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

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.