Service Design Online Advanced Certificate Program 8 classes

$1,249.00

Description
We are immersed in services every day. We use the internet, we watch television, we travel on public transport, we shop, we drink coffee and eat at restaurants, we use government services, and we go to movies. In the United States, employment in the service industries has steadily risen from around 60% of the overall population in the 1950s to around 90% today. In most Western countries, approximately 70% of GDP is currently generated by services. Service design has a growing significance for designers. Service design requires new design skills. Services are not tangible and physical. Services change over time. Service design is concerned with more than aesthetics or surfaces of things. It is concerned with creating better service experiences. Today designers create diverse and complex experiences of products, services, and spaces. This course covers the methods and skills needed by a designer to design services, experiences and systems of products and services.

Duration

This program is 5 x 2.5 hour sessions with hands-on exercises done between sessions and feedback in class. Total of 20 hours of instruction time. This is equivalent to a 5-day face-to-face workshop with 50% instruction time and 50% exercises.

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  • The times for course start dates below are our US Standard Pacific Time [California Time].If you are not in this time zone the class will start at your local time zone corresponding time. We offer several times below for different schedules and time zones. Use the "Time Conversion" link in the top menu to convert our time to your local time. The times below are the start time of the first class in each program series. The remaining classes will be held at the same time and day each week.

Prices listed are for a single attendee. 10% discount for 10 or more attendees. 20% discount for 20 or more attendees.

Description

We are immersed in services every day. We use the internet, we watch television, we travel on public transport, we shop, we drink coffee and eat at restaurants, we use government services, and we go to movies. In the United States, employment in the service industries has steadily risen from around 60% of the overall population in the 1950s to around 90% today. In most Western countries, approximately 70% of GDP is currently generated by services. Service design has a growing significance for designers. Service design requires new design skills. Services are not tangible and physical. Services change over time. Service design is concerned with more than aesthetics or surfaces of things. It is concerned with creating better service experiences. Today designers create diverse and complex experiences of products, services, and spaces. This course covers the methods and skills needed by a designer to design services, experiences and systems of products and services.

 

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Content

Week 1

Introduction to Service Design

  • Introduction with overview
  • What is Service Design?
  • Why do Service Research?
  • History of Service Design
  • Qualitative and Quantitative Research
  • Primary and Secondary Research
  • Design Thinking
  • The process of Service Design
  • Review
Week 2
Service Blueprints, Journey Maps and Experience Maps

  • What is a customer journey map?
  • What is experience mapping?
  • What is a service blueprint?
  • Why use these methods?
  • What do you want to accomplish?
  • Whose journey are you mapping?
  • How Do You Create a Customer Journey Map?
  • What are the parts?
  • Designing maps
  • Emotional journey maps
  • Empathy maps
  • How to create personas
  • Start with the right foundation
  • Identify your touch-points
  • Identify the pain or stress points
  • Identify opportunities
  • Customer needs and goals
  • What are the challenges
  • Review

Week 3
Interviews Observation and Focus Groups

  • Introduction with overview
  • 30 Core Methods described including:
  • Interviewing Methods and process
  • Interviewing tips
  • Observation methods
  • Focus group Methods
  • Review
Week 4
Service Design Thinking

  • Introduction with overview
  • What is Design Thinking?
  • Why do Design Thinking?
  • Who can do design Thinking?
  • Environments for Design Thinking
  • Design Thinking as a Process for Problem-Solving
  • History of Design Thinking
  • Divergent thinking and convergent thinking
  • Design Thinking Methods
  • Cross-disciplinary approach
  • The Process of Design Thinking
  • Attributes of Design Thinking
  • Review and instructor feedback

Week 5
Planning and Discovery

  • Introduction with overview
  • Core Service Discovery methods described including:
  • Service Design Mapping Methods
  • Service Interviewing Methods
  • Service Observation Methods
  • Affinity Diagrams
  • What are the methods?
  • How are they applied?
  • When to use them?
  • Why to use them?
  • Review

