Course Information

Introduction

Service design is a structured approach to creating services that are efficient, customer-centred, and aligned with organisational objectives. By understanding customer needs, mapping service journeys, and improving internal processes, organisations can deliver consistent experiences that increase satisfaction, loyalty, and operational performance.
This five-day course provides practical tools and techniques for designing, evaluating, and improving services across the customer lifecycle. Participants will learn how to map customer journeys, identify service gaps, develop customer-centred solutions, and collaborate across departments to create services that deliver measurable business value.

Objectives

Apply service design principles to develop customer-centred services that improve satisfaction and operational efficiency.
Map customer journeys and service processes to identify pain points, opportunities, and service improvement priorities.
Use customer research and feedback to define service requirements and support evidence-based design decisions.
Develop and test service improvements through prototyping, validation, and cross-functional collaboration.
Create an implementation roadmap with measurable service performance indicators and continuous improvement actions.

Who Should Attend?

Customer Experience Managers.
Service Design and Service Improvement Specialists.
Product Managers responsible for customer-facing services.
Operations and Customer Service Managers.
Business Analysts and Process Improvement Professionals.

Training Method

• Pre-assessment
• Live group instruction
• Use of real-world examples, case studies and exercises
• Interactive participation and discussion
• Power point presentation, LCD and flip chart
• Group activities and tests
• Post-assessment
If Applicable:
• Each participant receives a 7” Tablet containing a copy of the presentation, slides and handouts

Program Support

This program is supported by:
* Interactive discussions
* Role-play
* Case studies and highlight the techniques available to the participants.

Daily Agenda

Daily Schedule (Monday to Friday)
- 09:00 AM – 10:30 AM Technical Session 1
- 10:30 AM – 12:00 PM Technical Session 2
- 12:00 PM – 01:00 PM Technical Session 3
- 01:00 PM – 02:00 PM Lunch Break (If Applicable)
- Participants are expected to engage in guided self-study, reading, or personal reflection on the day’s content. This contributes toward the CPD accreditation and deepens conceptual understanding.
- 02:00 PM – 04:00 PM Self-Study & Reflection

Please Note:
- All training sessions are conducted from Monday to Friday, following the standard working week observed in the United Kingdom and European Union. Saturday and Sunday are official weekends and are not counted as part of the course duration.
- Coffee and refreshments are available on a floating basis throughout the morning. Participants may help themselves at their convenience to ensure an uninterrupted learning experience Provided if applicable and subject to course delivery arrangements.
- Lunch Provided if applicable and subject to course delivery arrangements.