Learning module: Introduction to Service Design

January 12, 2022

I have recently developed a course module on service design for corporate employees. It is a 3 week course developed on google classroom with multimedia material and miro board, below some indications about the course!


Service design is a process where designers create sustainable solutions and optimal experiences for both customers and any service providers involved. Designers break services into sections and adapt fine-tuned solutions to suit all users’ needs in context—based on actors, location and other factors.

In the reality of B2B manufacture, industries are moving towards an interconnected world of machines, technologies, people and new services. The context is becoming more and more dynamic, raising question on how to support employees to embrace and support innovation in the manufacture industry.

This course aims to involve employees into actively taking part of the transformation of the company.

The topic is relevant for businesses that want to focus or improve their customer service. Understanding and applying Service Design Methods can support each individual to innovate the company and get involved in companies transformation.

Course goal

The participants will be expected to:

  • Recognize the value of service design in their context
  • Develop service design research
  • Apply service design methods

Target Audience

This course is made for working professionals of all seniority level working in contact with customers.

Learning outcomes

  • LO1: Explain: Service design thinking
  • LO2: Recognize: Service Design methods
  • LO3: Transfer: the knowledge into their working environment by identifying applicable innovation challenges

Instructional Strategies

The course is design based on the learning theory of andragogy, since the concept should be acquired in a fast paced environment with adult learners.

Participants will apply the knowledge on a project  connected to their experience and working environment. The Understanding by Design model fits with acquiring, understanding and transferring service design skills in order to promote (thus transfer) the skill learned to innovate within the internal departments of the company.
Participants will also have access to an online  quizzes to test the knowledge aquired.

The course

You can access the course here: Introduction to service design

Have a look at the first introduction:

Or quickly scan it here:

Miro Boards:

References of the course

#TIDDS METHOD LIBRARY. Service Design Doing.  Retrieved from:  https://www.thisisservicedesigndoing.com
Service Design Tools. Sdt. Retrieved from:   https://servicedesigntools.org
Service  Design. Interaction Design Foundation. Retrieved from: https://www.interaction-design.org/literature/topics/service-design
Daniela Morales.  (August 2017). What is Service Design A tale of two coffee shops. Youtube https://www.youtube.com/watch?v=HNOY8GLVy_8
Service Design Academy.  (May 2020). Service Design Academy: The Double Diamond. Youtube. https://www.youtube.com/watch?v=mRd7OVmiyZw
Design Council. What is the framework for innovation? Design Council's evolved Double Diamond.
Service Design Academy.  (May 2020). Prioritisation matrix. Youtube. https://www.youtube.com/watch?v=ZneQHo9Xddk
NNGroup. (2018) Using Prioritization Matrice. https://www.nngroup.com/articles/prioritization-matrices/
Engel M. (2002) Writing a Problem Statement. Retrieved from:
What are Personas? Retrieved from: https://www.interaction-design.org/literature/topics/personas
About Personals.  (May 2017). Samply. Youtube. https://www.youtube.com/watch?v=GNvLpfXCge8
Customer Journey Mapping.  (May 2017). Samply. Youtube.https://www.youtube.com/watch?v=2W13ext26kQ