SERVICE DESIGN : DIGITAL TRANSFORMATION | 10 WEEK COURSE
Locations and Dates
Manchester | Starts January, 2020 | Use this link to book now via Eventbrite
About This Course
In this intense 10 week course you learn all about service design; the principles, practices and tools that should be applied as part of strategic design methodology in digital transformation.
Learn how service design theory and practices can be applied by teams to solve complex challenges in the design and development of innovative services in large organisations.
In this 10 week course you will undertake several projects that will be increasingly complex and demanding in nature.
The course uses active learning approaches that are hands-on using problem-based learning across three different projects.
Why do this course
This is a 10 week course that will give you a practical knowledge of how Service Design can be applied to develop and transformation digital services to deliver user centric services in organisations that are seeking innovative approaches to complex service design challenges.
We teach core and advanced concepts in service design using collaborative practices that enable design, business and technology professionals to work together in tribes or teams.
The course will teach you how to:
- Identify business needs and value opportunities both front and back stage.
- How to shape a ‘mixed’ backlog using an Enterprise Ops framework and Agile Principles as part of a Service Design methodology.
- Plan and work with customers using advanced research techniques and use data informed strategies.
- Plan and undertake service safaris and heuristic reviews of services.
- Identify painpoints in services to identify how an organisation, its people and processes can be optimised.
- Develop value propositions and new business models
- Use different ways to model and communicate design concepts and benfits to stakeholders.
- How establish Themes, Epics and User Stories concerned with transforming services
- Develop service blueprints, customer journey maps, map information flows and map IT and systems capabilities.
- Identify People, Processes and Props used in the service experience
- Identify new roles, define skills and competencies and the typs of actors (humans) and agents (bots) that deliver services.
- Prototype and test services and resonance test concepts.
- Scale services and develop roadmaps using agile approaches
Facilitators
Peter Fossick | Director of Service Design | Linkedin Profile
Course Outline
Week 1: Opportunity & Value – Working with Stakeholders
01 Introduction to Service Design | What is service design? Why use service design? Who uses service design?
02 Aligning Stakeholders | What’s on My Radar | Stakeholder Maps
03 Business Models | Methods: Business Model Canvas
Meet-The- Expert: Service Designer
Meet-The- Expert: Business Consultant & Strategist
Week 2: Unlocking Value -Working with Users
Meet-The- Expert: User Researcher – A presentation and Q&A with a industry SME
03 Users and Ethnographic Research | Methods: Service Safaris | Interviewing | Heuristic Reviews
04 Empathy and Journey Maps | Methods: Empathy Maps | As-is-Scenario Maps0Statements Starters (How Might We…)
05 Personas | Segmentation Strategies, Users and Actors
06 Opportunity Areas | Methods: Blue Ocean Strategy | Opportunity Statements Starters (How Might We…)
07 Value Proposations | Identifying Value Pools and Value Drivers Methods: Value Proposition Canvas | Service Value Strategy Canvas
08 Ideation | Methods: Big Ideas | Evaluation Grids
09 Working with Users | Methods: Co-Design Workshops, Feature Cards and MoSCoW Prioritisation
Meet-up and Networking Event
Studio Visit: Meet the Experts and Mixer
010 Requirements| Methods: Storyboarding, Epics and User Stories (Agile Methodology)
11 Storytelling | Methods: Concept Posters and Microsites
Service Journey | Method: Customer Journey Canvas
12 Service Journey | Method: Touchpoint Matrix
13 Service Journey | Method: Actors Map
14 Service Model | Methods: Service Blueprinting
Thought Leader Keynote
Week 4: Prototyping Services
15 Prototyping Services | Prototyping Services | Methods: Evidencing | Rapid Service Prototyping | Body Storming | Paper Prototyping
16 User Testing | Methods: Resonance Testing and Think-aloud Walkthroughs
Qualitative and Quantitative Techniques
Week 5: Digital Transformation & Large Organisations
Digital Transformation & Large Organisations
Meet-The- Expert: Design Practices Thought Leader
Studio work and Critique
Week 6: Week 6: The Agile Enterprise
Agile as a method
Building Tribes
Portfolio planning – The Backlog
Themes Epics and User Stories
Studio work and Critique
Review and critique
Design Munch With… A Transformation Guru
Week 7: Sprints
Sprints – working at speed to deliver outcomes
Sprint Planning
Studio work
Review and critique
Brown-Bag Meet-Up: Financial Services Leader
Week 8: Pitching – Presenting work
Portfolios: Presenting you work online
Studio work
Review and critique
The Studio Cuture – Developing culture and behaviors in the era of collaborative working.
Week 9: Studio work
Studio Work
Final Review and critique
Review and critique
Week 10: Final Project Presentations
Final Play Project Submission
Showcase – Project Pitches
Project Show Case and Networking Event
Who is this course for?
- Designers that have a background in Graphics, Media, Advertsing, UX or UI Design or another design discipline.
- Professionals involved in developoing and transforming services.
We have aimed this at:
Sectors that can benefit
Health Services | Media | Advertiseing | Marketing| Education | IT | Government | Public Services | Financial Services | Banking | Telecoms | Utilities | Start-Ups | Design
Course Fees
Course Fees: £9,500 per person
Fees cover all tuition, training and software licenses.
Queries
To learn more about this course and our other courses in Service Design, UX and Design Thinking or to discuss a bespoke or customised workshop please call Peter Fossick on (UK) +44 7972 905474 or request a call back (Network charges may apply depending upon you service provider)
Sectors
IT | Government | Public Services | Financial Services | Banking | Telecoms | Utilities
Duration
10 weeks
Locations and Dates
Manchester : January 3rd 2020
Please note the IXSD Academy reserve the right to make changes to the courses, outlines and content at any time.