4.49 out of 5
3014 reviews on Udemy

Service Design: Designing for Experience Over Time

Learn how to structure new service innovations that deliver value to customers and users
Jon Kolko
7,837 students enrolled
English [Auto]
Analyze an existing service in order to judge its efficacy and value. This provides you with a language of criticism and evaluation.
Think about experiences as a series of designed touchpoints. This is a new perspective on products, treating them as part of dynamic ecosystems.
Understand how changes in one part of a system impact another part of a system. Systems thinking realizes that ecosystems are complex, and simple causality is hard or impossible to identify.
Tell stories of how people experience designed artifacts. The ability to craft narratives becomes one of the most fundamental ways of communicating time-based interactions.
Visualize how a person interacts with touchpoints in order to achieve a goal. These time-based visualizations bring narratives and stories to life in accessible, approachable formats.
Articulate the value of designing for time-based experiences. This provides you with the ability to sell and evangelize for service based thinking.
Create rapid, low fidelity prototypes of experiences. Crafting prototypes of interactions helps show otherwise hidden system boundaries.

This training program helps you leverage methods of design thinking in order to produce new and compelling service and system designs. It serves as a foundation for thinking about the behavioral touchpoints a user may have with your company, and how those touchpoints can be better designed to support a more comprehensive and purposeful brand experience.

The training program’s primary emphasis is on diagramming and storytelling. You’ll learn to create quick, low-fidelity representations of ideas, so you can test these ideas and improve upon them. By embracing diagramming, storytelling, and rapid prototyping, you’ll be prepared to introduce a culture of making into your company or organization. You’ll understand how to visualize complex ideas, how to minimize complexity, and how to simply illustrate changes in a complex system. 
Grounding Principles

Experience. The experiences people have shape their views and perspectives, and the experiences people have with your brand shape the way they think about, judge, and interact with your company. Experience happens over time, and our curriculum focuses on the development of time-based artifacts that help tell stories of behavior. You’ll learn to think about narrative structures, and consider products and services in a larger, experiential context.

. Often, we look internally at our own company’s processes, attitudes, and perspectives. Empathy means looking outwards, exploring the emotions and perspectives of our users and customers, and trying to see the world through their eyes. Our curriculum emphasizes forms of active empathy: exploring novel situations from a perspective of vulnerability in order to feel what customers feel.

. Artifacts ground ideas in reality so that they can be critiqued, examined, and improved. Prototyping is a form of iterative making, in order to see ideas come to life. Prototypes can be collaboratively evaluated, and can be applied to products, services, and systems. Ideas can be developed at a variety of fidelities, and our curriculum emphasizes quick prototyping at rough stages of fidelity, in order to drive rapid improvement. 

Skills Developed 
You’ll learn these practical skills: 

  1. Scenario development and storyboarding. Written and visualized scenarios act as the underpinnings for time-based interactions. You will learn to craft believable, future-facing stories of how people use new services and systems. 
  2. Customer journey mapping. Journey maps act as visual representations of how a person explores a service over time, showing connection points between people, products, policies, and interactions. These visuals can be used to illustrate both the problem (or existing) state of a service, as well as the future (or ideal) state of a service design. 
  3. Service slices. Many services include human touchpoints, and these touchpoints often shape how we feel about the entire service experience. You will learn how to create various “slices” of a service in order to show information flow, sequences of interactions, and the power dynamics between actors in the system. 
  4. Rapid prototyping. You will learn to visualize your ideas in two and three dimensions, showing how new service touchpoints will actually manifest. You will learn to prototype at different levels of fidelity, and to critique designs in order to improve upon them. 

Welcome to our course!

[VIDEO] Introduction

Welcome to the course! 

You'll learn about the role of narrative, time, and touchpoints in the creation of services. We then explore service design with two concrete examples. First, we will describe an entertainment and experiential service, one that has an emphasis on situational moments based on human to human interactions. Then, we will describe a product based service, one that places a focus on digital tools as the primary source of interaction. Finally, we will ground the course expectations in main service design principles. 

Attached you'll also find all of the project files you'll need to complete your homework. Download the various files; we've also included a zip file that you can use, too. 

Course Content

[VIDEO] Service Audit
[VIDEO] Service Slices
[VIDEO] Customer Journey Mapping
[VIDEO] Narrative
[VIDEO] Value Promise


[VIDEO] Summary
You can view and review the lecture materials indefinitely, like an on-demand channel.
Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
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1 hours on-demand video
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Service Design: Designing for Experience Over Time


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