Courses

Service Design Immersive

Service design immersive
Sessions for individuals / two days
Contact for team pricing

In this hands-on course, you’ll learn and practice the tools that will help you deeply understand the world surrounding your service, identify opportunities to improve, and create the conditions to actualize your vision.

Ideal for

Managers and cross-functional teams hoping to understand and improve their end-to-end customer experience.

Topics

Day

01

  • Understand the implications for an organization adopting a service mindset.
  • Help your organization gain a more holistic understanding of your services by leveraging design research and synthesis.
  • Research the current state of a service in order to understand your customers’ current experience.
  • Learn how to create journey maps to frame your understanding of the service around your customers’ activities and their emotional response.
  • Identify and pose opportunities for improving a service.
Day

02

  • Use ideation methods to generate multiple potential solutions.
  • Practice storytelling to frame your service vision around the customer experience.
  • Use prototyping techniques like bodystorming to help evolve and refine a service concept.
  • Learn how to build a service blueprint to plan the implementation of your service vision and communicate it to your organization.
  • Discover tactics to set implementation in motion and maintain momentum.

You’ll walk away knowing how to:

  1. Identify opportunities for your service to grow and evolve.
  2. Anticipate and plan for operating within a more holistic service design mindset.
  3. Involve and align others in the creation of your future service vision.
  4. Use and adapt multiple tools, such as user journeys, service blueprints, ideation, prototyping, and more.

Download the course PDF

Upon completion

You’ll receive all materials from the course as well as a certificate to help you stand out from the crowd in your professional network.

Our teachers

Our faculty consists of practicing designers who teach from their experience in the field. They have dynamic communication skills, a flair for facilitation, and plenty of personal stories about applying specific design thinking methods and tools.

Jo Roberts
Jo Roberts
Senior Business Designer
Valentina Canavesio
Valentina Canavesio
Design Researcher
Jen Zhao
Jen Zhao
User Experience Designer
Reed Loar
Reed Loar
Director
Tammy Su
Tammy Su
Senior Designer
Shannon McGarity
Shannon McGarity
Director
Nirman Bisla
Nirman Bisla
Senior Interaction Designer
Teresa Brazen
Teresa Brazen
Managing Director, Cooper Professional Education
Jim Dibble
Jim Dibble
Associate Director
Emma Sherwood-Forbes
Emma Sherwood-Forbes
Head of Studio, San Francisco
Nate Clinton
Nate Clinton
Executive Director, North America
Zohar Adner
Zohar Adner
CPE Faculty
“I learned how to bring a group of people, who may or may not be designers, along on the journey of understanding our user and aligning around the problem we’re trying to solve.”
Seton Goddard, Solution Design and Innovation Lead at Cigna’s Innovation Center of Excellence
“It’s a great way to build a more confident design practice, working hands on with engaging peers and facilitators.”
“Very helpful to solidify understanding and practice of service design for all roles, not just designers.”
“These topics apply to everything we do, from operational strategies to actual product development.”

Register now

  • June 3, 2020
    San Francisco
    Register
  • July 16, 2020
    Lima
    Register
  • July 23, 2020
    Medellín
    Register
  • September 15, 2020
    San Francisco
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  • October 20, 2020
    New York
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  • November 10, 2020
    San Francisco
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  • December 1, 2020
    New York
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  • December 8, 2020
    San Francisco
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  • August 26, 2020
    Oslo
    Register
Full schedule

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Cancellation policy

To cancel your registration, notify us at [email protected]. If you do so at least 30 days prior to the start of the course, we refund your payment in full. Alternatively, you can transfer your registration to another course within one year of the cancellation date, or assign another individual from your organization to take your place.

advanced design leadership and design thinking fundamentals certificate badges

Part of our certificate series

Dive into the core mindset and methodology of human-centered design and emerge with a brand new set of tools and skills to respond to your customers’ wants and needs.

Learn more

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