Service design training

Service design for digital practitioners

Service design is the practice of creating user experiences that span all customer touchpoints, covering every aspect of your end-to-end service. Every interaction a customer has with your organisation is an opportunity to create a delightful, memorable and meaningful experience.

Consumers live in an inter-connected omnichannel world. They encounter your products and services on different devices and across multiple channels from the web, mobile, social, on calls, in physical locations etc. This requires the modern digital designer to be equipped to create joined-up engaging customer experiences.

This course will give you the skills to move away from merely designing for the screen and into creating multichannel customer-centred experiences.

During the course you'll learn to:

  • Research customers and their needs
    Build your toolkit of practical research methods, both qualitative and quantitative, and know when and why to use each one
  • Evaluate the customer journey
    Analyse the customer journey to identify pain points and opportunities to optimise and enhance your service
  • Design a service that covers a range of touchpoints
    Create a blueprint that gathers insight from across your team to map out the people, touchpoints and processes that deliver your service
  • Prototype interactions across a range of channels
    Develop your prototyping skills to cover digital and non-digital interactions. You'll try numerous tools and approaches to explore, iterate and demonstrate your ideas
  • Develop a roadmap for omnichannel innovation
    Get tactics to take design thinking to all corners of your business and align your organisation around a customer-centric approach

Upcoming public courses

Gain practical skills for you or your team from our user experience experts

February 2019

12 February 2019
Web writing training
13 February 2019
User research training

August 2019

More courses coming soon

Sample course content


  • Why service design skills matter
  • How to collect useful data
  • The researcher's toolkit
  • Making sense of your research
  • Jobs-to-be-done and personas
  • Running a journey mapping workshop
  • Creating a service blueprint and task models
  • Communicating a single customer view
  • Techniques to build design consensus
  • Ways to collaborate with non-designers


  • How to develop a service proposition
  • Ways to run ideation design sessions
  • Prototyping methods and tools
  • Storyboarding and role-playing service interactions
  • Building physical and real-world prototypes
  • Successful design feedback and critiques
  • How to do usability testing on an end-to-end service
  • Measuring impact and channel attribution
  • Adding features to a Minimum Viable Product (MVP)
  • Evaluating an organisation's customer service maturity

Bespoke training tailored to your needs

Like what you see but want to learn something slightly different? Have us train your teams with fully customised training programmes.

Get in touch

More about bespoke training


+44 (0)20 7423 6320


133 Park Street
United Kingdom

A brilliant day of training, really useful information, I learnt a lot.

Is this the right course for you?

This course is particularly suitable if you are a:

  • UX or visual designer wanting to take your skills beyond interfaces and into products and services
  • UX Consultant, working in-house or at an agency, needing to upskill to be able to design end-to-end solutions
  • Business Analyst wanting to develop a user-centred design approach to organisational challenges

Meet Alex Baxevanis, your trainer

Alex is an Experience Lead at Webcredible and leads teams of UX consultants and visual designers in delivering large-scale projects across a portfolio of clients. He gets very involved when we need to define product strategies and ensure we bring amazing innovation to our clients' products.

His innovation doesn't stop when he leaves the office - outside of work he's created iPhone and Apple Watch apps, built 2 bikes from scratch and always has a personal project on the go to create something new.

Alex always looks forward to running Webcredible courses and loves to share his stories with you - and with over 10 years' experience helping to define leading digital products for world-leading brands, he has a lot to talk about!

Who is our training for?

  • Individuals who want to learn in interactive classroom sessions

  • Teams can come to us or have a private course at their workplace

    More about private training

  • Organisations can be transformed by our bespoke 'Cultivate' service

    More about Cultivate

Check out all of our training courses...

Design leadership training

Learn the skills to make the move from design practitioner to design leader

Next on 13th Mar 2019

Designing for voice training

Learn how to come up with great use cases, plan your voice experience and design intuitive conversations

Next on 17th Jan 2019

Information architecture training

Learn how to structure and design around your users' needs on this one-day Information Architecture course

Next on 13th Feb 2019

Interaction design & prototyping training

Learn how to create interactive prototypes to test, iterate, and improve your designs

Next on 13th Mar 2019

Mobile UX & responsive design training

Learn how to design for mobile and develop your organisation's mobile strategy

Next on 16th Jan 2019

Visual web & interface design training

Learn the principles, processes and best practices of intuitive interface design

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Lean UX training

Learn how to design a website, test a prototype, and rationalise content very quickly, all without compromising on quality

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Usability testing training

Learn how to run usability testing sessions to improve your designs and bring them in line with your users' needs and goals

Next on 14th Feb 2019

User research training

Learn to conduct research and gain essential insights into how to improve your business and services

Next on 13th Feb 2019

UX training - fundamentals

Learn the fundamentals of UX and how to kick-start customer-centred thinking within your organisation

Next on 15th Jan 2019

Web accessibility training

Learn best practices for accessibility and ensure your site complies with WCAG and WAI-ARIA guidelines

Next on 15th Jan 2019

Writing for the web training course

Engage your audience, design content and getting your message across with a range of great digital copywriting and content design skills

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Online content strategy training

Learn how to audit and develop your online content so you can put together a content strategy

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Google Analytics training

Learn the analytics techniques and reports which can extract real insights into your users and their behaviour

Next on 14th Feb 2019

Interpreting analytics data training

Learn to understand what analytics platforms are telling you by identifying patterns, trends and insights

Next on 17th Jan 2019

SEO training

Learn how you can get your website ranking higher on search engines to bring in engaged users

Next on 16th Jan 2019

Conversion optimisation training

Learn to fully optimise your website and pages so more visitors complete your goals for them

Bespoke training course

Innovation & product development training

Learn how to create the right environment for innovation to flourish, always based around customers' latent needs

Bespoke training course

Service design training

Learn how to create multi-channel customer-centred experiences, well beyond merely designing for the screen

Bespoke training course

About the day


Courses start at 10am and finish at 4.30-5pm.


Breakfast, lunch and cakes, all from the amazing PAUL's bakery plus as much fresh coffee, tea, soft drinks and fruit as you like. Oh, and unlimited Prosecco at the end of the day.

Class size

No more than 10 participants - enough so you have other people to learn from but not too many that you're lost in the crowd.

What to bring

Just your lovely self and the desire to learn!

Why learn with us?

  • 19

    interactive courses, all designed so you return to the office and get going with your new skills

  • 10k

    Webcredible alumni that you'll join, not forgetting continued support from your trainers

  • 20+

    countries across Europe, the Americas, Middle East and Asia so be part of our international family

Webcredible helps businesses innovate, transform and succeed in a digital world.

We carry out research with your customers and then design products, services and ways of working based around their needs.

Our training academy can help you do the same.

  • Venue: Purpose built for hands-on learning

  • Refreshments: Get very well fed whilst you're here

  • Community: Meet like-minded people

  • Hands-on: Activity-based learning

How to find us

Come and meet the whole team whilst you're here and hang out in our open plan office. We're right on the door step of Borough Market and The Globe Theatre.

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