With skills+- Field
- Quality, productivity and excellence
- Catalogue duration
- 3 days
- Delivery
- Public or in-house
- Provider
- skills+
Overview
Learning, connected to your work.
Understand a service from the user's perspective and improve the moments that matter.
Service Design and Customer Journey Improvement explores decisions and situations you may encounter at work. The proposed learning moves from core concepts to case discussions and tools you can examine in your own organisational context.
Who it is for
Is this your next step?
Quality and process improvement professionals, service owners and internal assessment teams.
Tell us your role, experience and the challenge you want to work on so we can help you assess the fit.
Learning topics
What you can explore.
- Gather user insight through observation and purposeful interviews.
- Map journeys, pain points and service touchpoints.
- Connect front-stage experience to supporting processes.
- Prototype an improvement and define how to evaluate it.
These are proposed, indicative learning topics. Confirm the final outline, duration, dates, requirements and any available certificate with the academy before booking.
In practice
From an idea to a working example.
A discussion can start with a case from your working context, focusing on this question: how would you gather user insight through observation and purposeful interviews? Compare approaches, discuss the evidence and limitations, then propose a next step.
This proposed practice supports learning and discussion. It is not a formal assessment or a guarantee of a professional outcome. Agree suitable exercises with the academy for your group.
Plan your learning
Make your next step clear.
Share your participant numbers, preferred language, learning location and timing. The academy can discuss available options and provide course details for you to confirm before booking.
These are proposed, indicative learning topics. Confirm the final outline, duration, dates, requirements and any available certificate with the academy before booking.
FAQs
Before you decide.
Do I need prior experience?
Suitability depends on your role and experience. Share your background with the academy to confirm the starting level and any requirements before booking.
Can the course be adapted for our team?
Share your team objectives and examples of practical challenges. The academy will confirm whether adaptation is available, along with the content and arrangements.
What are the dates, fees and certificate details?
Request current information using the enquiry form. Fees, dates and any assessment or certificate must be confirmed with the academy in writing.
Continue exploring
Connected programmes.
Let’s discuss what you need.
Tell the academy about your role and what you would like the learning to help you do.