Who should attend
The course is beneficial for people working in innovation, strategy, or delivering services. These could be roles like product and brand managers, entrepreneurs, marketing specialists and researchers as well as creative professionals who are new to service design or who aspire to work in it.
About the course
Organisations today face complex and often interdisciplinary challenges with changing customer expectations that are shaped by fast technological developments. Maps present information about the world in detailed yet easy to understand visuals - helping navigate unknown paths and complex journeys. Frequently used to deliver services, maps are versatile and a critical tool to focus on user needs, identify opportunities, align teams, communicate a shared vision, while reduce operational costs and set up efficient business processes.
Based on design thinking and service design disciplines, Service Mapping techniques range from emotive individual stories to complex ecosystem overviews and are key in helping multidisciplinary teams collaborate towards tackling complex problems such as policy development, supply chain design, strategy, and service design. Maps ensure outcomes are designed from the service user or customer's perspective.
This is a hands-on practical course that will be taught through a combination of theory, practical online workshops with weekly assignments.
- Principles behind visualising with maps
- Storytelling and storyboards
- Mental model diagrams and empathy maps
- Customer journey Maps
- Service blueprints
- Ecosystem maps
- People centred design
- Future experience vision maps
- Mapping opportunities and gaps in service delivery
By the end of the course, you will have gained knowledge that can be applied to your everyday practice including:
- Turning valuable customer observations into actionable insight
- Focusing on services from a shared customer’s point of view
- Identifying opportunities, inefficient loops and what needs to be repurposed
- Aligning internal functions across multidisciplinary teams
- Communicating your work through comprehensive visuals to senior stakeholders
- Envisioning future experiences
- A number of map based techniques to deliver services and experiences
Megha Wadhawan is a service designer whose work brings real people into the heart of services. She’s facilitated workshops and trainings on service design and design research for organisations such as Ustwo. She co-authored the DIYToolkit for Nesta with STBY, taught at Ravensbourne University, Un...
Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.
We are happy to help you find a suitable online alternative.