7 Customer Experience, the brother of Service Design
Draft 2.7 Customer Experience, the brother of Service Design
Draft 2.8 Many members, one purpose
Draft 2.8 Many members, one purpose
Draft 2.9 Five important Service Design dates
Draft 2.9 Five important Service Design dates
Draft 2.10 Recommended Book: A tiny Service Design History
Draft 2.10 Recommended Book: A tiny Service Design History
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3. What do Service Designers do? 3. What do Service Designers do?
Draft Introduction
Draft Introduction
Draft 3.1 Research: Understand what people want or need
Draft 3.1 Research: Understand what people want or need
Draft 3.2 Sense-Making: Summarize what they have learned
Draft 3.2 Sense-Making: Summarize what they have learned
Draft 3.3 Ideation: Come up with 100 new fancy solutions
Draft 3.3 Ideation: Come up with 100 new fancy solutions
Draft 3.4 Prototyping and testing: Build new solutions for testing
Draft 3.4 Prototyping and testing: Build new solutions for testing
Draft 3.5 Recommended course: What is the Service Design Process
Draft 3.5 Recommended course: What is the Service Design Process
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4. The impact of Service Design 4. The impact of Service Design
Draft Introduction
Draft Introduction
Draft 4.1 Double your sales with Service Design
Draft 4.1 Double your sales with Service Design
Draft 4.2 90% shorter processing times
Draft 4.2 90% shorter processing times
Draft 4.3 30% more young clients
Draft 4.3 30% more young clients
Draft 4.4. Recommended reading: 40+ case studies on the impact of Service Design
Draft 4.4. Recommended reading: 40+ case studies on the impact of Service Design
Draft 4.5 Case studies from the Service Design Network
Draft 4.5 Case studies from the Service Design Network
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5. The tools and methods of Service Designers 5. The tools and methods of Service Designers
Draft Introduction
Draft Introduction
Draft 📌 5.1 Tools for the research task
Draft 📌 5.1 Tools for the research task
Draft Interviews
Draft Interviews
Draft Mystery Shopping
Draft Mystery Shopping
Draft Observation
Draft Observation
Draft Shadowing
Draft Shadowing
Draft 📌 5.2 Tools for the sense-making task
Draft 📌 5.2 Tools for the sense-making task
Draft The five why
Draft The five why
Draft Affinity sorting
Draft Affinity sorting
Draft Service Blueprint
Draft Service Blueprint
Draft 📌 5.3 Tools for the ideation task
Draft 📌 5.3 Tools for the ideation task
Draft Crazy 8
Draft Crazy 8
Draft The Fast Idea Generator
Draft The Fast Idea Generator
Draft Silent Brainstorming
Draft Silent Brainstorming
Draft 📌 5.4 Tools for the prototyping and testing tasks:
Draft 📌 5.4 Tools for the prototyping and testing tasks:
Draft Paper prototypes
Draft Paper prototypes
Draft Wizard of Oz' Prototypes
Draft Wizard of Oz' Prototypes
Draft 5.5 Recommended website: Service Design Tools
Draft 5.5 Recommended website: Service Design Tools
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6. The terminology that Service Designers use 6. The terminology that Service Designers use
Draft Introduction
Draft Introduction
Draft 6.1 What is a user?
Draft 6.1 What is a user?
Draft 6.2 What is a stakeholder?
Draft 6.2 What is a stakeholder?
Draft 6.3 What is a Channel?
Draft 6.3 What is a Channel?
Draft 6.4 What is a Touchpoint?
Draft 6.4 What is a Touchpoint?
Draft 6.5 What is an Experience?
Draft 6.5 What is an Experience?
Draft 6.6 What is a Customer Journey?
Draft 6.6 What is a Customer Journey?
Draft 6.7 What are the front and back ends/stages of a service?
Draft 6.7 What are the front and back ends/stages of a service?
Draft 6.8 What is a Nudge?
Draft 6.8 What is a Nudge?
Draft 6.9 What is a rational override?
Draft 6.9 What is a rational override?
Draft 6.10 Recommended tool: 400+ definitions of Service Design terms
Draft 6.10 Recommended tool: 400+ definitions of Service Design terms
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7. Who does Service Design? 7. Who does Service Design?
Draft Introduction
Draft Introduction
Draft 7.1 Three smart service designers to know
Draft 7.1 Three smart service designers to know
Draft 7.2 Recommended tools: Map of Service Design practitioners
Draft 7.2 Recommended tools: Map of Service Design practitioners
Draft 7.3 Recommended tools: List of the Service Design Network Members
Draft 7.3 Recommended tools: List of the Service Design Network Members
Draft 7.4 Three service design agencies to know
Draft 7.4 Three service design agencies to know
Draft 7.5 Recommended tool: Map of Service Design companies
Draft 7.5 Recommended tool: Map of Service Design companies
Draft 7.6 Recommended tool: List of the Service Design Network Organizations
Draft 7.6 Recommended tool: List of the Service Design Network Organizations
Draft 7.7 Three service design schools to know about
Draft 7.7 Three service design schools to know about
Draft 7.8 Three Service Design communities to know
Draft 7.8 Three Service Design communities to know
Draft 7.9. Recommended website
Draft 7.9. Recommended website
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Going further Going further
Draft Bravo!
Draft Bravo!
Draft Service Design Magazine
Draft Service Design Magazine
Draft Service Design Books
Draft Service Design Books
Draft Your next online course with a 🎁
Draft Your next online course with a 🎁
Draft A little thank you note
Draft A little thank you note
Draft Licence
Draft Licence
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