Service Design Thinking

Develop and improve your team with service design thinking principles.

Service design thinking is both a framework and a mindset that is well documented and acknowledged internationally. It is used to develop a new service by seriously understanding the needs, wants and expectations of your customers.

You will become empowered to lead your team to transform design from an ad hoc approach to a systems driven methodology for competitive advantage.

This course is based on three foundation principles: accessibility, experience and follow up.

Our discussions and group dialogue will be built on three core Service Design Thinking foundations:

• Designing the service
• Managing the service
• Improving the service

Topics covered

Service design thinking follows five steps:

• Empathise – learn about the audience you propose to serve
• Define – construct a service offering that is based on user requirements and insights
• Ideate – brainstorm and come up with creative solutions
• Prototype – build a representation of one or more of your ideas to show to others
• Test – return to your original user group and test your ideas for feedback

Outcomes

You will:

• Be empowered to lead a team to apply service design thinking principles for a development or improvement opportunity
• Understand and have the ability to apply the five step process and the twelve key components
• Be equipped to take away the key tools and apply them in your own work environment
• Secure a resource kit and reference material for future learning and development

Your organisation will:

• Have the opportunity and capacity to introduce a systematic process for service design thinking in your company
• Move from an ad hoc approach to a “systems driven” methodology
• Build a core competency in service design thinking which leads to differentiation from your competitors