Service design course

In-person

Duration: 2 days
Mode: In-person

In 2024 this course is only available in house

We will guide you through the phases of a service design with lots of hands on activities, group exercises and tips for facilitating these processes.

Who this is for

Novice service designers
UX or CX professionals
Product managers
Designers
Project leaders or managers
Business analysts
Or anyone interested in learning about service design and how they can implement service design tools and techniques into their workplace.

Course outline

Participate in hands-on in-person training over 2-days in Brisbane, Sydney or Canberra.

Day 1 - Problem space

1. Service design

Understand the basic concepts and key stages of Human Centred Design, UX and Service Design.

2. Customer Journey Mapping

Understand how to conduct and analyse customer research
Use customer research to pull out key insights to create a Customer Journey Map.

3. Problem framing

Understand how to reframe the problem based on user research.
Create 'How might we…' statements that align with the scope of your projects.

Day 2 - Solution space

4. Ideation techniques and prioritisation

The key elements in a co-creation workshop
How to use ‘How might we…” statements and creative workshop techniques to ideate solutions to problems
How to prioritise ideas

5. Concept generation

How to take your top ideas and develop further into concept cards
Techniques for presentation and critique

6. Prototyping & testing

How to prototype services.
The value of testing your prototypes with users.

7. Service blueprinting

Share the vision
Understand the elements in a service blueprint
How to use co-creation to map and design a service blueprint

Your Training Team

Mentors with 15+ years experience

Tania Lang

TRAINER & PRINCIPAL

Tania is the Principal and founder of PeakXD. She is a self-confessed UX geek and is one of the leaders in her field, having spoken at several conferences and trained over 2500 people in UX. She has worked for many high-profile clients including Telstra, CommBank, ANZ, Suncorp and Services Australia. She has 4 degrees including a Master of Business (Research), a Grad Cert in Human Factors, a Grad Dip in Marketing and a Bachelor of Science. However, most of her knowledge is from working as a UX designer for over 20 years.

Miranda Wee

COACH & SENIOR CONSULTANT

Miranda started at PeakXD in 2010 and works across all areas of PeakXD from consulting to business development and mentoring. Miranda enjoys delivering to a high quality standard, has an eye for detail, is curious, personable, and a champion for the user. She holds a belief that the world can be made just a bit better (one user experience at a time). Miranda enjoys empowering others to learn user centred design.

609

Finished client projects

3,259

Students trained

Years of running UX courses

216,541

Post-it notes (and counting)

Frequently Asked Questions

Do I need some prior knowledge of UX to undertake this course?

We have had complete beginners as well as advanced UX practitioners complete our course and they all give us good course ratings. While it will help if you have experience or qualifications in either IT, digital, market research, psychology, social research or marketing, it is not essential. However, if you are side-stepping from a completely unrelated field and want to switch careers into UX, we recommend you join our UX Accelerator mentoring program instead.

Do you cater for dietary requirements?

Yes, when you register for our in-person course we will ask you for your dietary requirements and do our best to cater for these. We will also send a reminder just prior to the event to make sure we have captured any changes to your dietary needs. No additional charge for dietary requirements.

What if I am sick on the day of training?

If you are unable to attend for health reasons, please refer to our terms and conditions.

What is your COVID policy?

We are confident of running in-person training events in 2023 but COVID is still around and your safety is paramount to us. Please refer to our terms and conditions for more detail regarding our policy relating to COVID.

I need to get approval before registering. Can I reserve a spot?

Unfortunately, we don't hold spots or early bird tickets until you register so we encourage you to seek approval to attend the course based on the full fee ticket price. If you are concerned, please contact us.

If you have in-principal approval and just need to get official approval, we recommend that you register and select the pay-by-invoice option at checkout. You can then give this to your accounts area or manager to process the payment via EFT. If your accounts area or manager prefers to pay the manual invoices via corporate credit card we can arrange that but credit card fees will apply as we use a separate secure payment gateway that charges ~1.9%.

Alternatively, you can get approval first to pay by corporate credit card at the time you register with no credit card fee.

I need a tax invoice before I can pay for training?

When you register you select the pay-by-invoice option at checkout. You can then give this to your accounts area or manager to process the payment via EFT.

If your accounts area or manager prefers to pay the manual invoices via corporate credit card we can arrange that but credit card fees will apply as we use a separate secure payment gateway that charges ~1.9%.

Do you offer any group discount if we have several people wanting to attend?

If you have 4 or more people we may be able to offer you a team ticket at a discounted rate, however, this is subject to availability.

If you have more than 8 people interested in attending, you may also consider in-house training. Please see Corporate Training Options.

Hear from our graduates

“

Great walkthrough of the service design process with practical insights on how to apply it.

Anonymous

“

I liked the level the course was pitched at, not too introductory or too advanced.

Karin Rastas

“

The course was really well put together with really helpful resources and notes… I hope to do more training with Tania in the future!

Service design course

In-person