Introduction to Service Design
Course overview:
At Stanford, we all provide many services to our community of students, faculty, and staff. Service Design is a human-centered design approach to creating good service experiences.
In this training, you will learn the core concepts and methods of Service Design through an interactive, hands-on course.
Format:
- The course is offered over Zoom, and consists of three, 3-hour sessions (9 hours of teaching time total), spread over three weeks.
- Individuals or teams can participate, and will be choosing a real-life service from their work to use throughout the course.
Topics covered:
Session 1
- An introduction to Service Design (Lecture)
- Know your users (Build empathy by creating Personas)
- User interviews (Participants plan for user interviews)
Homework between session 1 and 2: Interview your users
Session 2
- Journey Mapping (participants create journey maps from interviews)
- Service Blueprinting (participants map the backstage processes, systems, and people involved in delivering the service)
Session 3
- Harvesting Opportunities (participants identify opportunity areas for service improvement)
- Ideation (Participants brainstorm using "How might we" statements, and evaluate ideas
using a 2x2 framework to prioritize)
- Action Planning (students create action plans to move forward with their ideas for improvement)
Who it's for:
This class can benefit people in many roles, including but not at all limited to:
- Service managers/owners, product managers/owners
- Staff delivering front-line service to their constituents
- Staff who are part of service delivery (developers, managers, individual contributors)
Prerequisites: None
Questions: Please submit any questions about the class here.
Format: Three (3) 3-hour sessions
Course fee: $300
This class is facilitated by the Stanford Improvement, Analytics, and Innovation Services team. You can learn more about them here: https://improvement.stanford.edu/