Service Design Foundations: Connecting Touchpoints and Service Journeys
Learn the fundamentals of service design research, ideation, prototyping, and implementation to align teams, improve delivery, and create seamless customer experiences
About the course
A closer look at the course
When customers move between your app, support team, and physical locations, they do not see departments. They see one experience. The breakdowns they remember most often happen in the gaps between teams, the handoffs nobody owns, and the moments where one channel does not know what another promised. Service design gives you the methods to see these invisible seams clearly and fix them before customers notice.
This course covers the complete service design process, from research planning through implementation. You will start by learning how to scope research that surfaces real friction points, then move into the deliverables that make complex systems visible: customer journey maps that track experiences across channels, service blueprints that connect front-stage interactions to back-stage operations, and personas grounded in user evidence rather than assumptions.
The ideation section focuses on practical workshop techniques for generating ideas quickly, narrowing options without losing promising directions, and facilitating co-creative sessions that earn genuine participation from stakeholders across departments. These skills matter because service improvements rarely succeed in isolation. They require alignment from people who were not in the room when the idea started.
Prototyping services differs from prototyping products, and this course covers methods built for experiences that unfold over time: experience prototypes, desktop walkthroughs, and service staging. You will also learn how to bridge the gap from prototype insights to implementation without losing momentum or stakeholder support.
If your work touches experiences that span multiple channels or require coordination across teams, you already know how often things fall through the cracks. This course covers the methods that help you see the full picture and fix what matters.
Introduction to Service Design Research and Planning Ideation and Prioritization Prototyping and Implementation
Outcomes
What you'll learn
- Cross-channel experience design — Learn to create cohesive experiences whether customers interact through apps, calls, emails, or in-person.
- Stakeholder alignment techniques — Master visual frameworks and workshop techniques that align cross-functional teams around shared goals.
- Service friction diagnosis — Discover ways to spot friction, gaps, and breakdowns in complex service journeys using structured research and mapping methods.