Kate Philbin Dargan's Course Certificate: Service Design: How to Design Integrated Service Experiences

Run a service design process from start to finish from discovery and research through prototyping and delivery.

Map and improve end-to-end services using journey maps, lifecycle maps, and ecosystem maps to reveal gaps and opportunities.

Apply service blueprints to connect frontstage and backstage work to align people, processes, and systems behind the experience.

Use role-based personas and service safaris to build a grounded understanding of real service contexts and behaviors.

Prototype service improvements and test assumptions to reduce risk and refine solutions before implementation.

Apply business model tools in service design, including value propositions and the Business Model Canvas, to clarify value and feasibility.

Link service design decisions to business goals and strategy to improve alignment, buy-in, and measurable outcomes.

Set up and scale service design within an organization by forming teams and engaging stakeholders across departments.