Service Design Workshop

Training overview
Professional Course
2 days
Start dates
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SoftEd course

Course description

Service Design Workshop

Want to know what service design is all about and how it can help you to create better quality service experiences for your customers? Our Service Design Workshop introduces the principles, tools, and techniques used in any service design initiative. This program will provide you with a more efficient and effective approach to exploring and solving complex design problems or opportunities. Bringing together elements of lean, agile and design thinking, this process encourages experimentation, continuous learning, adapting quickly and focusing on value so that you build the right solutions in the right way. You'll learn how value is best derived when an organisation balances customer expectations and needs with organisational capabilities and strategies.

Geared to the entire team – product owners and business analysts, architects and developers, business leaders and strategists, and designers – our Service Design Workshop recognises that the best services are derived from an “all perspectives” approach to any service design challenge.

This course can also be offered virtually. Contact SoftEd to learn more about delivery options.

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COVID-19 Update

In light of COVID-19, this provider is now delivering some or all of their courses online. Contact them for more information!

Training content


  • Service design definition
    • Categorising service design
    • Service design compared to product design
    • Service design and other design disciplines
  • Service design principles
  • Design thinking
    • Design thinking perspectives
    • The stages of a service design initiative
    • Design process methodology
    • Service design engagement
  • Research and users
    • Forms of research
    • Customer centricity
    • Customer research
    • Engagement with the service ecosystem
    • Scenarios, stories, requirements
    • Research strategy
  • Research techniques
    • Key research skills
    • Focus groups
    • Direct observation
    • Interviews
    • Customer journey interview
    • Active listening
    • Using personas
  • Service design tools
    • Mapping experiences
    • Customer service ecosystem
    • Service blueprint
    • Customer journey map
    • Empathy map
    • Experience map
    • Service blueprint
    • Future state journey map
    • Prototyping & testing
  • Leading workshops
    • Types of workshops
    • Workshop – planning & preparation, kick-off
    • Facilitation skills
    • Design sprint
    • Creating a workshop plan
  • Service designer role
    • Service design and other design disciplines
    • Service designer engagement
    • Growing service design capability


About SoftEd



Today’s businesses need to be responsive, adaptive and future-focused. They need to be agile. That’s where SoftEd comes in. As an agile consultancy, and the largest provider of ICAgile training globally, we’ll help you to transform your way of thinking...

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