• Duration

    10 Weeks

  • Class fee

    R13,500

  • Starts

    15 August 2022

About this course

Learn to develop seamless solutions for customers' real problems

Service Design is a methodology and a critical skill which ties together human, digital, and physical interactions, over time, to not only create memorable experiences, but ones that are delivered optimally and that actually meet your customers needs at every touchpoint.

Key learning outcomes:

In 10 weeks, you will:

  • Demonstrate detailed knowledge of service design and the thought structures that underpin it.
  • Identify, evaluate, and solve complex problems, using the service design framework.
  • Apply a range of service design methods to solve problems, as well as introduce and manage change.
  • Deliver a solution in an engaging way to encourage buy-in.

Benefits

  • Design services for the customers who experience them as well as the staff who deliver them
  • Improve customer experience and satisfaction
  • Boost customer loyalty and reduce customer complaints
  • Streamline and optimise internal organisational processes
  • Implement process automation and start down the path of becoming a citizen developer

This course is perfect for:

  • People who are keen to apply design thinking to services
  • People who want to be able to identify and solve real problems for customers
  • Anyone who wants to further their career with an increasingly in-demand skill

The learning journey

Module 1: What is Service Design?

In this module, you will learn the basic principles underlying service design, why it is important and what it achieves. You’ll understand how organisations use the service design framework, and how key components work together to achieve a successful service design project.

Module 2: Thought Structures

In this module, you will learn about the thought structures that underpin service design. We’ll cover systems thinking, deep listening, and service design blueprints, focusing on their role in the service design. We’ll also situate service design within the greater context of human-centered design.

Module 3: Initiating the Project

This module will teach you to plan and manage an iterative and agile service-design project. It begins by looking at how to define the problem, before moving to planning and managing projects. Finally, you’ll learn how to measure the progress and success of a service design project.

Module 4: Understanding the Problem

In this module, you will learn to research and build a deeper understanding of your audience. We’ll cover how to conduct interviews, engage in ethnographic research, and run co-creation workshops with stakeholders. You’ll put together empathy, user journey, and current state maps, create customer personas, and determine jobs to be done, among other things.

Module 5: Solving the Problem

This module will cover how to develop service design solutions. We’ll look at running future state workshops and assumption testing, as well as how to prototype and develop iterative solutions. We’ll also introduce you to service blueprints, why they are necessary, and how to use them.

Module 6: Implementation & Change Management

In this module, you will learn how to implement your solution and how to manage the resulting change. We’ll cover the importance of generating buy-in, as well as how to elect and employ appropriate change management techniques. You will also learn how to develop an implementation plan and measure the impact of solutions and change.

Final Research Project

Finally, you will apply everything you’ve learned so far to engage in a service design project

Our knowledge partner

Who you'll meet

Nevo Hadas – Partner & Co-Founder
Nevo works with global leaders to unlock innovative concepts and develop powerful digital products and services for consumers and businesses in emerging markets. With Human Centered Design at its core, DYDX has led a number of initiatives in fintech, media, telecoms and ecommerce from opportunity to launch.
He has solid experience in leading the acquisition and launch of a range of digital businesses, as well as founding a startup which received funding from Sun Microsystems and secured venture capital from US and Swiss investors, growing into a multinational business Headquartered in San Francisco.

 

DYDX

DYDX, formerly known as &INNOVATION, is a digital transformation and innovation consultancy that uses Design Thinking to solve tough business challenges for a diverse array of clients.

This bunch of nerds, geeks, goofs, cynics, believers, artists, and quants, left-brain, right-brain, ENTP – INTJ, designers, coders, analysts, & spreadsheet jockeys all have passion to find solutions to really hard questions.

Need more details?

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Frequently asked questions

How many hours per week do I need to set aside?

Varies per course – average 6-8. For more intense courses (or perfectionists) more like 10.

Do you have payment plans?

Yes, 3 or 4 part payment plan depending on the length of the course.

How will these courses help me?

Theory backed by practical exercises to clue you in to industry-necessary tools and practices and prepare you for real industry briefs and contexts

Why Red & Yellow?

Our content is great and developed in consultation with industry experts
Our Course Coordinators are renowned for being dedicated and working very hard to help you complete the courses and get your certificate
We include personalised feedback on written assessments, which provide guidance and add that extra touch to help you refine your work and prepare you for industry.

What’s the difference between Red & Yellow and a MOOC, or Udemy?

The personal touch. There’s a reason why MOOCs/Udemy have dismal completion rates while ours is exceptionally high.
Our Course Coordinators and Facilitators are there to guide, assist and coach you through the course

Are your short courses accredited?

