Free Course: What is Service Design?
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Introduction

🛑 This is a beta version
What you'll learn in this course
Why I created this course
1. What is Service Design

Introduction
1.1 What is a Service?
1.2 Why are services important?
1.4 Recommend tool: Services and value added (% of GDP)
1.3 What is Design?
1.4 So, what the fuck is Service Design?
1.5 Three definitions of Service Design
1.6 Recommended reading: The online debate about what service design is
Recommended fun moment: What is service design? – Cartoon
2. Where does Service Design come from?

Introduction
2.1 The mothers of Service Design
2.2 Recommended reading: Designing Services That Deliver by Lynn Shostack
2.3 The Service Design family
2.4 Design Thinking, the grandpa
2.5 User Experience Design, the digital brother
2.6 Experience Design, the Service Design twin
2.7 Customer Experience, the brother of Service Design
2.8 Many members, one purpose
2.9 Five important Service Design dates
2.10 Recommended Book: A tiny Service Design History
3. What do Service Designers do?

Introduction
3.1 Research: Understand what people want or need
3.2 Sense-Making: Summarize what they have learned
3.3 Ideation: Come up with 100 new fancy solutions
3.4 Prototyping and testing: Build new solutions for testing
3.5 Recommended course: What is the Service Design Process
4. The impact of Service Design

Introduction
4.1 Double your sales with Service Design
4.2 90% shorter processing times
4.3 30% more young clients
4.4. Recommended reading: 40+ case studies on the impact of Service Design
4.5 Case studies from the Service Design Network
5. The tools and methods of Service Designers

Introduction
📌 5.1 Tools for the research task
Interviews
Mystery Shopping
Observation
Shadowing
📌 5.2 Tools for the sense-making task
The five why
Affinity sorting
Service Blueprint
📌 5.3 Tools for the ideation task
Crazy 8
The Fast Idea Generator
Silent Brainstorming
📌 5.4 Tools for the prototyping and testing tasks:
Paper prototypes
Wizard of Oz Prototypes
5.5 Recommended website: Service Design Tools
6. The terminology that Service Designers use

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

Introduction
7.1 Three smart service designers to know
7.2 Recommended tools: Map of Service Design practitioners
7.3 Recommended tools: List of the Service Design Network Members
7.4 Three service design agencies to know
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
7.8 Three Service Design communities to know
7.9. Recommended website
Going further

Bravo!
Service Design Magazine
Service Design Books
Your next online course with a 🎁
A little thank you note
Licence

1.2 Why are services important?

According to World Bank Open Data, the service sector, known as the tertiary sector, had an added value of 48.509 trillion dollars worldwide in 2016. This is a substantive value. In fact, it’s so huge, it is quite hard to comprehend. So, let’s take a simpler view of the same.

If we look at Switzerland, the small country I currently reside in, the service sector accounts for over 70% of the GDP.

Worldwide, the service sector accounts for over 60% of the GDP. Moreover, this has been the trend for several years!

Based on such varied data, we can say that the service sector is, and has been over a considerable time, the heart of our economies. As much we take care of our human hearts, we should also take care of the heart of our economies. This is why services are important.