Five-day professional program. Approximately 25-30 training hours. Final agenda, language and delivery arrangements are confirmed in the proposal.

Course Overview

Improve digital services through user research and journey design.

This proposed five-day program develops a structured approach through case analysis, facilitated discussion and practical working documents. Participants adapt the learning to their organizational context and produce a final digital service design blueprint.

Learning Outcomes

Assess service users, needs and outcomes.

Evaluate research planning and insight synthesis.

Apply a structured approach to journeys, service blueprints and pain points.

Develop recommendations for prototyping, usability and iteration.

Prepare and present a digital service design blueprint.

Who Should Attend

Business managers, digital transformation teams, IT coordinators and service owners.

Relevant professional experience is recommended. Participant responsibilities and prerequisite knowledge are reviewed during scoping.

Training Methodology

Facilitated discussion, worked examples, anonymized case analysis, practical workshops, peer feedback and an applied final assignment.

Learning assessment may include a baseline discussion, review of working documents and a final presentation. Completion requirements are confirmed in the proposal.

Course Tools and Templates

Service users, needs and outcomes working brief – proposed exercise document.

Research planning and insight synthesis working brief – proposed exercise document.

Journeys, service blueprints and pain points working brief – proposed exercise document.

Prototyping, usability and iteration working brief – proposed exercise document.

Digital service design blueprint – proposed exercise document.

Delivery Requirements

Classroom, live online and in-house formats can be arranged by agreement. Venue, platform, language, timetable, trainer and materials are confirmed in writing.

A laptop may be needed for planning and analytical exercises. Required software, access and prerequisite skills are agreed before delivery.

Course Customization

The proposed five-day agenda can be adapted to the participant group, sector and organizational objectives. Dates, fees, delivery suitability and final activities are confirmed in the written proposal.

Course Outline

Proposed sequence, subject to the agreed training proposal.

Day 1 – Service users, needs and outcomes

Define the context, assess current practices and identify the key decisions relating to service users, needs and outcomes.

Practical output: Service users, needs and outcomes working brief

Day 2 – Research planning and insight synthesis

Interpret sample information, compare suitable approaches and document assumptions for research planning and insight synthesis.

Practical output: Research planning and insight synthesis working brief

Day 3 – Journeys, service blueprints and pain points

Apply structured tools to an anonymized case and develop recommendations for journeys, service blueprints and pain points.

Practical output: Journeys, service blueprints and pain points working brief

Day 4 – Prototyping, usability and iteration

Review responsibilities, risks and follow-up measures through a practical exercise on prototyping, usability and iteration.

Practical output: Prototyping, usability and iteration working brief

Day 5 – Digital service design presentation

Integrate the course learning into a practical assignment on digital service design presentation; present recommendations and an implementation roadmap.

Practical output: Digital service design blueprint