This course explores the benefits of using service design as a way to understand and improve the end-to-end employee experience.

Service design is a useful tool to map out the interactions experienced by employees, from the recruitment process, the working experience and beyond. Companies that invest in employee experience get rewarded with satisfied employees and strong performance and results. This influences reputation and is likely to improve revenue and targets.

The Service Design Approach
Service Design can be used to track the key stages of the employee experience including attraction, recruitment, hiring, onboarding, working experience, development and offboarding. Service blueprints visually represent the touchpoints between various front and back-of-house interactions and actors.

Topics

This course looks at factors integral to Service Design including:

• Qualitative Insight and Research

• Mapping digital and physical touchpoints

• Service strategy

• Processes and development programs

• Identifying improvement opportunities

• Roadmapping touchpoints

About the Instructor

Neil Simpson
Neil brings nearly three decades of experience as a Human Centred Design and Innovation specialist, working in Europe and Australia on some of the world’s biggest brands.

With a background in music, law, publishing, advertising and start-up’s, he’s worked as a researcher, designer, and strategist on well over 150 products and services for private and public organisations.

Neil is an award-winning mentor and has helped over 600 Australian and international professionals.