3749A - Introduction to Service Design I – Principles and Concepts
Course Description
If your organization needs to boost productivity and improve service quality, it must build its service design capabilities. In this course, you’ll study the history and key principles of service design. You’ll learn to build long-term value by better understanding your customers’ needs. You’ll create customer journeys that unfold over time, identifying key opportunities for meaningful interaction through multiple channels. You’ll emerge better equipped to analyze your organization’s existing services and apply service design principles to help it remain competitive.
Within 4-6 weeks of successfully completing this course, you will receive your micro-credential indicating achievement of the outlined learning outcomes and competencies/skills. Micro-credentials are tamper proof, verifiable, blockchain-based and 100% digital. They can be shared on social media, including LinkedIn and Facebook, embedded in websites or downloaded as PDFs.
Learning Outcomes
By the end of this micro course, you'll be able to:
- Describe what Service Design is and how it differs from User Experience (UX) Design and Customer Experience (CX) Design
- Identify and explain the principles of Service Design and compare with Design Thinking
- Recognize service as a customer journey and distinguish the key moments in that journey
- Analyze an existing service in order to judge its efficacy and value
- Plan to start practicing Service Design
Competencies/skills developed in this micro course include:
- Client Focus
- Design Thinking
- Strategic Thinking
- Leading Change
Notes
This course can be applied to the Service Design certificate
Eligible learners may apply to the Ontario Student Assistance Program (OSAP) for this micro-credential. You can find more information on our Financial Aid page.
This course may be applied towards the SCS Certificate(s) in
- Service Design : Required Courses
Karri Ojanen is a senior customer, user experience and service design lead with over 20 years of global experience. Karri grew up and began his career in Finland where he earned his experience as concept designer, UX lead and creative director at some of Scandinavia’s most reputable digital agencies. He then went on to work in the Middle East, the United States, and Canada. Karri currently works as a Design Coach at one of the largest life insurance companies in the world. Karri’s work has been awarded nationally and internationally.