Attending this course and passing the exam earns1 UX认证信用, which also counts towards the optionalUX管理专业.
了解有关NN / G的更多信息UX CertificationProgram.
服务蓝图
Use service design to create processes that are core to your digital experience and everything that supports it
谁该参加
谁该参加
Service design encompasses everything and includes a variety of design fields—marketing, engineering, psychology, architecture, graphic, and industrial—to name a few.
This course will specifically address computer provided services, useful to any professional who wants to understand how people, places, and processes can be aligned to create an exceptional experience for not just the customer, but also the provider. This includes business to consumer, business to business, or government.
Topics Covered
Topics Covered
- Theory
- What is a service?
- History of service design
- 服务设计与UX与UI与XD
- Merging “front-stage” needs with “back-stage” processes
- 关键术语
- 服务设计的5个原则
- Development
- Components
- 接触点
- Service blueprinting
- 蓝图工作时
- 服务蓝图与体验映射与旅程映射
- 蓝图解剖学
- 蓝图的6个阶段
- 在服务设计中使用设计思考
- Delivery
- Aligning business models to service design
- 日常惯例的工具
- 服务生命周期
- Service scenarios
- 促进蓝图讲习班
格式
格式
本课程是讲座格式和参与式研讨会的组合。您将参加小组练习，以加强学到的原则和技术。
The course also includes:
- A breakdown of common mapping terms and their relationship to each other
- Hands-on exercises with feedback from the instructor
- 示例蓝图解除有效和不起作用的东西，为什么
- Opportunities to ask questions and get answers
UX Certification Credit
UX Certification Credit
Participant Comments
Participant Comments
“这门课程让我从”地球上的东西是服务蓝图“到omg我迫不及待地想试试这个。感觉就像一场火点亮了我！莎拉是一个惊人的演讲者和促进者。”
Deb Maher
"The course opened my mind to think of new ways of mapping process in my organization, but considering first employees and customers. It's an easy and less intimidating way to convince conservative departments how important it is to understand context and user first."
Marina Domingues, Itau Unibanco, Sao Paulo, Brazil
"As someone who knew very little about service blueprinting I came out of this course with the confidence to understand and conduct but also lead a service blueprinting project."
Elliot Mayer, Freelancer, Victoria, Canada
“我真的在一些关键要素上挑选了开发优秀的服务设计蓝图。具有良好互动的实用课程。”
Matthias, Brightbyte
更多参与者评论
"Great, engaging content. Speaker was infectiously enthusiastic."
Shain Mcalindon, BT
“Alita非常棒，解释服务蓝图和运行活动。Alita对这一主题有了很大的了解，并让参与者保持联系到课程。”
Vikas Bhutani, Telstra Purple, Melbourne, Australia
"As usual, Sarah's course was extremely well managed and delivered with so much energy and practical exercises!"
Francois Amisse, Novup SAS
“这是一种非常实用的技术，特别是因为它可以通过大量的内部研究来删除B2B和客户研究可以发生的预算和其他障碍。我可以看到我组织的许多应用程序。”
Keryn Christiansen, Clubware, Auckland, New Zealand
“这是一个很好的课程，它有很多互动。莎拉具有如此巨大的能量和热情，这使得该课程非常容易遵循。它真正的学习，这课程就可以了！”
德克，埃森哲
“我之前在我的职业生涯之前完成了服务蓝图（也使用了NN / G概念），但我仍然发现了这门课程的鼓舞人心。Alita非常引人入胜，表达和知识渊博。甲板非常抛光和全面。我也喜欢这个事实她让我们向团队介绍了我们在全天开始合作。我在这次会议的旅程中，我仍然发现了一个最好的参加者。我估计整个会议课程应该采用破冰方法。非常有效。哦，最后但并非最不重要的是，我喜欢柴的外表!!!它给了课程个人触摸，也令一天结束时刷新。“
Nuranti Mandrini, Canberra, Australia
"I'm so pleased with this course. I definitely feel ready to put service blueprinting into action in my current work."
Liz Hamilton, Meridian Knowledge Solutions
"This was really mind blowing, it helps me to begin to connect all the different points of the journey and change the way of viewing the whole process in order to improve the experience not only for the user but for all the service. "
Jose Ramirez, Almundo, Argentina
"Cannot wait to apply it with my company transformation, a lot of work to do but perfect for a lot of these. Sarah's class is great, enthusiastic."
