A little thank you note

A little thank you note


As usual, in my online courses and books I want to take the time to thank a few people.

The first person I want to thank is you! Yes, you the person who is reading this.


I’m very honored that you took all this personal time to follow this little course. Each new student that starts or finishes a course like this is like a new gift, and a real motivation booster for me. Thank you so much for this.


Since I tend to sometimes be a bit romantic, and because she inspires a lot of the examples I give in this course, I want to thank my wife, Joëlle. Her support is amazing! Without her, I’m not sure any of these courses or books would be out there.


I would also like to thank Loris Olivier who created the wonderful branding and custom fonts that I use in the print version of this book. Loris is an extremely talented designer, whose help and feedback are extremely valuable to me.


The last thank you note goes to the amazing editor from the Papertrue team who corrected all my funny English mistakes. Thanks for making this course readable by humans.

Free Course: What is Service Design?

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Introduction

  • 🛑 This is a beta version8
  • What you'll learn in this course
  • Why I created this course17

1. What is Service Design

  • Introduction2
  • 1.1 What is a Service?15
  • 1.2 Why are services important?3
  • 1.4 Recommend tool: Services and value added (% of GDP)8
  • 1.3 What is Design?11
  • 1.4 So, what the fuck is Service Design?15
  • 1.5 Three definitions of Service Design7
  • 1.6 Recommended reading: The online debate about what service design is1
  • Recommended fun moment: What is service design? – Cartoon 8

2. Where does Service Design come from?

  • Introduction2
  • 2.1 The mothers of Service Design6
  • 2.2 Recommended reading: Designing Services That Deliver by Lynn Shostack7
  • 2.3 The Service Design family2
  • 2.4 Design Thinking, the grandpa3
  • 2.5 User Experience Design, the digital brother2
  • 2.6 Experience Design, the Service Design twin4
  • 2.7 Customer Experience, the brother of Service Design2
  • 2.8 Many members, one purpose2
  • 2.9 Five important Service Design dates6
  • 2.10 Recommended Book: A tiny Service Design History4

3. What do Service Designers do?

  • Introduction2
  • 3.1 Research: Understand what people want or need2
  • 3.2 Sense-Making: Summarize what they have learned2
  • 3.3 Ideation: Come up with 100 new fancy solutions
  • 3.4 Prototyping and testing: Build new solutions for testing2
  • 3.5 Recommended course: What is the Service Design Process3

4. The impact of Service Design

  • Introduction5
  • 4.1 Double your sales with Service Design2
  • 4.2 90% shorter processing times1
  • 4.3 30% more young clients3
  • 4.4. Recommended reading: 40+ case studies on the impact of Service Design6
  • 4.5 Case studies from the Service Design Network5

5. The tools and methods of Service Designers

  • Introduction2
  • 📌 5.1 Tools for the research task
  • Interviews2
  • Mystery Shopping1
  • Observation1
  • Shadowing2
  • 📌 5.2 Tools for the sense-making task
  • The five why9
  • Affinity sorting
  • Service Blueprint6
  • 📌 5.3 Tools for the ideation task
  • Crazy 82
  • The Fast Idea Generator2
  • Silent Brainstorming4
  • 📌 5.4 Tools for the prototyping and testing tasks:2
  • Paper prototypes3
  • Wizard of Oz Prototypes5
  • 5.5 Recommended website: Service Design Tools3

6. The terminology that Service Designers use

  • Introduction
  • 6.1 What is a user?2
  • 6.2 What is a stakeholder?2
  • 6.3 What is a Channel?
  • 6.4 What is a Touchpoint?2
  • 6.5 What is an Experience?4
  • 6.6 What is a Customer Journey?10
  • 6.7 What are the front and back ends/stages of a service?4
  • 6.8 What is a Nudge?4
  • 6.9 What is a rational override?4
  • 6.10 Recommended tool: 400+ definitions of Service Design terms11

7. Who does Service Design?

  • Introduction4
  • 7.1 Three smart service designers to know
  • 7.2 Recommended tools: Map of Service Design practitioners2
  • 7.3 Recommended tools: List of the Service Design Network Members2
  • 7.4 Three service design agencies to know6
  • 7.5 Recommended tool: Map of Service Design companies
  • 7.6 Recommended tool: List of the Service Design Network Organizations
  • 7.7 Three service design schools to know about16
  • 7.8 Three Service Design communities to know10
  • 7.9. Recommended website

Going further

  • Bravo!6
  • Service Design Magazine1
  • Service Design Books2
  • Your next online course with a 🎁2
  • A little thank you note38
  • Licence53