Service Design Career Preparation

Sequential Learning Approach

Online Demo

The Master

The Master is based on improving user experiences.

Those learners who have progressed with our three-part curriculum will find The Master is a follow-on to The Journeyman, which covers methods and techniques for creating successful services.

The Master tackles problem-solving, gathering and presenting user feedback, prototyping service ideas, and service recovery planning.

♦  Gather raw feedback, convert the data into useable information, and present an informed plan for improvements

♦  Service prototyping planning

♦  Measuring user experiences

♦  Methods for diagnosing service failure

♦  Plan for service recovery

ISDI co-founder Steven J. Slater

About The Master

The Master Learning Objectives

The course centers on why a service is failing to achieve its intended purpose. But as with all our materials, the vantage point we take is that failure is in the eyes of users.  Of course, providers are feeling the pain of a failed service. But the prescription is to improve user experiences.  In the Master, our aim is to arm service designers with instruction, including techniques, for improving user experiences.

What to Expect

The course is divided into modules and topics. Each module includes self-paced topics, videos, and quizzes.  The instruction proceeds in sequential order with each module building upon the one prior.

The modules and topics have ‘next’ and ‘previous’ buttons at the bottom. In order to advance, you will need to go to click ‘next,’ or ‘mark complete’ in order to move forward.

Throughout the course, there are links to reach us, should you need any help along the way.

At the end of the course, if you have purchased the certification, you will be instructed on the next steps.

You can begin the course from the module content box, by selecting the circle next to the first module. That will take you into the course.

We’d love to hear from you about your experiences, either during the course or afterward. We will get your feedback at

Maryland's website features this photo of a young woman

Course Handbook

Order a printed course handbook for The Apprentice to use alongside the video lessons in this course. The textbook contains case studies, tools, and templates.


Learn from Expert Service Designers

Steven J. Slater

Naomi Lantzman


Contact us if you have any questions.