Fiorella Matta，Belcorp
"Sarah took time clarifying vague parts of the subject. I love that she actually went around to spot difficulties during our hands-on exercises. She even provided professional insights to individuals."
Grace Steele, SSFCU
"Wow! The day flew by. Tons of great information to get me started."
Tom Wanek, Wizard of Ads
“我对在我的练习之后在练习中使用Service蓝图感到有信心。一个伟大的，引导的动手活动有助于加强在课程中引入的材料。”
巴斯蒂亚库尔特，库克斯集团
“只是正确的介绍材料。完美的互动量。喜欢这堂课。”
Wes Lewis，Booz Allen Hamilton
“莎拉说服了我，我们需要在炼金术中使用服务蓝图。”
Joey Brennan, Alchemy
"Really is a good class. Everything is very deep."
Vanina Napimoga, Almundo, Argentina
“在NN / G会议上结束一个完美的方式是什么，在NN / G会议上结束一个激烈的一周。信息丰富，参与和非常有用的内容。我会在未来会议上展示莎拉的眼睛睁开眼睛！谢谢！”
Jeremy Hulette, Advanon AG
"I attended 11 courses so far and together with Journey Maps this is by far the best one because it is so well presented. Interactive, humorous, enthusiastic, addictive. Can't wait to implement service blueprinting at work."
Tristan, RBI
"Information dense but fast moving and practical."
大卫·罗斯比
"Love Sarah. I changed my course to be in her class as her content and delivery is so thorough and unveils the drk arts of blueprinting / mapping."
Niki Knuszka，Nikishu设计
"Great amount of interaction, paired with the right level of engagement. The first activity used as an ice breaker to make everyone get together in a group and identify a team was critical to make the group bond and work better. Well done!"
“一个充满活力和充满激情的演示者。这门课程给了我一手了解了一旦我回到我的桌子时如何了解蓝图。内容很好地组织，设置是交互式的。”
“卓越的内容。这将帮助我利用并为我的组织创建一个服务蓝图框架，使我们的支持和注册团队能够创建一个以人为本的服务。”
Suganya Arthanareeswaran, Anglo American, Perth, Australia
"This is how all presentations should be. Interactive and enthusiastic."
Dimosthenes, Spreadshirt
“莎拉高度吸引力和知识渊博。我很乐意把她带到我公司的辅助商！”
Marisha Bhalekar, DAT Solutions
"So good. Exactly what I needed and wanted. the blueprint creation in class was great. I really liked the facilitation tips, too. Great explanation and definition of service design."
Shaun Hartman，Arferical
“喜欢它！互动练习和讲座的优秀组合，以教导服务蓝图的必要和先进方面。强烈推荐。”
Michael Hunter, BD
“完美和乐于乐于乐于生意。莎拉通过实用的课程，故事和高度相关的动手活动来熟练地指导房间。我们都走了更强的促进者，并充分地为我们公司的产品和服务立即建立了服务蓝图的信心和能力。“
Kelly Alleen-Willems，C-SATS
“实际指导！我要离开这一课程的灵感在工作中变得更改！”
Monica Kumar，Genentech
“认为这门课程很好提供服务蓝图的结构，并专注于更容易定义和缓慢消除服务蓝图的广度。”
Christian Bergstrom, Clover Network
“非常可爱的课程。我参加的最佳课程。我喜欢互动，非常泡沫和富有洞察力的教练。我从那时里学到了很多东西。”
Nigel Cheok, PUB, Singapore
“我一直在为我之前的公司进行设计服务蓝图（或类似）。但是，我总是有些东西可以清楚地映射。威尔士回答并引导我在我拥有的盲点上。这门课程非常好的！”
Joreen Tay, MasterCard, Singapore
"Anyone who is working in UX should take this course. Focusing exclusively on the end user and not understanding the work of everyone who is involved in delivering their experience seems crazy now."
Dan Ladrapelle, Wayfair
“这门课程真的很有洞察力。我感谢莎拉的努力使其适用于房间里代表的所有行业。”
Manisha Hossain，AWS
"I was very happy with this course. I really liked the format and the fact you got to apply theory to practice in the exercises."
