Service Design: Delivering Integrated Service Experiences

Closes in
6
days
7
hrs
48
mins
4
secs
38% booked
Intermediate

How This Course Will Help Your Career

What You Will Learn

  • What Service Design is, where it came from and how it compares to User Experience (ֱ) design and Customer Experience (CX) design
  • What a Service Design process looks like and how to use it to create great service experiences
  • How the scope of Service Design encompasses customer interactions as well as behind-the-scenes business operations, and multiple delivery channels
  • What the most useful Service Design methods and approaches are, how to do them and how to avoid the most common mistakes, all with the help of examples, explanatory videos, templates and step-by-step guides
  • How to transition your career from ֱ Design to Service Design
  • How to build a Service Design team and then increase its skills and maturity in your organization
  • How to tackle Service Design in an agile or lean organization

Services are everywhere! When you get a new passport, order a pizza or make a reservation on AirBnB, you're engaging with services. How those services are designed is crucial to whether they provide a pleasant experience or an exasperating one. The experience of a service is essential to its success or failure no matter if your goal is to gain and retain customers for your app or to design an efficient waiting system for a doctor’s office.

In a service design process, you use an in-depth understanding of the business and its customers to ensure that all the touchpoints of your service are perfect and, just as importantly, that your organization can deliver a great service experience every time. It’s not just about designing the customer interactions; you also need to design the entire ecosystem surrounding those interactions.

In this course, you’ll learn how to go through a robust service design process and which methods to use at each step along the way. You’ll also learn how to create a service design culture in your organization and set up a service design team. We’ll provide you with lots of case studies to learn from as well as interviews with top designers in the field. For each practical method, you’ll get downloadable templates that guide you on how to use the methods in your own work.

This course contains a series of practical exercises that build on one another to create a complete service design project. The exercises are optional, but you’ll get invaluable hands-on experience with the methods you encounter in this course if you complete them, because they will teach you to take your first steps as a service designer. What’s equally important is that you can use your work as a case study for your portfolio to showcase your abilities to future employers! A portfolio is essential if you want to step into or move ahead in a career in service design.

Your primary instructor in the course is Frank Spillers. Frank is CXO of award-winning design agency Experience Dynamics and a service design expert who has consulted with companies all over the world. Much of the written learning material also comes from John Zimmerman and Jodi Forlizzi, both Professors in Human-Computer Interaction at Carnegie Mellon University and highly influential in establishing design research as we know it today.

You’ll earn a verifiable and industry-trusted Course Certificate once you complete the course. You can highlight it on your resume, CV, LinkedIn profile or on your website.

Gain an Industry-Recognized ֱ Course Certificate

Use your industry-recognized Course Certificate on your resume, CV, LinkedIn profile or your website.

Course Certificate example

Our courses and Course Certificates are trusted by these industry leaders:

Our clients: IBM, HP, Adobe, GE, Accenture, Allianz, Phillips, Deezer, Capgemin, Mcafee, SAP, Telenor, Cigna, British Parliment, State of New York

Is this course right for you?

This is an intermediate-level course for anyone who wants to learn to design services.

  • ֱ designers, product designers and ֱ researchers who want to transition into the Service Design field or expand their toolbox with methods from Service Design.
  • Product managers and project managers who want to enable their team to excel at service design.
  • Entrepreneurs interested in offering great service experiences.
  • CEOs, CTOs, COOs and CMOs who want to better position their organization within the market by putting more focus on how they design services.
  • Anyone considering making the switch to a career in service design or interested in working with services in a more structured way.

Learn and work with a global community of designers

When you take part in this course, you’ll join a global community and work together to improve your skills and career opportunities. Connect with helpful peers and make friends with like-minded individuals as you push deeper into the exciting and booming industry of creativity and design. You will have the opportunity to share ideas, learn from your fellow course participants and enjoy the social aspects afforded by our open and friendly forum.

Lessons in This Course

  • Each week, one lesson becomes available.
  • There’s no time limit to finish a course. Lessons have no deadlines.
  • Estimated learning time: 11 hours 21 mins spread over 6 weeks.

Lesson 0: Welcome and Introduction

Available once you start the course. Estimated time to complete: 1 hour 2 mins.

Lesson 1: What is Service Design?

