Principles of Service Design
Product & Design
Hard Skills
This set of questions is suitable for those who will be responsible for designing, implementing and monitoring physical or digital services and experiences, interacting with different sectors and types of customers. The multiple-choice questions explore the main areas of knowledge and practical skills of a service designer, a professional figure who works in interdisciplinary teams or multi-stakeholder settings. They are suitable for people with educational backgrounds or work experience in design or related disciplines.
Topics Covered
- Communicating and knowing how to sell service design
- Differences between service design and design thinking
- Understanding customers' needs
- Improving the user experience
- Value proposition design
- Mapping a project's stakeholders
- Designing channels and touchpoints of a services
- Servitizatin
- Differences between UX and CX
- Summary of the discovery phase
- Differences between customer journey map and service blueprint
- Handover to the development team
- Governance of a service
- Employee experience
- Customer satisfaction
Author bio
Commonground srl: Commonground is a service design studio based in Bologna, specializing in research, training and facilitation of participatory processes. They propose a design approach to classic consulting, in which they mix disciplines and give life to a design space in which to confront, share knowledge and experiment with new tools. They are process experts and work with domain experts in different fields to design innovative people- and business-friendly solutions. For more than 10 years they have been organizing training courses on user-centered design, and facilitating co-design and innovation paths, creating ad hoc formats for public administrations, private clients (corporate, startups and SMEs) and the third sector.