Service Design Lessons

Master how to connect service design decisions to business viability using a single-page framework

Discover how to create user journey and experience maps to visualize the user's end-to-end experience, including touchpoints, emotions, pain points, and opportunities for improvement

Explore the use of personas in UX research, a powerful technique for creating representative user archetypes

Understand what service design is and why it's essential for experiences that span multiple touchpoints

Apply core principles that guide better decisions when facing tradeoffs and uncertainty

Learn about the structured service design process that moves from understanding problems to implementing real solutions

Learn how to create empathy maps by capturing user perspectives, goals, influences, and feelings in order to develop a more empathetic and user-centered design approach

Learn how to effectively convey spatial relationships to create immersive and visually compelling 3D experiences

Facilitate sessions that bring diverse stakeholders together to generate solutions with shared ownership

Narrow a large set of ideas to a focused shortlist without losing promising directions too early

Learn how to visualize operations, systems, and people as part of the delivery process for optimization

Learn how to set goals and create a research plan that gets you useful insights before committing significant resources

Explore tools like personas and jobs to be done (JTBD) to empathize with users and craft delightful experiences

Step into the shoes of customers and see the entire service process, touchpoints, and interactions in a clear and structured manner

Discover techniques to generate a high volume of ideas quickly before narrowing to the most promising directions

Learn how to plan prototypes that align with the project's goals and resources

Explore ways to develop rough concepts into actionable ideas and evaluate them against criteria that matter

Select prototyping methods that match what you need to test and the resources you have available

Transform public sector constraints into design opportunities through strategic navigation of government structures

Transform public services through strategic design implementation in government institutions

Transform government services through equity-driven design principles

Create comprehensive visualizations of citizen experiences and government service delivery using journey maps and service blueprints

Learn to implement human-centered design within government policy frameworks while advocating for user needs