For organisations / Service Design

Improve and innovate your entire service ecosystem

Service design training to improve customer satisfaction, increase revenue, and stand out from competitors.

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What’s the cost of doing nothing?

1 in 3 customers will leave a brand they love after just one bad experience¹.
Customers who had the best past experiences spend 140% more compared to those who had the poorest past experiences².
Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within three years of investing in customer experience³.

Poor service design can have a significant impact on a company’s bottom line, customer loyalty, and overall success.

(Source: ¹PwC; ²Harvard Business Review; ³Temkin Group)

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Zoom out for a bird’s eye view - and zoom in to optimise

The Service Design process takes a bird’s eye view of a service—and then focuses on the detail. It ties together all interactions across the customer journey and the “behind-the-scenes” activities that enable those experiences to be delivered.

Service Design sits at the intersection of customer needs, business objectives and organisational capabilities. It has the power to transform your service offerings and business models to create new revenue streams and improve customer engagement.

Identify new business models

Test new solutions to tap into your broader organisational ecosystem and create new revenue streams.

Transform your service offerings

Meet emerging customer needs and expectations whilst opening up new markets and revenue opportunities.

Improve customer engagement

Focus on empathy, experimentation and iteration to create experiences your customers love.

Differentiate your brand

Create unique and memorable service experiences that stand out in the market.

Get clear on your service

Map your service’s end-to-end journey across digital and offline touchpoints.

Work in ‘current’ and ‘future’ states

Use current and future state Service Blueprints to help align your organisation and execute your service vision.

Find a through-line in the messiness

Adapt products and services in response to ambiguity and constraints.

Deliver value to your stakeholders

Translate user stories and propose design approaches to meet stakeholder needs.

Better understand your stakeholders

Appraise how people interact with your company and identify their pains and gains.

BYO project

The choice to use an organisational project. Build the commercial model and outline product recommendations for future implementation.

In-demand digital skills

Embed modern product skills into your workforce that truly translate to digital transformation and broader business success.

Immediate results

Bring a project drawn directly from your business into our programs so that your people push priority projects forward within the context of learning.

Strong talent pipelines

Fortify your product talent pipelines with uplift programs to ensure deep talent pools and that your digital transformation projects remain on track.

World-class learning experience

We create a vibrant learning culture including access to an ecosystem of industry expert facilitators and learning designers.

Lasting skills uplift

Bring about real behaviour change with hands-on learning that goes beyond standard content libraries.

Industry recognised certification

Every learner receives an industry-recognised product management certification and digital badge to showcase their new capabilities.

Learning Outcomes

Understand, map and communicate the end-to-end journey of a service across digital and offline channels
Visualise, articulate and solve service problems and concepts
Identify customers and stakeholders and their needs; and translate user stories and propose design approaches or services
Ideate, design and test workable prototypes
Prepare a current and future-state Service Blueprint to communicate your service vision to stakeholders
Work with ambiguity and within given constraints by adapting products and services where needed

Hear from our partners

Mary-Claire Monsalve

Head of Experience Design / Design Principal
IAG

Our team came to Academy Xi for some group training in UX & Service Design. The purpose of this training was to help establish common practices and outputs for the team. The training was a tailored experience, to ensure that all team members would get something out of it, and felt engaged.

It was a great team building exercise, and really helped us agree on methodology – which in turn helped us have a common approach within the workplace – which helped enormously in streamlining our approach.