Jesper Lauridsen, Royal Danish Library
“唯一的问题是我现在想要全部推出一切。”
杰米霍茨，沃浦
"Highly recommended course and Alita (Speaker) delivery of course is awesome. High standard of virtual conference and smooth in collaboration between teams even though its virtual. Also Kate K. (Moderator) plaid a helpful role to support Alita on Q&A to keep the Session going on."
Samath aravinda，斯里兰卡
“这堂课帮助我思考超越了应用程序和网站，并留在整体水平。谢谢！”
Jami Odell
"Therese really knows her stuff, and delivers it in such a straight-forward, consumable way. So memorable, and so useful."
Spencer Goldade, Benevity
"Very comprehensive material and instructor was excellent at delivering presentation and answering questions. Can't wait to create a service blueprint in future projects!"
Felicia Liang, Deloitte Digital
“我可以在我公司申请的实践知识并立即产生影响。”
Leslie Bayford, Pleora Technologies
“Therese是一位梦幻般的教练。即使在第5天，她也会让我们兴奋和参与。她是如此知识渊博和乐于助人;我期待着从她那里采取更多课程。”
Chelsey Schaffel, 2u.com Communcations
"I had always been curious about the actual and best practice in Service Blueprinting, and had always seen it being featured on the web. The course not only answered most of my pressing questions on the methods but also manage to uncover a lot of insights to avoid common pitfalls, especially working with multitude of stakeholders in a corporation."
Mervin, Madison Technologies, Kuala Lumpur, Malaysia
“这是一个非常棒的班级！也是一堂，我通过了一个失败（Pre-covid）的组合杂货店+餐厅，并意识到我现在可以描述它为什么它没有理性的术语，而不仅仅是”他们的服务很坚果！在杂货店做了一些B.S.的同时，我不得不等待一架结账站。在生产部门，直到他终于注意到了我并过来了“。这是一个令人满意的时刻，了解房屋的前面和房屋角色的背面！”
Susan Strom, Knowledge Architecture, San Francisco
“这门课程很棒。重新确认旧知识，学习新概念和闯入新型可交付的完美平衡。一切都感到可行或类似于支持，可理解的结构或有形策略。10/10，会再去了。“
Caden Williams, University of Oregon, Eugene, OR, USA
“我不知道或有必要以前创建服务蓝图，所以我有点犹豫了这门课程。现在在完成它之后，蓝图是我最喜欢的Go-tool，以获得对我们产品/服务的有益理解查看所有相关视角。课程设计，材料和交付是世界一流的。强烈推荐。“
Abdulaziz Almohammadi, Saudi Payments, Riyadh, Saudi Arabia
"It extends the customer journey map to add dimensions that are often poorly considered, or not at all. It provides a simple yet deep framework that is easily understood by different functions and provides crucial context setting and alignment that can greatly reduce thrash and increase service quality."
Damian O'Malley, ServiceNow Inc., San Diego, California, USA
"This course was awesome! The speaker was great at explaining the material so that it makes sense. My favorite part was the collaborative assignments because it really solidified what she taught. I can't wait to bring this new skill back to my work."
Nicole Kina，福特汽车公司，迪尔伯恩，密歇根州，美国
“这是介绍一下业务蓝图的概念，并以您能够立即想到将其纳入当前工作的方式的方式构建。我感谢额外的努力，超越教育。”
ServiceNow, San Diego, USA
“b Alita做得很好reaking down the whole concept of service blueprint. Together with the exercises we made I already felt confident enough to do it myself when leaving the class."
Dilan Yuksel，Novozymes，哥本哈根，丹麦
“令人惊叹的手机蓝图课程。莎拉是一个伟大的演示者，对这个话题非常热衷。”
Kristina Malikova，Lighting Beetle，Bratislava，斯洛伐克
服务很少得到同样的关注作为产品。即使在电脑世界提供的服务，我们的资源（时间，预算，人力）都花在客户面向客户的产出上，同时忽略了员工和/或服务提供商的经验。
服务通过人与其他人或道具之间的交流产生无形值，其中“道具”可以是用户体验的软件，对象，抵押品或其他载体。服务设计是这些交流的设计。
In this course, you’ll bridge the gap between customers and service providers through service blueprinting. Learn how to create an experience that is useful and desirable to the customer, while efficient and effective to the provider.
This course will teach you how to use service blueprinting to:
Maxime Delavergne
Cisco