Service design involves planning and organizing people, infrastructure, communication and the material components of a service, with an aim to improve the quality and interaction between a service provider and customers. The purpose of service design methodologies is to design according to customer or participant needs, to ensure that the service is user-friendly, competitive and relevant to the customers. Service Design is about applying design thinking and design methodologies into material products.

During the session, teams will work on specific interest areas and the facilitator will share case studies and examples to demonstrate the application of various design thinking tools.
01 What will you learn?
  • Understand the end to end human-centred framework.
  • Uncover opportunities and hidden potential in your organization.
  • Learn the framework that helps build digital ecosystems.
  • Align various stakeholders and leaders towards a single purpose.
  • Create real business impact over sustained periods of time.
  • Create a design and empathy led culture in your organization.
  • Build expertise working with relevant tools and techniques that are shaping the world today.
02 What will you learn?
  • There are no eligibility criteria for the course. But it is essential to come with an open mind and be okay with ambiguity.
03 Course outline and contents:

1) What is Service Design/Design Thinking for Services

Service design principles and importance in today’s economy

2) Writing the problem statement

Technique to identify and write the right problem statement

3) Understanding stakeholders and users

Business goals and priorities, vision statement

4) Personas, Empathy Maps

Deriving insights and techniques to create personas of users and associate within the

5) Current Scenarios to identify pain points

Current persona journeys and focus area prioritization

6) Ideation and prioritization

Ideation tools and techniques

 7) Future scenarios and max impact moments

Visualize the future state and prioritize the relationship defining “moments”

8) Prototyping

The goals of prototyping; designing prototypes

Frequently Asked Questions:
There is no eligibility criteria set for the course. But it is essential to come with an open mind and be OK with ambiguity.
Laptop is desirable to have but not mandatory. There are no other requirements – software or otherwise.
2 days (8 hours each day)
Case studies, detailed presentations in classroom, Individual and group exercises and games, field research.
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