Overview

Fragmented service delivery. Rising user frustration. Internal misalignment across functions. What lies at the root of these recurring challenges?

As services grow more complex and customer expectations rise, organizations can no longer rely on siloed fixes or isolated improvements. What’s needed is a structured, end-to-end approach that bridges user needs, business goals, and operational realities..

HFI’s Service Design Thinking Practitioner Course offers precisely that. This immersive, hands-on program equips professionals with the tools and frameworks to design services that are not only user-centered but also scalable, efficient, and strategically aligned.

Through a blend of real-world case work, guided exercises, and expert instruction, the course empowers participants to rethink how services are shaped, delivered, and evolved—across industries, teams, and touchpoints.

• A comprehensive understanding of service design principles and application
• Structured frameworks, toolkits, and methodologies
• Practice with real-world scenarios and collaborative exercises
• Expert feedback to guide your thinking and refine your approach
• A recognized certification in Service Design Thinking

This is a certification course with an exam.

The exam assesses your grasp of course content, practical application of principles, and conceptual understanding.

Certification is awarded upon successful completion of the exam.

• Understanding the service ecosystem
• Journey mapping and gap analysis
• Introduction to a real-world case study

• Concept generation through structured methodologies
• Service blueprinting—frontstage and backstage alignment
• Prioritization and feasibility mapping

• Planning for execution and rollout
• Defining metrics for service success
• Final presentations and expert feedback