Fundamentals of Service Design

How to design joined up services and create great customer experiences that close the gap between customer expectations and perceptions.

1 Day (9:30-16:30) interactive training course

  • Central London

£575 (ex. VAT) per attendee (max 6 attendees)

  • includes breakfasts, lunches, refreshments throughout, course materials, certificate of completion

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Brief description:

This one-day course will introduce you to service design and arm you with techniques to measure and improve service quality across digital and physical touchpoints.

You will leave with an understanding of service design principles and how to apply them using a suite of tools, including service blueprints and customer experience maps.

It's fun, it's interactive, you will meet interesting people to exchange ideas and experiences with, and you will leave with techniques to employ, whether you’re improving an existing service or designing one from scratch.

Is it for you?

If you’re desperate to understand what makes your customers tick, how to make your service stand out in a crowd and create customer loyalty, this course is for you.

Participants are typically, User Experience Managers, Creatives, Brand managers and Designers...

What you will learn

Some of the topics covered:

  • Key principles of service design thinking
  • Co-creation techniques
  • The roles of an effective service designer
  • Discover what makes a good service by examining service quality dimensions
  • How to improve customers’ service perceptions
  • How to practice empathy
  • Methods to use including: expectation mapping, service blueprints, contextual interviews and business origami.
  • Hands on practical activities

Learning objectives

After completing the course, participants will be able to:

  • Understand the fundamentals of service design thinking and how to apply them
  • Describe the sources and effects of expectations on customers’ perceptions of services
  • Understand key service differentiators to gain loyal customers
"A really good balance of presentation and interactive exercises. The course content was very varied and thorough and exceeded it's promise of teaching the fundamentals. Aimee's presentation skills are excellent, her style was friendly, confident and inclusive. "

Gemma Barnes
Senior UX Designer, Quba

"Aimee is an enthusiastic and engaging trainer. I liked the breakout sessions and having the ability to work in teams to explore ideas. "

Kaylie Mitten
Digital Product Manager, RSA

"The theory is excellent and the activities do bring an extra level of experience."

Juliet Rowley
Senior UX Designer, BORN Group

The Venue

4th Floor
54 St John's Square
Farringdon
London, EC1V 4JL

Located in the heart of Clerkenwell just 5 minutes walk from Farringdon mainline railway and underground stations.

  • Great food
  • Great location
  • Great rooms and equipment

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Contact Kelly Coote 0207 608 1670