Having a good product is not enough to be successful. Learn how to design service experiences that optimize engagement at each point of experience. Map your internal processes alongside the external experiences to optimize service delivery for your audience.
All participants are asked to bring a laptop (if possible) when attending the Service Design course.
What You Will Learn
What service design is and how it relates to other types of experience design
Principles, tools, and methods for service research, design, and testing
Approach to designing for a multichannel service delivery
Techniques to uncover the service components where growth opportunities exist
How to build lifecycle thinking into the service design processes of your organization
Hands-on experience utilizing service design principles
Service Design Course Outline
How companies benefit from a service-derived business model
Principles of service design
Service vs. other types of experience design
Service experience characteristics
Elements of the service experience
The front stage of the service experience
Personas, scenarios, journeys and lifecycle
Experience points and connectors
The backstage of the service experience
Ecosystems of services
Service design process
The people, teams and skills needed for service design
Innovation and strategy for services
Service research techniques and artifacts
Service testing and delivery
Service Design in the Organization
The business impact
Service design application in roadmaps
How to align and integrate the organization through service design
1 day, 9:00am – 4:30pm full day session with a one-hour lunch break.
We assume little awareness of the user experience & usability field. Our courses are appropriate for anyone working in the creation of digital products and want to learn about the process, tools and techniques to create successful user experiences. The courses are not focussed on how to use specific software applications like Photoshop or Axure.
408 Churchill Ave. N.
Ottawa, ON K1Z 5C6
Training program cost is per person as stated with a minimum 4 participants per course. Akendi reserves the right to cancel a scheduled training session up to 5 business days prior to the training if a minimum class size of 4 participants has not been attained. Akendi is not responsible for any travel or other costs incurred as result of a cancellation.
A full refund is provided if you cancel more than 4 weeks prior to training start date. We provide a 50% refund between 4 and 2 weeks before a course. No refunds when cancelling within 2 weeks of course start date.
If paying by invoice and you have to cancel a course, a credit note will be issued. If after application of the credit note there is a remaining balance, you must pay the outstanding amount.
Copyright & Recording
All Akendi course materials are copyrighted and owned exclusively by Akendi Inc. Each participant of our training courses agrees not to copy, modify or publish training materials and handouts.
Akendi does not allow any audio / visual recording of any kind in our training sessions.
Training questions? See our FAQ section, contact firstname.lastname@example.org or +1.416.855.3367 x0
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Akendi is an Experience Thinking™ innovation firm in user experiences. We are a usability and ux training provider for teams, companies and organizations. Delivering in Toronto, Montreal, Ottawa, and your office in Canada.