Course Description

Learn how to design effective end-to-end customer experiences at your organization.  Gain knowledge and skills and apply them in team-based, hands-on exercises to build a real-world service concept. You will understand the strategy, methodologies, tools and process to implement service design in your work. 

Course Outline

This workshop will cover topics including:

  • What is driving human-centered customer experience transformation?
  • How to apply Design Thinking methodologies to customer experiences
  • Stakeholder and ecosystem mapping
  • Research strategies and mapping customer journeys
  • How to identify and assess touchpoints
  • Recognizing and recommending opportunities for high impact design improvements
  • Developing a service blueprint
  • Prototyping, testing and refining concepts to improve customer experiences
  • Strategies for encouraging organizational buy-in, from the top down

Applies Towards the Following Certificates

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