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The Journeyman

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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Course Resources

Digital Textbook

Download your course textbook to use alongside the video lessons in this course. The textbook contains case studies, tools and templates.

Service Design Drive

Access a storage drive of real-life examples from students who have taken this course. Upload and share how you’ve used Service Design tools and techniques.

Collaboration Hive

Connect and collaborate with students and instructors in the Hive. Ask questions related to The Journeyman course and receive feedback on your work.

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.


Steven J. Slater

Naomi Lantzman

More Learning Options

Browse our digital bookshelf and find textbooks, templates and resources to enhance your Service Design learning.