All our short courses are aligned to relevant SAQA (South African Qualification Authority) unit standards, usually at NQF 5 level
Many of our short courses can be run as accredited, which means you will earn credits when you successfully complete the course and hand in the necessary portfolio of evidence
Completing the portfolio and facilitating your external assessment and moderation is an additional fee on top of the online course fee.

Are your short courses and programmes internationally accredited/recognised?

Completing one of our short courses with the accredited option, will award you credits for the unit standards you have completed.
These unit standards are registered with SAQA at the relevant NQF level, which are recognisable internationally

Why are your short courses and programmes so expensive?
  • Because they’re very good.
  • Because we do not simply resell content from other institutions or developers. We oversee the development of all our content and ensure it meets the R&Y standards.
  • Because we provide the personal touch.
    • Our courses include support, coaching and guidance from our Course Coordinators to keep you motivated and on course
    • Students have access to knowledge experts and facilitators through regular tutorials and other forms of student engagement.
    • We manage queries personally and provide individualised and tailored responses
  • Workshops and videos in our programmes are hosted by content and industry experts
  • Our assessments are practical and provide as much exposure to simulated industry briefs as possible
  • We provide individual feedback on each written assessment that help students understand where they may have gone wrong, and how to improve in their next submission.
Are there any cancellation fees?
  • If you wish to cancel participation in an online course after paying (in part or in full), the following applies provided you notify Red & Yellow in writing:
  • No later than 7 (seven) days prior to course commencement date: you are entitled to a full refund of all amounts paid, (Excluding Application Acceptance fees).
  • Within the 7 day period prior to course commencement date: you will be liable for a cancellation fee equal to 5% of the total fee for the relevant course. (Red & Yellow shall refund all amounts paid by you to Red & Yellow in respect of the course, less the cancellation fee); or
  • Cancellations on or after the date of commencement of the course are not eligible for any refund.
What do I need to do if I need to defer?
  • In the event that you wish to defer your participation in any course for which you have registered and paid, you are required to apply for a deferral in writing by no later than 7 (seven) days prior to the date of commencement of the course. Red & Yellow shall only accept applications for deferrals received after the commencement of a course in certain situations and will not award any credits for assignments completed at the time of requesting the deferral. The following situations, inter alia, may qualify an individual for a deferral:
  • Financial concerns i.e. retrenchments, unexpected expenses
  • Family responsibility i.e. loss of a loved one, need to take care of an ill family member, marriage
  • Personal health i.e. physical and/or mental health concerns
  • Any Other reason deemed reasonable considering the circumstances of the case as determined by the manager of course coordination.
  • Red and Yellow will charge a deferral fee as follows, which must be paid in order to defer participation:
    • 10% of the course price on registration for online qualifications and programmes
    • 15% for online short courses
Do I get a Certificate when I finish the course?
  • Yes, you get a Red & Yellow certificate of completion.
  • If you take an accredited version of the course, you will also receive a Statement of Results (SOR) from the SETA with which the course is registered.
    • Please note verification from the relevant SETA can take up to 2 – 3 months to be successfully completed.
Why should I do an accredited course? What are the benefits?
  • Red & Yellow’s accredited courses give you credits toward a formal SAQA registered qualification, a National Certificate.
    • If you complete all the unit standards for a specified qualification, within a specified time frame, you will be awarded that qualification through the SETA.
    • Alternatively, should you choose to enrol in a full qualification, for which you already hold credits, these credits contribute to the completion of the qualification
  • Employers seem to assign more weight to courses that are ‘accredited’ on your CV, as it provides them peace of mind that the course you completed was aligned to a SAQA Unit Standard, with specific outcomes and tied to an NQF level.
How can I get my employer to pay for a short course or programme? (list BBBEE benefits)
  • You will need to complete a cost estimate and we will invoice your company directly.
  • Accredited online courses qualify as Category E training and provide more skills development recognition as well as more B-BBEE points.
Can I start the course whenever I want?
  • Unfortunately, No. R&Y courses are run according to a set course calendar. [maybe a link to the course calendar here]
  • Courses have a set start date and end date, with specific hand in dates and tutorial sessions scheduled at set points within the course.
  • Research has shown that scheduled courses have better student engagement and completion rates, than courses that run asynchronously.
  • Scheduled courses ensure you will have the company and support not only of our content team and course coordinators, but also of your fellow students.
Do I have a coach to support me along the way?
  • You have regular opportunities to interact with content experts to ask questions, and your course coordinator will be there to help you across the line.
Do I have to finish within a certain time period?
  • Our courses are run according to set schedules, which means you need to finish within the time allotted for the course. If you defer, you still need to complete the course within two years.