Designing Good Services
This course enables students to
- Understand the importance of designing services
- Identify what your users need from your service
- Be up to date with the latest research on digital user-behaviour
- Be able to quickly identify potential problems people might have with a service and establish methods for monitoring the quality of your service
- Learn how to use the principles of good service design to build a service that works for everyone
- Have techniques to work collaboratively with others in delivering real change to a service
Agenda
- Understanding what a service is, what users need and how they behave when using services
- Understanding how everything in your organisation affects your service
- Understanding the 15 Principles of Good Service Design and how to use them to assess how well your service is working
- Using user journey mapping to spot potential problems and create a plan to fix those problems and test solutions