Learn how to use models, tools and resources to build and improve a service. Determine users’ needs, then discover how to satisfy those needs and develop lasting user engagements.
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What You Can Expect
The Journeyman was developed to offer learners models, tools and resources to build and improve a service. The backdrop is a user’s journey as the service unfolds to a satisfactory conclusion, or a service experience. To create the service experience, we have placed providers in control: with ideas to determine users’ needs, and models to plan for satisfying those needs, to models, tools and ideas for developing lasting user engagements. The total service lifecycle, is then complete from the users’ service journey, to the providers’ responsibility for creating the experience.
Each of the models presented are unique, and in many cases, resemble other models commonly presented. But for the most part, each model has been proven. Those that have not been tested with clients were developed based on situations where models would have been used to master the challenges. While some of the models are shortcuts to get to an objective, all are based upon the service design user-centric principle. Other disciplines, too, rely on user-centric models, other non-aesthetic design practices.
The other way to look at these models, is in some respects they represent what is useful today, given the current state of technology. Yet the rapid pace of technology will open up opportunities that are still only aspirational ideation. What is clear, is some of the technologies we adapt will add sophistication and complexity to service design, and others will attempt to minimize the complexity factor for the service provider.