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Service Design Masterclass – Fundamentals And Tools
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3h 26m

Learn what service design is and why it is needed, and develop a service design mindset by applying the six service design patterns.

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Course Skill Level
Time Estimate
3h 26m


My professional profile: Business consulting: I’m a manager in one of the largest consulting companies in the world and active as a specialist in business analysis. Experience & sector: I draw my experience in business consulting from many high-profile projects in the financial industry. More specifically, I have experience in business analysis, service design, project management, process optimization and strategy definition. Academics: I hold 2 master degrees, one in business & finan

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About This Course

Who this course is for:

  • Recent graduates looking to start a position as a service designer, a business analyst, business consultant, product manager, product owner or even a UX designer
  • Junior service designers wanting to strengthen their knowledge
  • Senior service designers looking to brush up their skills
  • All professionals who are actively doing service design in their field of expertise and wanting to formalize their way of working

What you’ll learn: 

  • Acquire a thorough understanding of what service design is and why it is needed
  • Develop a service design mindset by applying the six service design patterns
  • The ability to confidently create and apply service design personas, prototypes, customer journeys maps, service blueprints and much more
  • Receive insights in how service design tools have been applied in various professional environments
  • Test out newly acquired skills in a project-like setting


  • No prior knowledge is required to take this course

Create high quality customer experiences for products and services by applying Service Design techniques and patterns. 

In today’s day and age, everything revolves around the user. A solid customer experience guarantees companies will become or remain successful in a sustainable manner. But how can companies ensure a good enough user experience? This is where service design comes in. Service design is a mindset, a process and a toolbox that will hack our brains into delivering high-value user experiences.

What else can I offer you?

You will have access to:

  • The slides of the course which you can use at your own convenience
  • Fun assignments to make things more tangible
  • Handouts and templates to help you in your day-to-day service design activities

Now it’s your turn!

Convinced? Then don’t hesitate any longer and enroll in the course!


Our Promise to You

By the end of this course, you will have learned to develop a service design mindset.

10 Day Money Back Guarantee. If you are unsatisfied for any reason, simply contact us and we’ll give you a full refund. No questions asked.

Get started today!

Course Curriculum

Section 1 - An Introduction To Service Design
Introduction 00:00:00
An Illustration Of Service Design 00:00:00
Company Challenges 00:00:00
Service Design To The Rescue 00:00:00
Service Design Scope 00:00:00
The Design Lifecycle 00:00:00
Lecture Key Takeaways 00:00:00
Section 2 - Service Design Patterns That Work
Patterns 00:00:00
Introduction To Service Design Patterns 00:00:00
Pattern 1: Diverge And Converge 00:00:00
Pattern 2: Solving The Right Problem 00:00:00
Pattern 3: Adapt And Iterate Frequently 00:00:00
Pattern 4: Quick And Dirty Methods 00:00:00
Pattern 5: Collaboration Is Key 00:00:00
Pattern 6: Practice Over Theory 00:00:00
Lecture Key Takeaways 00:00:00
Section 3 - Service Design Toolbox
Service Design Tools 00:00:00
Introduction To Service Design Toolbox 00:00:00
Section 4 - Service Design Persona
Personas 00:00:00
Introduction To Personas 00:00:00
Persona Building Blocks 00:00:00
The Four Types Of Personas 00:00:00
Creating And Deploying A Persona 00:00:00
Case In Point – Personas 00:00:00
Lecture Key Takeaways 00:00:00
Section 5 - Service Design Prototypes
Prototypes 00:00:00
Introduction To Prototypes 00:00:00
Prototype Building Blocks 00:00:00
Prototype Characteristics 00:00:00
Fidelity Level Pros And Cons 00:00:00
Case In Point – Prototype 00:00:00
Lecture Key Takeaways 00:00:00
Section 6 - Service Design Customer Journey Maps
Customer Journey 00:00:00
Introduction To Customer Journey Maps 00:00:00
Customer Journey Map Building Blocks 00:00:00
Customer Journey Map Characteristics 00:00:00
What Is Story Mapping 00:00:00
Story Mapping Illustration 00:00:00
Case In Point – Customer Journey Maps 00:00:00
Lecture Key Takeaways 00:00:00
Section 7 - Service Design Blueprints
Service Blueprints 00:00:00
Introduction To Service Blueprints 00:00:00
The 5 Benefits From Using Service Blueprints 00:00:00
The Service Blueprint Building Blocks 00:00:00
Introduction To BPMN 00:00:00
Creating Your Own Service Blueprint In 6 Easy Steps 00:00:00
Case In Point – Service Blueprints 00:00:00
Lecture Key Takeaways 00:00:00
Section 8 - Wrapping Up
Congratulations! 00:00:00


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