Available once you start the course. Estimated time to complete: 2 hours 22 mins.

Lesson 2: How to Prepare Your Service Design Team

Available anytime after Nov 05, 2020. Estimated time to complete: 2 hours 34 mins.

Lesson 3: How to Build a Research Foundation for Your Service Design

Available anytime after Nov 12, 2020. Estimated time to complete: 1 hour 41 mins.

Lesson 4: How to Prototype for Service Design

Available anytime after Nov 19, 2020. Estimated time to complete: 1 hour 58 mins.

Lesson 5: How to Build Service Design Maturity

Available anytime after Nov 26, 2020. Estimated time to complete: 1 hour 43 mins.

Lesson 6: Course Certificate, Final Networking, and Course Wrap-up

Available anytime after Dec 03, 2020.

How It Works

  1. Take lessons by industry experts

    Lessons are self-paced so you’ll never be late for class or miss a deadline.

  2. Get a Course Certificate

    Your answers are graded by experts, not machines. Get an industry-recognized Course Certificate to prove your skills.

  3. Advance your career

    Use your new skills in your existing job or to get a new job in ֱ design. Tap into our community to help you.

Start Advancing Your Career Now

Join us to take “Service Design: Delivering Integrated Service Experiences”. Take other courses at no additional cost. Make a concrete step forward in your career path today.

Advance my career now

Frequently Asked Questions

  • Can I take more than one course at a time?
    Yes, you can take as many courses as you would like. For example, if there are 30 active courses, you can enroll in all 30 courses at the same time and move from one to the other as you please.

    There are no further charges once you have paid for your membership.

    Please note: If you have a student membership, you can take a maximum of two courses at the same time. As a student, you can thus still take as many courses as you would like – free of extra charges – just as long as you finish them (or drop them) so that you don’t have more than two ongoing courses at the same time. Please note that if you drop a course, progress is not transferable between cycles. So, you'll have to redo the lessons and answers you already completed in the current cycle. 

  • I missed the enrollment date and now the course is closed. Will I have any opportunity to take the course in the future?

    Don't worry if you missed the course. We will re-run it shortly. One of the reasons we continually open and close courses is to be able to control the classroom size.

    Networking is a large part of our value proposition, so we want just the right number of people inside the courses. That is also why we display the "XX % percent booked" on our course icons.

    We’ll re-schedule the course and make it available for sign-up on /courses in only about a week (or perhaps a little bit longer). The actual start date of the course will be a few weeks after sign-ups begin too. We’ve found that this is the best way to maximize flexibility and convenience for everyone, especially you as you put your course program together.

  • Do I have to be online at an exact time to study?

    No. You can set your own study schedule. There are no "live sessions" or "webinars" since our members are from all timezones around the world. We are a truly global community – with members in every single corner of the world.

    Thus, once you are enrolled, you can take all the time you want to complete a given course. Every "classroom" in each course will never close, so you’ll have permanent access to your classmates and your course material (as well as your own answers).

  • Will I receive a Course Certificate?

    Yes. Every time you complete a course, you get an industry-recognized Course Certificate. There is no limit to how many Course Certificates you can earn during your membership. You will also receive a 3-step guide on how to include your Course Certificate on LinkedIn and in your résumé/CV.

    You can see an example of a Course Certificate at the bottom of the Course Catalogue.

  • I have answered questions in a lesson; when will they be marked/graded?
    We do the marking/grading in so-called "sprints" – where we sit down and do all the marking/grading in one go. Your answers will be graded approximately two weeks after you submit your work. 

    We do this because it is much more efficient than doing one little step every day. It's part of our lean/agile work philosophy, and that approach to efficiency is one of the factors that keeps our membership prices so incredibly low.

    We are doing it to save you money and as part of our mission to lower the cost of high-quality design education.
  • I have updated my name, but my course certificate is not updated — how can I change it?
    Once you update your name, the certificate will be updated automatically in the next 48 hours. 
  • I have started the course/lesson later than the specified date, are my answers still going to be marked?

    We will be marking answers for as long as there are active members. Therefore, even if you are the only person taking a lesson at that particular time, your answers will still be marked.

  • How are courses graded?
    Open-ended questions are graded by our experts and course instructors – not by machines. 

