Service Design

Overview

Reference No	TGS-2025056247
Part of	Graduate Certificate in Designing and Managing Products and Platforms
Duration	3 days
Course Time	9:00am to 5:30pm
Enquiry	Please email ask-iss@nus.edu.sg for more details.

Innovation is a primary source of competitive advantage in the global marketplace. Service Design leans on concepts and practices in ‘Design Thinking’ to research and develop innovative ideas. The course offers organisations the process, methods, tools and techniques to translate innovation into a reality. In order to maximize the benefits of innovation, organisations are currently focused on three key aspects:

Building an environment suitable for Innovation and Design
Ensuring that the innovation and design process is efficient and effective
Equipping their team with the capability to design and deliver innovative solutions

Based on these aspects, this course provides participants with a practical, ‘hands on’ exploration of the principles, tools, and frameworks such as Design Thinking for Service Design. The course also discusses the essentials needed to breed an innovation culture in the organisation.

This course is part of the Digital Innovation & Design series, Professional Diploma in Smart Health Leadership programme as well as the Graduate Certificate in Designing and Managing Products and Platforms series offered by NUS-ISS.

Upcoming Classes

Class 1: 20 to 22 August 2025 (Full Time)
Duration: 3 Days
When: Aug 20, 21 & 22
Time: 9:00am to 5:30pm

Class 2: 15 to 17 September 2025 (Health Services Run)
Duration: 3 Days
When: Sept 15, 16 & 17
Time: 9:00am to 5:30pm

Class 3: 6 to 17 October 2025 (Full Time)
Duration: 3 Days
When: Oct 6, 16 & 17
Time: 9:00am to 5:30pm

Class 4: 6 to 21 November 2025 (Full Time)
Duration: 3 Days
When: Nov 6, 20 & 21
Time: 9:00am to 5:30pm

Class 5: 29 January to 10 February 2026 (Full Time)
Duration: 3 Days
When: Jan 29, Feb 9 & 10
Time: 9:00am to 5:30pm

Class 6: 4 to 17 March 2026 (Full Time)
Duration: 3 Days
When: Mar 4, 16 & 17
Time: 9:00am to 5:30pm

Key Takeaways

Upon completion of the course, participants will be able to:

Understand and apply the central concepts of Design Thinking to innovation projects
Approach service innovation from an outside-in perspective and understand the process for evolving a fuzzy idea into a fully envisioned service concept.
Understand how to conduct user research and synthesize data from multiple sources in order to discover unmet needs and develop ideas.
Understand and use tools such as personas, customer journey mapping, service blueprinting and storytelling to realize service innovation
Illustrate a new service innovation concept and explain its value proposition and the outcome intended for the customer
Carry out low fidelity prototyping of a proposed innovation concept to evaluate, adapt and refine the idea

Who Should Attend

This course is applicable to practitioners and managers who need to know how to apply design thinking to evolve ideas from abstract to service concept and design.

This course has been designed for Service, Product, and Project Managers seeking to extend their innovation skillset. The course will be relevant to:

Product Development Managers
Service Improvement Teams
Product and Service Managers
Project Managers
Innovation Managers
Quality & Process Improvement Managers
Marketing Managers & Executives
Customer Service Managers

Prerequisite
No prerequisite for the course participants.

What to Bring

No printed copies of course materials are issued.
Participants must bring their laptops with power charger to access and download course materials.

Please see below for the tech specs:

	Minimum	Recommended
Computer and processor	1.6 GHz or faster, 2-core Intel Core i3 or equivalent	1.8 GHz, 2-core Intel Core i3 or equivalent
Memory	4 GB RAM	8 GB RAM
Hard Disk	256 GB disk size
Display	1280 x 768 screen resolution (32-bit requires hardware acceleration for 4K and higher)
Graphics	Graphics hardware acceleration requires DirectX 9 or later, with WDDM 2.0 or higher for Windows 10 (or WDDM 1.3 or higher for Windows 10 Fall Creators Update).	DirectX 10 graphics card for graphics hardware acceleration
Others	An internet connection – broadband wired or wireless Speakers and a microphone – built-in or USB plug-in or wireless Bluetooth A webcam or HD webcam - built-in or USB plug-in

What Will Be Covered

The course will include lectures and hands-on exercises hinged on a Design Challenge given in class.

A typical sequence of the modules is as follows. Where required, any changes to these details will be discussed and confirmed before each run of the course.

This course will cover:

Innovation Approach using Design Thinking
User Research and Ethnography
Identifying Opportunities and Generating Ideas
Concept Prototyping
Communicating Concepts
Implementing Innovation

By the end of the course, participants will be able to initiate, design and plan for implementation of innovative solutions to the given design challenge.

Fees & Subsidies

Certificate

Certificate of Completion
Participants have to meet a minimum attendance rate of 75% and are required to pass the assessment to be issued a Certificate of Completion.

Preparing for Your Course

NUS-ISS Course Registration Terms and Conditions

Find out more.

NUS-ISS and Learner’s Commitment and Responsibilities

Find out more.

WIFI Access

WIFI access will be made available to participants.

Venue

NUS-ISS
25 Heng Mui Keng Terrace
Singapore 119615

Click HERE for directions to NUS-ISS

In the event of a change of venue, participants are advised to refer to the acceptance email sent one week prior to the commencement date.

Course Confirmation

All classes are subject to confirmation and NUS-ISS will send an acceptance email to participants one week prior to the commencement date. Confirmed registrants are to attend and complete all lectures, class exercises, workshops and assessments (where applicable). Additionally, all responses to feedbacks and surveys conducted by NUS-ISS and its partners must be submitted. All training and assessments will be delivered as described in the course webpage.

General Enquiry

Please feel free to write to ask-iss@nus.edu.sg if you have any enquiry or feedback.

Course Resources

Develop your Career in the Following
Training Roadmap(s)

Please click on the discipline(s) to view the training roadmap of related courses to assess your training needs and goals.

Foster innovation and design thinking skills to elevate your organisation in a technology-driven environment.

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