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Service Design

Week 1. Foundation and Onboarding
Get to know the team and learn the core principles of Service Design and systems thinking. Introduction to the course project.

Week 2. Problem Discovery and Research Planning
Frame the problem you want to solve and set your research plan. Methodology and tools.
Qualitative and quantitative research methods. Persona development and empathy mapping

Week 3. Insight and Problem Refinement
Understand root causes and customer segments. Develop journey maps and ecosystem maps to visualise current service experiences.

Week 4. Ideation and Concept Development
Idea generation. Set your initial concepts and develop ideas by testing brainstorming tools. Set the creative direction for your course project.

Week 5. Prototyping part one
Introduction to digital prototyping tools and low fidelity prototyping methodologies. Create a research plan and prototype to validate the concept.

Week 6. Service Blueprinting
Build detailed service blueprints mapping customer touch points, and organisational support. Learn tools to visualise future state concepts.

Week 7. Measuring Services and Metrics
Learn how to set KPIs and measure service performance to gather actionable insights. Defining service performance metrics and create a plan for further testing and measurement.

Week 8. Prototyping part two
Use the insights to refine the concept, create user flows, and validate your work through testing. Higher fidelity prototyping methodologies. Quantitative research methods.

Week 9. Implementation planning with prioritisation
Scale your project right. Learn how to plan for implementing your idea in your organisation. Design a roadmap for launch with specific milestones.

Week 10. Change Management and Stakeholder Management
Time to launch. Learn the art of facilitation and prepare for successful pitching. Learn storytelling and techniques for stakeholders management.

Week 11. Final Presentations
Time to celebrate and show your work. Present your final projects. Give and receive feedback from your peers. Refine the comprehensive service solution.

Week 12. Careers and Next Steps
Reflect on learnings and your transferable skills. Discuss your portfolio and get useful feedback. Set actionable next steps for career advancement.

You are a young professional with one to five years of experience in any design/comms field, or in any related fields such as marketing, product management, or entrepreneurship. You may be self-taught and wish to learn methodology and techniques to advance in your current role, or you are pivoting towards Service Design.

To complete the course – and all course assignments – you are required to work in Figma and to have basic knowledge of other Design software. If you are not familiar with Figma, please start here. These tools are free and/or offer free trials. To avoid limitations, you might want to plan for a license cost between 15 USD and 30 USD, depending on the subscription plan you choose. This is not included in the course fee.

• Principles of Service Design
• Discovery and Research Planning
• User journeys and research plans
• Prototyping
• Service blueprinting
• KPIs and measurement
• Scaling and implementation techniques
• Stakeholders management and pitch techniques
• A comprehensive portfolio piece
• Career paths and career advancement