About this Course

Code TP337
Duration 1 Day

When you have two coffee shops right next to each other, that each sell the exact same coffee at the exact same price, service design is what encourages a customer to walk into the one and not the other.

In a world of proliferating products, where technology can more often hinder than help, service design is transforming the way organisations relate to those who use their services, improving both the customer experience and organisational performance. This course will give you a hands-on understanding of the key principles and practices within service design as well as helping you to place it firmly in context, clarifying its role alongside long standing disciplines such as marketing and user experience.


Who Should Attend?

If you're coming up against organisational boundaries in your area of capability, think there might be a better way to co-ordinate the needs of your organisation and its 'customers' and 'suppliers', but aren't sure how to take the first step, this course will be ideal. It's designed for people who are new to service design or have only limited previous knowledge and practical experience. It will introduce you to the core theory of service design, orient you to the service design process, give a practical demonstration of the key tools and techniques involved and relate service design back to business fundamentals.

Delegates will learn how to

  • Take a more holistic perspective on how to improve and innovate service experience and performance, by working across organisational silos.
  • Reframe service problems, shifting the focus from selling products to sustaining valuable service relationships.
  • Articulate the value of improving your organisation's service capabilities, alongside other levers such as improving operational efficiency, marketing activity and new product development.


  • How to relate service design to other relevant disciplines and business functions i.e. marketing, user experience, IT and operations.
  • How the double diamond service design process might work in your own organisation.
  • Introductory practical skills to understand user and stakeholder research in context and practical tools for aiding service development in your own organisation.
  • To relate what you have learned about service design into a business context.

1 Day


This is a QA approved partner course

Delivery Method

Delivery method


Face-to-face learning in the comfort of our quality nationwide centres, with free refreshments and Wi-Fi.

Find dates and prices

Online booking is currently not available for this course, to find out more please call us on 0113 220 7150 or email us at info@qa.com to discuss how we can help.

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