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