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Introduction to Service Design
- Suomen Yrittäjät
Basics of Service Design
Service Design is a topic that is talked about, but it isn’t necessarily understood by everyone. To understand your customers, you can use service design to develop inefficient/ineffective or new services. It is important for entrepreneurs to solve real problems of their customers to get to product-market fit faster.
In this course you will learn what service design means and why it would be useful for your company to use.
The course is open and free of charge for members of Suomen Yrittäjät.
The course is conducted online on a learning platform called Claned. The material includes short videos and reflection questions. You can access the course materials and study with your own pace until 31st of December 2024. The registration is open until 15th of December.
Content of the course
Service Design is a topic that is talked about, but it isn’t necessarily understood by everyone. In this course you will learn what service design means and why it would be useful for your company to use. To understand your customers, you can use service design to develop inefficient/ineffective or new services. It is important for entrepreneurs to solve real problems of their customers to get to product-market fit faster.
In this video following topics are discussed:
- What is Service Design?
- Who uses Service Design?
- Why Service Design?
- Entrepreneurs & Service Design
A central foundation of Service Design is doing the research into who your customers are, what problems they are facing, and what goals they are trying to achieve. To discover customer pain points, goals, and motivations, you need to conduct customer research. It requires you to use methods and tools that have you talk directly to current and potential customers. These research methods are discussed and taught in this lesson. It looks at the difference between the data you get from quantitative vs qualitative investigations. It also helps you to use qualitative methods (interviews, observations, etc) to understand your customers.
In this video following topics are discussed:
- Why customer research is important?
- Different kinds of research
- Interviewing skills
- What you are looking for
In understanding how your product or service fits into your customer’s life or business, then you need to understand the customer’s journey through their experience with you. Most companies have more than one customer group and each of those needs its own customer journey to be mapped. This course will teach you how to build your customers’ journeys and how to understand where you can develop your services/products with the results. For your map to be successful, you will need to base it on the customer research that you have done.
In this video following topics are discussed:
- What is a customer journey?
- Which customer journey?
- Why create a customer journey?
- Creating a customer journey
Speaker
Pamela Spokes
Discover Design Do
Pamela Spokes works as a Service Designer at Metropolia University of Applied Sciences in the Innovation and Entrepreneurship Team. She also has her own company, Discover Design Do, in which she works with small companies to better utilise service design. Pamela is also a certified Workshop Master and a Design Sprint Facilitator. She specialises in entrepreneurship and intense learning events (workshops, design jams, hackathons, etc.). Pamela is Canadian and has a BA, MA, and an MBA.
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