课程简介
This course will explore service design as a human centred problem solving process. It will consider the importance of staff, users and everyone that has a relationship with a service. Through a dynamic mix of short talks and guided hands-on teamwork including a range of invaluable tools for problem solving, customer research and business development, you will understand the theory and application of service design. You will be guided through a tried and tested design process in teams to respond to a live brief and develop a potential product/service. Working will be intense and collaborative, and overall rewarding.
Learn how to:
1. Empathise with your customer.
2. Use observational techniques to gain deeper insights into your end users.
3. Engage design thinking and design thinking tools.
4. Prototype ideas and select the best ones.
5. Empower others in your organisation to co-create and use design thinking.
目标收益
By the end of this course you should be able to:
1. Understand the principles of designing thinking, and practical tools to take away
2. Solve business problems and make better decisions through creative thinking
3. Describe and pitch your ideas to internal and external stakeholders
4. Find and
培训对象
Product managers, UX Designers, Business analysts, developers and anyone who’s interested in service design and design thinking.
课程大纲
| Introduction and warm up |
1. Ice breaker 2. Set up a challenge |
| Service design tools and techniques |
1. [Learning] Observational techniques and ethnographic research applied to understad end-users 2. [Doing] Go out to conduct your own end-user research 3. [Learning] Design and re-framing of the brief and how to build insights 4. [Doing] Create your Persona and build a narrative around it using the Customer Journey Map 5. [Learning] How to make change happen and the principles of ideation 6. [Doing] Build a portfolio of concepts and ideas for testing and refining before testing your ideas with end users |
| Service design persuasion |
1. Refine your presentation and narrative, and rehearse to sell it 2. Presentations |
| Reflection |
1. Finding and reflecting on personal lessons learned 2. Expanding your horizons through a group exercise mapping insights |
|
Introduction and warm up 1. Ice breaker 2. Set up a challenge |
|
Service design tools and techniques 1. [Learning] Observational techniques and ethnographic research applied to understad end-users 2. [Doing] Go out to conduct your own end-user research 3. [Learning] Design and re-framing of the brief and how to build insights 4. [Doing] Create your Persona and build a narrative around it using the Customer Journey Map 5. [Learning] How to make change happen and the principles of ideation 6. [Doing] Build a portfolio of concepts and ideas for testing and refining before testing your ideas with end users |
|
Service design persuasion 1. Refine your presentation and narrative, and rehearse to sell it 2. Presentations |
|
Reflection 1. Finding and reflecting on personal lessons learned 2. Expanding your horizons through a group exercise mapping insights |
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