Shadowing
Shadowing
Free Course: What is Service Design?
Buy now
Learn more
Introduction
🛑 This is a beta version
8
What you'll learn in this course
Why I created this course
17
1. What is Service Design
Introduction
2
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 Design
7
1.6 Recommended reading: The online debate about what service design is
1
Recommended fun moment: What is service design? – Cartoon
8
2. Where does Service Design come from?
Introduction
2
2.1 The mothers of Service Design
6
2.2 Recommended reading: Designing Services That Deliver by Lynn Shostack
7
2.3 The Service Design family
2
2.4 Design Thinking, the grandpa
3
2.5 User Experience Design, the digital brother
2
2.6 Experience Design, the Service Design twin
4
2.7 Customer Experience, the brother of Service Design
2
2.8 Many members, one purpose
2
2.9 Five important Service Design dates
6
2.10 Recommended Book: A tiny Service Design History
4
3. What do Service Designers do?
Introduction
2
3.1 Research: Understand what people want or need
2
3.2 Sense-Making: Summarize what they have learned
2
3.3 Ideation: Come up with 100 new fancy solutions
3.4 Prototyping and testing: Build new solutions for testing
2
3.5 Recommended course: What is the Service Design Process
3
4. The impact of Service Design
Introduction
5
4.1 Double your sales with Service Design
2
4.2 90% shorter processing times
1
4.3 30% more young clients
3
4.4. Recommended reading: 40+ case studies on the impact of Service Design
6
4.5 Case studies from the Service Design Network
5
5. The tools and methods of Service Designers
Introduction
2
📌 5.1 Tools for the research task
Interviews
2
Mystery Shopping
1
Observation
1
Shadowing
2
📌 5.2 Tools for the sense-making task
The five why
9
Affinity sorting
Service Blueprint
6
📌 5.3 Tools for the ideation task
Crazy 8
2
The Fast Idea Generator
2
Silent Brainstorming
4
📌 5.4 Tools for the prototyping and testing tasks:
2
Paper prototypes
3
Wizard of Oz Prototypes
5
5.5 Recommended website: Service Design Tools
3
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 terms
11
7. Who does Service Design?
Introduction
4
7.1 Three smart service designers to know
7.2 Recommended tools: Map of Service Design practitioners
2
7.3 Recommended tools: List of the Service Design Network Members
2
7.4 Three service design agencies to know
6
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 about
16
7.8 Three Service Design communities to know
10
7.9. Recommended website
Going further
Bravo!
6
Service Design Magazine
1
Service Design Books
2
Your next online course with a 🎁
2
A little thank you note
38
Licence
53
Preview unavailable
You must log in or sign up to view this lesson.
Login
Sign up
Free Course: What is Service Design?
Buy now
Learn more
Introduction
🛑 This is a beta version
8
What you'll learn in this course
Why I created this course
17
1. What is Service Design
Introduction
2
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 Design
7
1.6 Recommended reading: The online debate about what service design is
1
Recommended fun moment: What is service design? – Cartoon
8
2. Where does Service Design come from?
Introduction
2
2.1 The mothers of Service Design
6
2.2 Recommended reading: Designing Services That Deliver by Lynn Shostack
7
2.3 The Service Design family
2
2.4 Design Thinking, the grandpa
3
2.5 User Experience Design, the digital brother
2
2.6 Experience Design, the Service Design twin
4
2.7 Customer Experience, the brother of Service Design
2
2.8 Many members, one purpose
2
2.9 Five important Service Design dates
6
2.10 Recommended Book: A tiny Service Design History
4
3. What do Service Designers do?
Introduction
2
3.1 Research: Understand what people want or need
2
3.2 Sense-Making: Summarize what they have learned
2
3.3 Ideation: Come up with 100 new fancy solutions
3.4 Prototyping and testing: Build new solutions for testing
2
3.5 Recommended course: What is the Service Design Process
3
4. The impact of Service Design
Introduction
5
4.1 Double your sales with Service Design
2
4.2 90% shorter processing times
1
4.3 30% more young clients
3
4.4. Recommended reading: 40+ case studies on the impact of Service Design
6
4.5 Case studies from the Service Design Network
5
5. The tools and methods of Service Designers
Introduction
2
📌 5.1 Tools for the research task
Interviews
2
Mystery Shopping
1
Observation
1
Shadowing
2
📌 5.2 Tools for the sense-making task
The five why
9
Affinity sorting
Service Blueprint
6
📌 5.3 Tools for the ideation task
Crazy 8
2
The Fast Idea Generator
2
Silent Brainstorming
4
📌 5.4 Tools for the prototyping and testing tasks:
2
Paper prototypes
3
Wizard of Oz Prototypes
5
5.5 Recommended website: Service Design Tools
3
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 terms
11
7. Who does Service Design?
Introduction
4
7.1 Three smart service designers to know
7.2 Recommended tools: Map of Service Design practitioners
2
7.3 Recommended tools: List of the Service Design Network Members
2
7.4 Three service design agencies to know
6
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 about
16
7.8 Three Service Design communities to know
10
7.9. Recommended website
Going further
Bravo!
6
Service Design Magazine
1
Service Design Books
2
Your next online course with a 🎁
2
A little thank you note
38
Licence
53