Service design training course
Future‑proof your organisation with this practical one‑day course designed to help you redesign services around what customers truly want and need. Learn core service design principles, explore real case studies, and gain hands‑on tools to improve service experiences.
There are currently no upcoming dates available for this course, but you can register your interest by completing the form below.
Register your interestWho it’s for
Ideal for anyone involved in delivering services, plus managers, change practitioners, and improvement specialists seeking to enhance service quality.
What you’ll learn
- Core principles and expert thinking in service design
- Customer‑centred research methods
- Tools and techniques for mapping and improving services
- Real‑world examples of successful service improvement
Topics covered
- what is service design?
- how does it fit with other improvement methodologies that we know?
- the five principles of service design
- ‘User Centred’ or Customer Centricity – getting into the mind of the customer
- developing personas
- customer safaris
- service blueprinting
- customer heartbeats
- the Double Diamond framework
- Lou Downe’s Principles of Good Services
Benefits
- Understand the fundamentals of service design
- Learn practical tools: personas, customer safaris, service blueprinting, customer heartbeats
- Apply proven frameworks including the Double Diamond and Lou Downe’s Principles of Good Services
- Strengthen your organisation’s customer‑centred approach
Teaching and useful information
Led by Sarah Lethbridge Pro Dean of External Engagement at Cardiff Business School and an experienced improvement specialist. Delivered in person at the Postgraduate Teaching Centre.
Location
We offer a number of exciting programmes including Lean and Management courses, which enable you to gain new perspectives on a variety of business and management issues.