Event Details:
This event is open to:
Course overview: At Stanford, we all provide many services to our community of students, faculty, and staff. Service Design is a human-centered design approach to creating good service experiences. In this training, you will learn the core concepts and methods of Service Design through an interactive, hands-on course.
Format: - The course is offered over Zoom, and consists of three, 3-hour sessions (9 hours of teaching time total), spread over three weeks. - Individuals or teams can participate, and will be choosing a real-life service from their work to use throughout the course.
Topics covered: Session 1 - An introduction to Service Design (Lecture) - Know your users (Build empathy by creating Personas) - User interviews (Participants plan for user interviews)
Homework between session 1 and 2: Interview your users
Session 2 - Journey Mapping (participants create journey maps from interviews) - Service Blueprinting (participants map the backstage processes, systems, and people involved in delivering the service)
Session 3 - Harvesting Opportunities (participants identify opportunity areas for service improvement) - Ideation (Participants brainstorm using "How might we" statements, and evaluate ideas using a 2x2 framework to prioritize) - Action Planning (students create action plans to move forward with their ideas for improvement)
Who it's for: This class can benefit people in many roles, including but not at all limited to: - Service managers/owners, product managers/owners - Staff delivering front-line service to their constituents - Staff who are part of service delivery (developers, managers, individual contributors)
Prerequisites: None
Questions: Please submit any questions about the class here.
Format: Three (3) 3-hour sessions - June 24, July 8, July 15
Course fee: $300
This class is facilitated by the Stanford Improvement, Analytics, and Innovation Services team. You can learn more about them here: https://improvement.stanford.edu/