    That's one of the reasons that our Course Certificates are credible and recognized by industry leaders
  • I started a course after the official start date; for how long will I have access to the course materials?

    Regardless of when you have enrolled on a course, you will have access to the course materials for the entire duration of your membership. So, if you pay for a one-year membership, you will have access for one year, renewing your membership for a second year means you will have access for two years, and so on.

  • New lessons are starting before I have had the chance to complete all aspects of the previous lesson(s); am I going to be locked out of these unfinished lessons?

    No, you will not be locked out of any lesson or course. You will have access to all course materials throughout your membership, so there is no pressure to keep at the same pace as the specified lesson release dates.

    All we recommend is that you try to stick to the same schedule as other participants. The reason is they may have moved on to other lessons, thereby meaning you could miss out on the social aspects of the course(s). However, we anticipate that there will be a constant flow of participants working through different lessons and courses, so overall you are unlikely to miss out. We will also be running all courses again — so there really is no rush.

  • Are course certificates awarded on a specific date?

    No; you can generate your certificate as soon as you attain at least 70% of the total course points.

  • When will I receive my Course Certificate?

    Course certificates will be given to participants when they have scored more than 70% or more of the total course points. For example, if a course contains ten lessons each with ten questions, you will receive a course certificate when the instructor has awarded you at least 70 points (70% of the total course points).

    There is no specified time that certificates will be awarded — instead, they are given to participants as and when they have answered all questions, even if this is long after the official end date.

  • How do I add my Course Certificate to my LinkedIn profile?
    Below is a step-by-step guide on how to add your Interaction Design Foundation course(s) to your LinkedIn profile: 
    1. Log in to your LinkedIn account, then go to your profile.
    2. On the right, in the Add profile section dropdown, choose Background and then select the + next to Licenses & Certifications.
    Add profile section dropdown
    3. In the following fields add: 
    • Name – Course name
    • Issuing organization – The Interaction Design Foundation
    • Check the field “This credential does not expire”
    • Issue date - Input the date written on your certificate (e.g., May 2019)
    • Credential ID – Your membership ID number (it's written on your certificate)
    • Credential URL: Input the certificate URL provided on your course page
    Add licences and certifications
    4. Click on the save button. 
    Licences and certifications final

    Congratulate yourself!

     You’ve made a great accomplishment by earning your course certificate, and now the world knows about it! 
  • How do I add the Interaction Design Foundation Membership Certificate to my LinkedIn Profile?
    Below is a step-by-step guide on how to add your Interaction Design Foundation course(s) to your LinkedIn profile: 
    1. Log in to your LinkedIn account, then go to your profile.
    2. On the right, in the Add profile section dropdown, choose Background and then select the + next to Licenses & Certifications.
    LinkedIn: Add profile section
    3. In the following fields add: 
    • Name – Membership Certificate
    • Issuing organization – The Interaction Design Foundation
    • Check the field “This credential does not expire”
    • Issue date - Input the date when you joined our community (e.g., May 2019)
    • Credential ID – Your membership ID number (it's written on your certificate)
    • Credential URL: Input the certificate URL provided on your profile page
    LinkedIn: Add license and certifications
    4. Click on the save button.
    LinkedIn: Uploaded certificate
    It is as simple as that. Now, anyone who visits your profile can see your certificate! 
  • How much will I have to pay for the courses?

    As a member, you can take as many courses as you want with no additional costs. This means you only have to pay our membership fee to take an unlimited number of courses. There will be no further charges on top of the membership fee, no matter how many courses you decide to take.

  • Do you provide mostly beginners' or more advanced courses?
    We provide courses for all levels of mastery and across the full spectrum. If you’re new to design, you can start from our beginner courses and progress all the way up to our advanced ones. If you’re an established designer, on the other hand, you will find some of our lower-level courses provide a good refresher—and the advanced ones, a bit of a challenge. 
  • How long does it take to complete a course?

    Once enrolled in a course, you will gain access to a new lesson each week, which you are free to complete without any deadlines and no end date, either.

Service Design: Delivering Integrated Service Experiences
Closes in
6
days
7
hrs
48
mins
4
secs
38% booked
Service Design: Delivering Integrated Service Experiences
6 days 7 hrs 48 mins 4 secs