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Service Design: Elevate

Elevate your career with a ‘ready-to-go’ Service Design toolkit, so you can immediately design business systems and processes that support exceptional customer service experiences.

Course overview

What you’ll learn in this course

You’ll have 6 months access to all online course materials, enabling you to study at your own pace and fit your development around your busy lifestyle.

  • Understanding Service Design, Human Centred Design and the Double Diamond framework
  • Service Design minds: Strategic vs creative
  • Differentiating Service Design, UX and CX
  • The value of Service Design: Solving complex problems
  • Unpacking the brief: the (human) problem, business requirements & service landscape
  • Using the Desirable – Viable – Feasible framework as a project guide
  • Quantitative vs qualitative research
  • Primary research: Interview guide and techniques
  • Contextual inquiries and observations: Guerrilla research and ‘Fly On The Wall’
  • Coding & organising data to find insights
  • Synthesizing data using affinity maps
  • Defining & aligning on the problem(s)/opportunity
  • Mapping: Human needs and customer journey
  • Strategic vs operational forces: Why blueprint?
  • Blueprinting as an artefact
  • Analysis frameworks: Swimlanes; Front and back of house visibility; Analysis tracking and emotional states
  • Blueprint in action: A step by step guide
  • Setting a future service vision and ideating towards solutions
  • Alignment through workshops: “How might we?”
  • Ideation & inspiration toolkit
  • Developing a hypothesis
  • Communicating ideas through storyboarding
  • Introduction to prototyping: Making, visualising and failing fast
  • Physical vs digital prototyping
  • Rapid prototyping: Building ideas into concepts
  • Role play: Acting out a real-world scenario
  • Defending your prototype’s value proposition
  • Validating hypothesis and capturing feedback
  • Testing methodologies
  • Testing frameworks: Concepts vs features
  • Usability testing
  • Ruthless prioritisation: How to prioritise following testing
  • Introduction to roadmapping
  • Blueprinting: Choosing the right template and designing the future blueprint
  • Curating your own design process
  • Dealing with ambiguity
  • Aligning to the DVF framework: Desirable, viable, feasible.
  • Bringing together data and artefacts
  • Building a future vision and adapting for unknowns
  • Developing a compelling narrative: Storyboarding & building a deck
  • What makes a great Service Design portfolio?

Why study Service Design at Academy Xi?

Fees & payment options

We offer a range of flexible payment plans so you can achieve your goals today, and pay at your own pace.

No deposit

Study Now Pay Later

Choose weekly, fortnightly or monthly repayments over a repayment term of up to 12 months, with no deposit and 100% interest-free

Weekly payments from

$69 /week


From $55 /week


Pay upfront

Pay for your course upfront to receive a 10% discount on the full amount, and be eligible for any additional special offers.

Flexible installments from


Total cost of course


Interest-free payment plan

Payment Assist

Convenient payment plans that break up your course repayments into smaller chunks, 100% interest-free.

Flexible installments from

$125 /week


From $100 /week

Student success stories

Our students come from different walks of life and have supercharged their careers, landing coveted jobs in the Design, Tech, and Marketing fields.

From Fine Art to Service Design

A firm believer in the benefits of lifelong learning, Cilla decided to add a new dimension to her design process by upskilling with Academy Xi. Reads about how she decided to deepen her problem-solving skills by connecting with the customer and enrolling in the Service Design: Elevate course.
Read Cilla De Nadai’s story

From Architect to Service Designer

Instead of staying in a job that failed to satisfy and bring him fulfillment, Tobias went out in search of a new field, industry, and career. He landed at Academy Xi and took both the part-time Service Design (SD) course and the full-time User Experience Design (UX) course.
Read Tobias Robinson’s story

From Project Management to Service Design

After climbing the industry ladder into a management role, Elle felt an urge to step back into design practice. Find out how Service Design is helping Elle approach her role with newfound creativity and optimise the accessibility of a university’s student services.
Read Elle Beaumont-Bilsby’s story

Frequently asked questions on Service Design

Frequently asked questions

Service Design is the discipline of creating an optimal end-to-end service experience across all touchpoints, by ensuring customers are central to all processes.

Service Designers look holistically at a service experience, map out and orchestrate all aspects of it to deliver a fantastic experience:

  • The “front stage”: the elements that a user interacts with, such as an app, a website, an email or a conversation with an employee. 
  • The “backstage”: the behind-the-scenes activities a user doesn’t see, such as systems, processes, staff training, etc.

In today’s saturated marketplace, providing an amazing customer experience is critical to building brand differentiation, loyalty, and long-term business value. Leading organisations, such as Apple, Google, Uber and Disney, have embedded Service Design into all their processes to design smooth and personalised experiences that people will remember and talk about.

If you want to upskill or land a job right away, studying Service Design online can quickly get you to where you want to be. At Academy Xi, we offer intensive online programs that equip you with the full spectrum of theoretical and practical skills required in a well-rounded Service Designer.

The Service Design Elevate course is part-time and ideal for time-poor professionals who want to learn immediately applicable, practical Service Design skills. This course is designed to help with professional development, exposure to problem-solving skills using service design principles, and a chance to showcase skills with a service design portfolio built over the course. Learners walk away with a current and future-state Service Blueprint to showcase their skills and service vision to a current or potential employer.

In this course you’ll experience our ‘flipped classroom’ style of learning, where students cover course content independently before coming together to discuss concepts, ask questions and collaborate with mentor support. You’ll learn through a combination of:

  • Readings
  • Pre-recorded videos
  • Regular live sessions with your mentor and peers
  • 1:1 sessions with your mentor
  • Hands-on activities and practical project work
  • Q&A via chat and discussion boards

Our online courses come in three formats. No matter your learning preferences, work or life commitments, or support levels you require – we’ve got you covered.

To choose the right course format, pick your desired career outcomes:

  • Are you studying to transform your career? Our TRANSFORM courses will equip you with the latest industry skills and have you graduating job-ready, with an included Career Support Program.

  • Do you want to complement your existing skillset? Our ELEVATE courses will expand your expertise in a social and supported environment.

  • Do you just want to learn the fundamentals? Quench your curiosity, at your own pace with our FOUNDATIONS courses.

Get the complete course guide

Our in-depth course guide has all the information you need.

Have any unanswered questions?

One of our in-house course advisors will get in touch with you directly.

Download course guides

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