≣ Objective of the training

Service Design is a holistic design method for framing, crafting, and challenging human-centric omnichannel experiences. This approach consists in approaching a subject from the angle of a service to be rendered without prejudging the final medium of this service.

Through research, mapping and prototyping techniques, the objective is to seek meaning before form and to question the viability of the service by taking into account the organization to deliver it.
Thanks to the designer's tools, you will learn how to convert service positioning into value for the customer and market opportunities for your company. 

Service design choreographs processes, technologies and interactions within complex systems in order to co-create value for relevant stakeholders. Birgit Mager

At the end of this training, you will know:

  • Organise the process of designing an innovative service
  • Structure the user research phase
  • exploit the fundamental workshops of Service Design
  • Organise the production of a prototype
  • Establish a user testing program
  • Enhancing Service Design with decision-makers

≣ Appreciation of the training

Overall average: 8,4/10

  1. Organization assessment: 3,8/4
  2. Goal assessment: 3,6/4
  3. Evaluation of the service: 3,8/4

The ratings are the synthesis of the cumulative assessments of our trainees from 01/01/2021 to 06/01/2023.

≣ Pedagogical and technical modality

During these two days, you will benefit from an immersive training experience.
You will have to implement all the steps of the Service Design approach in order to solve a concrete problem on the basis of a design challenge. Our consultant-trainer will accompany you in the realization of the various practices and their expectations.

Our training is based on the know-how of our consultants and illustrated by their feedback.

Our curriculum is designed according to the following principles:

  • Répartition learning time between 40% theory & 60% practice
  • Illustration Service Design on concrete cases
  • Put into practice Service Design and its workshops on a design challenge
  • Trades regularly with the trainer and the participants
  • Evaluation and analysis by a trainer-consultant expert in Service Design

Educational materials: each of the learners has a USB key with the training materials (and/or sent by email if necessary).

Teaching materials : provision of materials for the various practices (post-it notes, markers, tape, scissors, etc.).

Technology: a large screen is used for the projection of the training material and the practical exercises.


A 3-month access to OpenClassrooms is included to ensure a 360° increase in skills, know-how and know-how.
You will receive an email giving access to the OpenClassrooms platform when your training experience begins.

For this training, we recommend the course “Make effective decisions".


Learners with disabilities, we are at your side to identify the most suitable arrangements for teaching methods and materials or the relevant human aids.

For more information, contact our disability referent: referent-handicap.training@ux-republic.com / 01 44 94 90 70

≣ Duration of training

  • Duration: 14 hours spread over 2 consecutive days

≣ Evaluative modalities

  • A knowledge check in the form of MCQs or practical exercises is carried out during and at the end of the training. It allows to validate and take back the points not assimilated.
  • A certificate of completion of a training action is sent to the learner.
  • A copy of the attendance sheet is sent to the sponsor.

≣ Peripheral aspects of training

  • Training locations : face-to-face in our creativity room
  • Meals : breakfast, lunch and other snacks and drinks are offered

≣ Prerequisites

  • Have at least 1 first experience intervention in support / project design (product or digital, industry, organization, e-commerce, service, banking, consulting, etc.)
  • have an interest for digital ecosystems is a plus

≣ Audiences concerned

The training is aimed at all user and customer experience professionals (BtoB, BtoC, BtoE):
Service Designer / UX-Design / Product Designer / Product Owner / Product Manager / Marketing Manager / Data Analyst / Digital Transformation Consultant / Strategic Planner / …

≣ Method and access times

  • To be definitive, an order must be expressly formulated on paper via the registration form on our site. For any registration, an acknowledgment of receipt and the training agreement are sent to the registration manager.
  • Access times may differ from 1 to 15 days depending on the method of payment. For all companies resident in France, the payment of the price of the training is to be made upon receipt of the invoice. For all companies resident outside France and people with a self-employed activity, the payment of the price of the training is to be made before the day of the training, in cash and without discount.

Time program

Day 1: Introduction – Immersion – Cartography

1 - 1
Introduction to Service Design
- Define the Service Design
- The principles of Service Design
- Understand the methods and their timelines
- Design a Service Design design roadmap for the company
1 - 2
Immersion: observe and understand
- Prepare user research: Proto-personas
- Conduct user research: Semi-structured interview techniques
- Discover other user research methods: safari service, system map, motivation matrix, etc.
- Transform Proto-personas into Personas based on user research
1 - 3
Mapping: converging on the value proposition of the service
- Understand the importance of cartography
- Represent the user journey: Customer Journey Map
- Solve problems thanks to the 5 why?

Day 2: Definition – Ideation – Implementation

2 - 1
Mapping: converging on the value proposition of the service
- Align business needs and user expectations: Value Proposition Design
- Improve the experience thanks to the front and back mapping of the user experience: Service Blueprint
- Weighting service assessment issues: Risk mapping
2 - 2
Ideation: going further
- Think outside the box thanks to the Inspirational Benchmark
- Find suitable contact points for the service using two methods: functionalities suitable for the service / product: How Might We? & Brainstorming Remember the future
- Perimeter the points of contact: Thinking Hat
- Prioritize the results of the ideation: Decision matrix and dot voting
2 - 3
Implementation: rapid prototyping and testing
- Know the different forms of prototyping: storyboarding, role play, etc.
- Why test a prototype?
- From prototype to production, what to commit


11 - 12 September 2023


9 am - 30 pm

Price excl.VAT





12 avenue de Broqueville - 1150 Woluwe-Saint-Pierre