Improve and innovate your entire service ecosystem

Service design training to improve customer satisfaction, increase revenue, and stand out from competitors.

What's the cost of doing nothing?

1 in 3 customers will leave a brand they love after just one bad experience¹.
Customers who had the best past experiences spend 140% more compared to those who had the poorest past experiences².
Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within three years of investing in customer experience³.

Poor service design can have a significant impact on a company’s bottom line, customer loyalty, and overall success.

(Source: ¹PwC; ²Harvard Business Review; ³Temkin Group)

40-80%

of products fail either by never making it to market or not meeting their key objectives and results once launched.
(Source: Gartner.com 2022)

$1-$2 million

of average investment into Product teams annually.
(Source: Glassdoor, USA 2022)

Up to $1.6 million

of product wastage per organisation annually resulting in failed transformations and unmet strategic objectives.

Zoom out for a bird’s eye view - and zoom in to optimise

The Service Design process takes a bird’s eye view of a service—and then focuses on the detail. It ties together all interactions across the customer journey and the “behind-the-scenes” activities that enable those experiences to be delivered.

Service Design sits at the intersection of customer needs, business objectives and organisational capabilities. It has the power to transform your service offerings and business models to create new revenue streams and improve customer engagement.

Why this training program?
How does it work?
Why Academy Xi for Organisations?

Identify new business models

Test new solutions to tap into your broader organisational ecosystem and create new revenue streams.

Transform your service offerings

Meet emerging customer needs and expectations whilst opening up new markets and revenue opportunities.

Improve customer engagement

Focus on empathy, experimentation and iteration to create experiences your customers love.

Differentiate your brand

Create unique and memorable service experiences that stand out in the market.

Get clear on your service

Map your service’s end-to-end journey across digital and offline touchpoints.

Work in ‘current’ and ‘future’ states

Use current and future state Service Blueprints to help align your organisation and execute your service vision.

Find a through-line in the messiness

Adapt products and services in response to ambiguity and constraints.

Deliver value to your stakeholders

Translate user stories and propose design approaches to meet stakeholder needs.

Better understand your stakeholders

Appraise how people interact with your company and identify their pains and gains.

BYO project

The choice to use an organisational project. Build the commercial model and outline product recommendations for future implementation.

In-demand digital skills

Embed modern product skills into your workforce that truly translate to digital transformation and broader business success.

Immediate results

Bring a project drawn directly from your business into our programs so that your people push priority projects forward within the context of learning.

Strong talent pipelines

Fortify your product talent pipelines with uplift programs to ensure deep talent pools and that your digital transformation projects remain on track.

World-class learning experience

We create a vibrant learning culture including access to an ecosystem of industry expert facilitators and learning designers.

Lasting skills uplift

Bring about real behaviour change with hands-on learning that goes beyond standard content libraries.

Learning Outcomes

Understand, map and communicate the end-to-end journey of a service across digital and offline channels
Visualise, articulate and solve service problems and concepts
Identify customers and stakeholders and their needs; and translate user stories and propose design approaches or services
Ideate, design and test workable prototypes
Prepare a current and future-state Service Blueprint to communicate your service vision to stakeholders
Work with ambiguity and within given constraints by adapting products and services where needed

Hear from our partners

Mary-Claire Monsalve

Head of Experience Design / Design Principal

IAG

Our team came to Academy Xi for some group training in UX & Service Design. The purpose of this training was to help establish common practices and outputs for the team. The training was a tailored experience, to ensure that all team members would get something out of it, and felt engaged.

It was a great team building exercise, and really helped us agree on methodology - which in turn helped us have a common approach within the workplace - which helped enormously in streamlining our approach.

Mary-Claire Monsalve, IAG

We’ve helped these organisations align their teams

Download training guide

Fill the form below to receive your copy of our Product Management training guide.

Frequently asked questions

What is product management - and how does it drive business growth?

Product management is an organisational function that guides every step of a product’s lifecycle — from development to positioning and pricing — by focusing on the product and its customers first and foremost.

High-performing product management teams help organisations achieve business goals, such as entering new markets, selling more to existing customers, changing customer behaviour or winning business from competitors.

How does Academy Xi design upskilling and reskilling programs to deliver a higher return on investment, faster?

We work closely with our clients as collaborative partners to identify and design around learning pillars that are essential to product maturity.

We work with you to understand where your capability gaps are, design a product management course that hones in on and addresses these gaps and continuously measure for impact, not just learner engagement.

What kind of product management certification do learners receive?

On successful completion of our Product Management training, every learner will be issued an industry-recognised certificate in Product Management. We encourage learners to share their verified credential on LinkedIn to promote their newly acquired skills and to support their organisation’s commitment to upskilling.

Can we help you develop a business case to support your learning initiative?

In order to deliver the best product management training for your team, we can provide content to support the development of a business case to match your learning strategy.

How does Product Management map against the World Economic Forum’s Top Ten Work Skills for 2025?

Product Managers routine exercise many of the abilities the World Economic Forum outlines in their Top Ten Work Skills for 2025 list. This list maps the jobs and skills of the future.

These include: Analytical thinking & innovation (#1); Complex problem-solving (#3); Critical thinking and analysis (#4); Creativity, originality and initiative(#5); Reasoning, problem-solving and ideation (#10).

More Resources

Keep up with the latest in workforce planning with our webinars, case studies and thought leadership pieces.

WEBINAR

Product Management is Growing. Fast.

Our panel of leading product managers where we will discuss why Product Management is having a moment right now and what lies ahead.

CASE STUDY

Department of Health – Digital Workforce Transformation

The challenge: Train a team of health policy professionals within the Australian Department of Health in digital and design disciplines, preparing them to launch and lead a new digital hub.

THOUGHT LEADERSHIP

Build, buy or partner? ASX 200 CEOs think there’s only one way

Woolworths CEO Brad Banducci recently spoke of a mixed strategy of build, buy and partner for developing capability. What does ‘build, buy and partner’ mean?

Explore more inside Academy Xi