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Applied Service Design

  • Length 3 days
  • Price $3289 inc GST
Course overview
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Why study this course

This course is currently undergoing revision and will return later in 2022. Please check back soon for new dates and information.

In this three-day immersive workshop you will be experiencing the power of service design and how to view your organisation through the lens of its people. We will take you on a journey of how to combine the outside in view of customers (design thinking) with the inside out view of the organisation (architectural thinking). With this in-depth, surface-to-core understanding, you will learn to create meaningful value and genuine relationships with both stakeholders and customers.

This course is a must for those who want to see the big picture and how to innovate within the bounds of their organisation. You will step into the shoes of a 'designer' facing a design challenge and ask and explore: “How do I research a problem statement and frame it from the eyes of my customer?” and “How do I empathise and find the true insights, both quantitative and qualitative, and most importantly, will this service provide real value for both the customer and the organisation?”

You will also step into the shoes of the architect using the "Where are we?", "Where do we want to be?" and "How do we get there?" principles. By rapid prototyping and validating you will quickly learn how to test your ideas before investing and using the lean principles of 'pursue, perish or pivot'.

At the end of the course you will be well equipped on how to apply service design tools and techniques, and how they can be applied within your organisational context.

Please note: This course is currently available only as a virtual class. You will need a laptop/tablet with internet connectivity to join the virtual classroom and view the electronic course materials. Course materials will be provided to you in a digital format prior to the course commencing.

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What you’ll learn

Attendees will learn how to successfully:

  • apply a design thinking mindset to understand customer behaviour and needs

  • ask the right questions using customer research

  • define a problem by examining insights using data synthesis

  • develop an empathy and journey map to connect with the felt experience of a service

  • design and execute a rapid prototyping ideation workshop

  • validate your ideas with customer testing

  • facilitate the outside in and inside out architectures of a service using a service blueprint

  • communicate your idea to stakeholders to 'pursue, perish or pivot'

TOGAF and Applied Architecture at DDLS

TOGAF 9 Level 1 and 2 delivered by EA Learning is a course accredited by The Open Group.

TOGAF® stands for "The Open Group Architecture Framework", the world's leading Enterprise Architecture framework.

Stay ahead of the technology curve

Don’t let your tech outpace the skills of your people

Quality instructors and content

Expert instructors with real world experience and the latest vendor- approved in-depth course content.

Partner-Preferred Supplier

Chosen and awarded by the world’s leading vendors as preferred training partner.

Ahead of the technology curve

No matter your chosen technologies or platforms, we can help you stay one step ahead.

Who is the course for?

This course is aimed at those who are working in the business transformation space and need to understand the merging of service design, business architecture and business agility:

  • Professionals in the field, including product and service planners and designers, customer and employee experience planners and designers, and user experience designers

  • Business analysts, enterprise architects, business architects and solution architects responsible for designing systems and solutions capable of delivering better customer outcomes

  • Program and project managers, change managers, business analysts, solution architects, technical designers, business process owners, managers and architects, and other professionals and consultants seeking to advance their career in the field of business improvement and transformation

  • Organisations seeking to deliver better customer outcomes to improve their performance

Course subjects

Day 1 - Research Day

  • Course introduction

  • The Design Challenge and Case Study

  • Research analysis, develop insights, identify opportunity areas

  • Recap of the day, personas, journey maps, empathy maps, data synthesis

Day 2 - Design Day

  • Forming the Design Squads

  • Reframing the Design Challenge

  • Ideation, service concepts, prototyping

Day 3 - Business Day

  • Develop the Service Blueprint, surface to core

  • Field testing your ideas, iterating, finalise your service concept

  • Presenting your service concept and course debrief


There are no prerequisites for this course.


DDLS offers training through our partnership with EA Learning. This arrangement requires DDLS to provide your details to EA Learning for course registration purposes.

Terms & Conditions

The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

Request Course Information

By submitting an enquiry, you agree to our privacy policy and receiving email and other forms of communication from us. You can opt-out at any time.