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Service Design Intensive

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Dec 17th (Open House FREE 30 min) 12PM-2PM ET/ 5PM-7PM UK

Live Sessions:  (2 hrs per) Wednesdays in January

  • Session 1: January 7th 12PM-2PM ET/ 5PM-7PM UK
  • Session 2: January 14th 12PM-2PM ET/ 5PM-7PM UK
  • Session 3: January 21st 12PM-2PM ET/ 5PM-7PM UK
  • Session 4: January 28th 12PM-2PM ET/ 5PM-7PM UK
  • Total Course Duration: 12 hours spread over 4 days
  • Format: Customized blend of online and in-person sessions.
  • Non-member/ Open Circle: $399
  • Inner Circle member: 50% discount  $199 use coupon code= SD2025  

 Service Design Intensive

Course Description: Service Design, a Human-Centered Design approach, identifies and fixes inefficiencies and disconnects in service or product-service delivery. This Service Design Training provides a comprehensive understanding of Human-Centered Design principles as applied to service or product-service delivery optimization. This training will help you identify and rectify inefficiencies and gaps in service delivery. This will help drive enhanced customer journeys and refine business processes for superior efficiency.

Course Highlights:

  1. Manage UX and Service Design: Learn how to manage omnichannel experience and build product-service experiences.  Understand tools, mindsets, and techniques to build Service Design capability within your team.
  2. Decipher the Problem Space: Improve problem-solving by understanding customer journeys, Service Safaris, business models, and value propositions for comprehensive insights.
  3. Mastering Service Blueprints: Create Service Blueprints, a potent tool for visualizing and improving service design to elevate customer experiences. Learn touchpoint mapping and designing for Moments of Truth.
  4. Elevating Service Prototyping and Testing: Learn how to use Service Prototyping and testing to enhance service offerings and refine user experiences iteratively.

Course Format: The Service Design Training combines a hands-on workshop, improv, group collaboration, and expertise with Service Design template use. Participants will engage in practical exercises that simulate real-world scenarios.

By the end of this course, participants will be able to:

  1. Grasp the Service Design business case: Understand the strategic rationale behind Service Design and its unique value proposition, differentiating it from and enhancing UX Design efforts.
  2. Define comprehensive Customer Journeys: Effectively define customer journeys, touchpoints, and cross-channel interactions that underpin exceptional service delivery.
  3. Master Service Blueprint creation: Develop proficiency in creating Service Blueprints that holistically visualize service processes, facilitating optimized design and enhanced experiences.
  4. Test and refine Service Prototypes: Embrace the iterative process of testing and refining service prototypes, ensuring they align with user needs and deliver seamless experiences.
  5. Extend digital and service touchpoints: Learn how to blend digital and service interfaces, enabling cross-channel experiences catering to customers and employees

Agenda: Service Design Intensive

  1. Managing UX Design and Service Design under one group/ project/ process (roles, jobs, and process precision).
  2. Unpacking the problem space- understanding customer journeys and business model and value propositions.
  3. Service Blueprints.
  4. Service Prototyping and testing.
  5. Q & A

About Your Trainer

Frank Spillers is an inclusive Service Designer and UX veteran. He founded an award-winning UX consultancy in 2001 (Experience Dynamics), working with Nike, Intel, World Bank, Microsoft, City of New York, Global Disability Rights Now, Greater London Authority, and more. He spent 25 years training hundreds of teams privately and another seven years delivering custom trainings for Interaction Design Foundation, the world’s largest design school attended by teams from Adobe, IBM, T-Mobile, Philips, and the UN.

Frank is a subject matter expert in: Service Design, UX management, Inclusive Design, Service Design, VR/AR UX, Accessibility, Emotion Design, mobile UX, and cross-cultural design (localization UX).

Frank is an independent consultant and provides training and mentoring to Google, Harvard, Accenture, Dell, Mercedes Benz, Zappos, Netflix, FedEx, and more at his UX Inner Circle: www.uxinnercircle.com

Date: 17 Dec 2025
Time:

09:00 am PST

12:00 pm EST

05:00 pm GMT

06:00 pm CET
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