Service Design

Enquiry
Programme Code D27B
Domain
Applications Management
Design
Level
Intermediate
Learning Partner(s)
NUS-ISS
Duration
3 Days
Format In-person
Rating
Competencies
Application Portfolio Management Service Design
Job Roles
ICT&SS Professional UX Designer Public Service Officer (non-ICT&SS) Project Manager (Agile) Product Manager Digital Service Manager Digital Business Analyst Delivery Manager

Overview

Leverage Design Thinking for service innovation from an 'outside-in' perspective.

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 programme offers organisations the process, methods, tools and techniques to translate innovation into a reality.

To maximise 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 programme provides you with a practical, ‘hands on’ exploration of the principles, tools, and frameworks such as Design Thinking for Service Design. The programme also discusses the essentials needed to breed an innovation culture in the organisation.

Key Takeaways:

At the end of this programme, you 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 synthesise 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 realise  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

  • Please refer to the job roles section.
  • Applicable to practitioners and managers who need to know how to apply design thinking to evolve ideas from abstract to service concepts and design.
  • Designed for Service, Product, and Project Managers seeking to extend their innovation skillset. The programme 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 and UX Designers.

Programme Structure

The programme will include lectures and hands-on exercises hinged on a Design Challenge given in class. A typical sequence of the programme is as follows. Where required, any changes to these details will be discussed and confirmed before each programme run.

This programme 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 programme, you will be able to initiate, design and plan for implementation of innovative solutions to the given design challenge.

Fees


Full Fee

Full programme fee

S$2850.00

9% GST on nett programme fee

S$256.50

Total nett programme fee payable, including GSTS$3106.50

NOTE
Please visit the Learning Partner’s website to find out about the updated programme fee funding breakdown and eligibility.

Payment for this programme is to NUS-ISS, National University of Singapore.

Upcoming Classes

Class 1
20 Aug 2025 to 22 Aug 2025 (Full Time)
Duration: 3 days
When: Aug - 20, 21, 22
Time : 9:00 AM to 5:30 PM
Class 2
06 Oct 2025 to 17 Oct 2025 (Full Time)
Duration: 3 days
When: Oct - 06, 16, 17
Time : 9:00 AM to 5:30 PM
Class 3
06 Nov 2025 to 21 Nov 2025 (Full Time)
Duration: 3 days
When: Nov - 06, 20, 21
Time : 9:00 AM to 5:30 PM
Class 4
29 Jan 2026 to 10 Feb 2026 (Full Time)
Duration: 3 days
When: Jan - 29Feb - 09, 10
Time : 9:00 AM to 5:30 PM
Class 5
04 Mar 2026 to 17 Mar 2026 (Full Time)
Duration: 3 days
When: Mar - 04, 16, 17
Time : 9:00 AM to 5:30 PM

How To Register


Agency-sponsored
Step 1 Apply through your organisation's training request system.
Step 2

Your organisation's training request system (or relevant HR staff) confirms your organisation's approval for you to take the programme.

Your organisation will send registration information to the academy.

Organisation's HR L&D or equivalent staff can click here to register through Learning Partner's registration portal.

The HR L&D will need to generate a URL link and send it to the participant to register for the programme under Corporate-Sponsored. The participant must first log in to L3AP using Singpass before clicking on the URL link to complete their registration and declaration. Failure to do so will result in registration under Self-Sponsored.

Please refer to NUS Lifelong Learning Portal (L3AP) guide here. Alternatively, please contact ask-iss@nus.edu.sg.

Step 3 GovTech Digital Academy will inform you whether you have been successful in enrolment.


Testimonials

The process of service design on gathering pain points through interviews is interesting and helpful for me to implement in my work.

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The design thinking framework is applicable to improving my service offerings in my current work.

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I can now apply service design at work after understanding customer needs and pain points, mapping customer journey and collaborating with cross functional teams.

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