Week 6
Research Synthesis

  • Introduction with overview
  • 20 to 25 methods described including:
  • Data visualization methods
  • Uncovering insights
  • Developing themes
  • Developing hierarchies
  • What are the methods?
  • How are they applied
  • When to use them
  • Why to use them
  • Review and instructor feedback

Week 7
Service Ideation

  • Introduction with overview
  • 20 to 25 methods described including:
  • Data visualization methods
  • Brainstorming Methods
  • Storyboarding
  • Traditional ideation methods
  • What are the methods?
  • How are they applied
  • When to use them
  • Why use ideation methods
  • Review

Week 8
Prototyping and Testing

  • Introduction with overview
  • 20 to 25 methods described including:
  • Introduction with overview
  • Core Service Design Prototyping Methods described including:
  • Service Design Prototyping
  • Fast prototyping of service environments
  • Heuristic Evaluation Methods
  • Cognitive walkthroughs
  • What are the methods?
  • How are they applied
  • When to use them
  • Why to use them
  • Review with multiple choice questions and instructor feedback
  • Testing
  • What are the methods?
  • How are they applied
  • When to use them
  • Why to use them
  • Review

Information

Who should attend?
Designers, consultants. engineers, marketing professionals, project managers, team leaders. managers, executives, and students. Please note we do not provide courses for those preparing online course materials.

Duration

This program is 5 x 2.5 hour sessions with hands-on exercises done between sessions and feedback in class. Total of 20 hours of instruction time. This is equivalent to a 5-day face-to-face workshop with 50% instruction time and 50% exercises.

All classes have a live instructor.

Prerequisites
None.

By the end of the course
Students will develop an awareness of core Service Design methods aimed to inform the design process for dealing with contemporary service design problems.What you will get
You will receive a certificate for the course upon completion and requirements. Full payment must have been made and exercises completed to issue a certificate.
After registration participants will receive one book with the introductory class, 5 books are supplied with the certificate course by mail. Global shipping times will vary depending on your location. Books are not refundable.Registrants for the introductory class  will receive by email after registration one digital copy of the eBook “Design Thinking Pocket Guide 2nd Edition” by Rob Curedale. 228 pages. ISBN-10: 1940805147 ISBN-13: 978-1-940805-14-6 Publisher: Design Community College November 1, 2015. A link will be sent to with a code to download the book.

You will create tangible content for your portfolio to demonstrate your new broadened skills through weekly exercises. This can assist you in your existing position, in finding new work or in gaining entry to graduate or post graduate further study.

Texts supplied by mail included with registration fee
Service Design Methods
Design Research Methods
Comprehensive step-by-step Guide to Experience Maps Journey Maps Blueprints Empathy Maps
50 Brainstorming Methods
Interview and Observation Methods

Where are the classes held?
Classes are online.

About the instructor

Rob Curedale was born in Australia and worked as a Design Researcher, Design Director, Design Educator and Designer in London, Sydney, Vevey, Switzerland, Portugal, Los Angeles, Silicon Valley, Hong Kong, China, and Detroit. Curedale has designed furniture, medical, technology and consumer products in global markets including Europe, Australia, Asia and North America.

Rob’s past positions include Senior Producer at frog responsible for proposal writing, client liaison, and business project management, North American Design Manager at Haworth, the second largest furniture manufacturer in the World and Chair of Product Design at the College for Creative studies in Detroit, then the largest Product Design teaching department in North America.

Rob has lectured and taught widely internationally, including at Yale, Pepperdine MBA Innovation Program, Loyola Business Management Program, Art Center Pasadena, Cranbrook, Pratt, Art Center Europe; a faculty member at SCA and UTS Sydney; as Chair of Product Design and Chair of Furniture Design at the College for Creative Studies in Detroit, and schools in China and Portugal.

Clients include:  HP, Philips, GEC, Nokia, Sun, Apple, Canon, Motorola, Nissan, Audi VW, Disney, RTKL, Government of the United Arab Emirates, British and Australian military, Steelcase, Hon, Castelli, Hamilton Medical, Zyliss, Belkin, Gensler, Haworth, Honeywell, NEC, Hoover, Packard Bell, Dell, Black & Decker, Coleman and Harmon Kardon.

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