Service design and customer experience - free course from Skillbox, training, Date: November 29, 2023.

Since 2004 he has been working in the field of design/engineering, since 2015 he has been specializing in the areas of Human Experience and Strategic Design. Engaged in managing user and client experience, as well as the experience of the organization’s employees / Design-Management, Service Design, Customer Experience, Employee Experience; As well as the development and transformation of organizations through customer-focused strategies / Customer-focused Strategy; And the creation of laboratories for the design of new user solutions / Service Design Lab, Design Process, Customer-driven Innovation, Creative Leadership. Works to improve the quality of life in “difficult” territories and places of “new growth” / Community-based urban development, Design for Social Impact. Lecturer at the British Higher School of Design and Skolkovo Business School.

Service design
Find out what a service designer does and how it relates to UX/UI. Get acquainted with techniques that help you understand and establish business processes.

The role of the service designer
Learn about the main roles of a service designer and working with emerging constraints.

Types of Custom Paths Journey Mapping
Learn to create different path maps and evaluate user behavior at each stage of interaction with the service. You will be able to develop a scenario-based view of services.

User path measurements
Get acquainted with metrics for tracking user behavior and learn how to evaluate their satisfaction with a service or product. Learn to place entry, feedback, retention and development metrics in CJM.

Fidgetal interfaces
Explore types of digital interfaces using real market cases. You will understand how each of them affects the trust and emotions of users.

User Engagement Principles
Learn how to make customers want to use the service. Create a basic engaging scenario. Learn different mechanics of audience engagement and how to measure it.

Service Layers
Understand what the layers of user experience are. Learn to build relationships with users at every point of contact: from conversion to habit formation and wow solutions.

Holding mechanics
Learn how design, text, and interactive interface elements can hold attention. Study user habits and be able to influence their behavior. Become familiar with the ethics of a service designer.

Motives for the transition
You will understand what guides users when making a purchase or click. Consider the Jobs To Be Done theory to gain a deeper understanding of what users want and create products they will love.

MAYA principle
Learn about the popular MAYA principle, which helps sell new products and attractively “package” old ones. Learn to find the unique value of a product and convey it to your audience.

Service Design Blueprint
Master the Service Design Blueprint tool, which helps you build and display the entire architecture of business processes in your company.

Designing through contradictions 
You will figure out how to balance the interests of the user and the business. Learn to find and correct contradictions, build the logic of your project.

Employee Experience Frame
Learn about the features of creating products, services and solutions for employees. Learn to create employee journey maps. Get acquainted with cases and corporate services.

Service laboratory
You will understand how to build connections and exchange of information between departments and divisions. Learn how service laboratories and customer experience departments are organized. Create your own libraries of service solutions.

Tools for developing service thinking
Learn to look at projects like a service designer and see where they can be improved. Master the Reframing Method, which helps change your point of view, and you can use it in communication with your client.