Understand how to build qualitative interactions between the organization and the customer. 

Understand customer motivations, why they do things, not just what, and allow yourself to become customer responsive.

Course program

What your days will look like 

Day 1: Building a learning environment and big picture service design

  • Team building and culture creation according to Hyper Island methodology
  • Introduction to service design – What is it and how does it relate to user experience design? 
  • Client brief – A real-world client will present their business challenge  
  • Mapping the customer journey – Start mapping out the pain points of the users 
  • Mapping the customer journey persona – An introduction to understanding the users

Day 2: Understand the users 

  • Guidelines and methods for user research – Best practices for conducting user research  
  • Research interviews – Best practices on the do’s and don’ts when conducting user interviews 
  • Ideation – Best practise of how to generate a multitude of solutions to the brief

Day 3: Best practise building a prototype and understand the real challenge 

  • Debrief presentation – Gain a deeper understanding of the real challenge and challenge the brief 
  • Introduction prototyping paper + pen storyboard – Introduction to lo-fi prototypes

Day 4: Create a hypothesis and start prototyping based on the client brief

  • Prototype Test 1 – Build, test, learn and then do it all over again until you achieve a successful end result 
  • Prototype Test 2 – Build, test, learn and then do it all over again until you achieve a successful end result 
  • Organizational change – How to bring about change inside your organization

Day 5: Create change and bring it home 

  • Prototype Test 3 – Final iteration of the prototype 
  • Preparing client presentation
  • Presentations – Present your solution to the client 
  • Individual action plan on how to bring it home

Dates and times 

  • Monday 18th May : 16.00 – 18.00  Online Webinar – Introduction to Hyper Island and Service Design 
  • Monday 25th May : 8:30 – 18:00 Onsite Stockholm 
  • Tuesday 26th May : 9:00 – 18:00 Onsite Stockholm 
  • Wednesday 27th May : 9:00 – 18:00 Onsite Stockholm 
  • Thursday 28th May : 9:00 – 18:00 Onsite Stockholm 
  • Friday 29th May : 9:00 – 17:00 Onsite Stockholm 
  • Monday 12th October 16.00 – 18.00 Online Webinar – Follow up and reflections