Service Design
- Introduction to Service Design (SD), an extension of Design Thinking.
- Blueprint service, construction best practices.
- Service values: RATER model.
- Designing services, a holistic approach.
- Storyboarding to test the service offering.
Hands-on work
What is a product or service? From a given scenario, build a synthetic Blueprint:
experience, touchpoints, interactions, actors, artifacts, processes, etc.
Accompanying change
- Service design, a transformation tool.
- Maturity Model: a multi-step roadmap for strategic change.
- Design Value Map.
Strengthening skills and capabilities
- Complementary skills.
- Recruit and build your UX team.
- Basic UX design skills.
- Implementing new skills.
Hands-on work
Based on the project studied, what core competencies should be recruited? What additional expertise can be found? What are the differences or impact of each skill on the project?
Creativity and problem solving
- Co-creation activities.
- Design: divergent or convergent thinking?
- Prototyping sprints (getting it wrong early).
Hands-on work
Ideation techniques.
Examples of techniques and group exercises: Crazy Eight, RICE, SCAMPER.
- Design Sprint from Google.
- Case study
- Reflection on design: divergent or convergent thinking. Defining UX objectives using the HMW formula. Group brainstorming to improve a service.
Hands-on work
Characteristics of a UX brief.
The challenges of the UX brief and its target.
- Characteristics of a well-formulated UX objective.
- Hands-on work
- Search for missing elements in a brief, and proposing complements.
- Collaboration in design
- Collaboration and participatory design.
- Stimulating collaboration, the "War Room".
- Plan a workshop.
Case study
Collaborative exercise, "Marshmallow challenge".
Measuring experience
- Key Experience Indicators (KEI).
- Measuring UX in context and over time.
- Google HEART, automated tools.
- UX quality assurance.
- Measuring usability and UX.
- Measuring the customer experience (CX).
- Performance, efficiency, profitability.
Hands-on work
From a scenario, identify the project UX objectives and proposing KEI.
UX benefits, taking the exam.
- Investing in UX.
- Evolving UX knowledge within the organization.
- Debriefing, questions.
Exam
Taking the UX-PM3 certification exam.