Customer Experience, Sales, and Marketing Excellence Portugal

Human-Centered Service Design Thinking Training Course

Every service has a user experience. The question is whether it was designed intentionally or left to chance. Are your customers, citizens, or internal users finding your services easy or exhausting? Do you really understand what they go through before, during, and after interacting with your service?

This course is an essential guide for professionals who need to redesign services around real human needs, reduce friction, and create experiences that feel intuitive, respectful, and valuable. This training is about impact, not buzzwords. You'll learn to see services through the eyes of users and then redesign processes, touchpoints, and interactions to match.

Duration
5 Days
Duration
Certificate
Certificate
Included
Delivery
Instructor-Led
Delivery
Level
Foundation To Intermediate
Level
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Choose Your Preferred Training Format

Training Options

Reserve Your Spot Today — Pay When You're Ready!

Live Online Training

Join from anywhere with interactive virtual sessions

Starts
Ends
Weekend (4 Wks)
USD 850
Starts
Ends
Mon - Fri (5 Days)
USD 850
Starts
Ends
Weekend (4 Wks)
USD 850
Starts
Ends
Mon - Fri (5 Days)
USD 850
Starts
Ends
Weekend (4 Wks)
USD 850
Starts
Ends
Mon - Fri (5 Days)
USD 850
Starts
Ends
Mon - Fri (5 Days)
USD 850

Classroom Training

In-person sessions at premier locations

Nairobi Kenya
Mon - Fri
5 Days
USD 1,600
Kigali Rwanda
Mon - Fri
5 Days
USD 1,900
Dubai United Arab Emirates (UAE)
Mon - Fri
5 Days
USD 4,100
Zanzibar Tanzania
Mon - Fri
5 Days
USD 2,400
Customized Content
Team Training
Flexible Dates

In-person training at our premier venues — pick a city and date that works for you.

Location Duration Fee Language
Nairobi, Kenya Mon - Fri (5 Days) USD 1,600 English See dates & reserve →
Kigali, Rwanda Mon - Fri (5 Days) USD 1,900 English See dates & reserve →
Dubai, United Arab Emirates (UAE) Mon - Fri (5 Days) USD 4,100 English See dates & reserve →
Zanzibar, Tanzania Mon - Fri (5 Days) USD 2,400 English See dates & reserve →
Addis Ababa, Ethiopia Mon - Fri (5 Days) USD 2,400 English See dates & reserve →
Abuja, Nigeria Mon - Fri (5 Days) USD 2,900 English See dates & reserve →
Mombasa, Kenya Mon - Fri (5 Days) USD 1,700 English See dates & reserve →
Cape Town, South Africa Mon - Fri (5 Days) USD 3,900 English See dates & reserve →
Johannesburg, South Africa Mon - Fri (5 Days) USD 3,800 English See dates & reserve →
Pretoria, South Africa Mon - Fri (5 Days) USD 3,500 English See dates & reserve →
Kampala, Uganda Mon - Fri (5 Days) USD 1,900 English See dates & reserve →
Lagos, Nigeria Mon - Fri (5 Days) USD 2,500 English See dates & reserve →
Arusha, Tanzania Mon - Fri (5 Days) USD 2,000 English See dates & reserve →
Dar es Salaam, Tanzania Mon - Fri (5 Days) USD 1,900 English See dates & reserve →
Naivasha, Kenya Mon - Fri (5 Days) USD 1,700 English See dates & reserve →

Live, instructor-led sessions you can join from anywhere — pick the next start date below.

Code Start Date End Date Duration Fee
HCS-01 Weekend (4 Weeks) USD 850 Reserve my seat → Reserve team seats →
HCS-01 Mon - Fri (5 Days) USD 850 Reserve my seat → Reserve team seats →
HCS-01 Weekend (4 Weeks) USD 850 Reserve my seat → Reserve team seats →
HCS-01 Mon - Fri (5 Days) USD 850 Reserve my seat → Reserve team seats →
HCS-01 Weekend (4 Weeks) USD 850 Reserve my seat → Reserve team seats →
HCS-01 Mon - Fri (5 Days) USD 850 Reserve my seat → Reserve team seats →
HCS-01 Mon - Fri (5 Days) USD 850 Reserve my seat → Reserve team seats →

Our instructor comes to your office — same curriculum and accredited certificate, with case studies built around the work your team actually does.

Team Training

Train your entire team together in a familiar environment for better collaboration

Fully Customized

Content tailored to your industry, tools, and specific business challenges

Cost Effective

Save on travel & accommodation costs when training multiple employees

Flexible Scheduling

Choose dates that work best for your team's availability and projects

How It Works
1
Request a Quote

Tell us about your team size, preferred dates, and training goals

2
Get a Custom Proposal

Receive a tailored training plan and competitive pricing within 24 hours

3
We Come to You

Our certified trainer arrives ready to deliver impactful, hands-on training

Ready to upskill your team on Human-Centered Service Design Thinking Training?

No commitment required · Response within 24 hours

About the Course

Today’s organizations do not just want more services or new channels. They want services that people actually use, trust, and recommend. Whether you are improving a customer support process, redesigning a citizen-facing government service, or streamlining an internal HR workflow, leaders are expected to show that offerings are user-friendly, inclusive, and efficient.

This course turns service design thinking from a trendy concept into a practical way of working. Participants will not become design theorists. They will become disciplined problem solvers who understand people, map journeys, identify pain points, and co-create better service experiences. Learn how to discover what users really need, map end-to-end journeys across channels, identify root causes of service pain points, generate and test ideas quickly with low-risk prototypes, and align people, processes, and technology using service blueprints.


Target Audience

This course is designed for professionals who regularly design, deliver, manage, or improve services. It is ideal for those involved in customer-facing or citizen-facing services and those who aim to enhance service delivery and user satisfaction.

This course is designed for:

  • Managers responsible for customer-facing or citizen-facing services
  • Public sector staff redesigning government or public services
  • NGO program managers improving beneficiary and partner experiences
  • Operations and service delivery managers optimizing service processes
  • Customer experience (CX) and user experience (UX) champions in organizations
  • HR and shared services leaders managing internal service centers
  • Product or service owners in financial, telecom, health, education, and utility sectors
  • Innovation and strategy leads driving service improvement and transformation
  • Process improvement professionals (Lean, Six Sigma, BPM) wanting more human-centered methods
  • Anyone who must understand user journeys and redesign services around real human needs

Course Objectives

This course equips you to design, test, and improve services using human-centered service design thinking. You'll gain the skills to create services that truly resonate with users and improve organizational outcomes.

By the end of this course, you'll be able to:

  • Understand the core principles and mindset of human-centered service design
  • Discover and interpret user needs through research and empathy-building tools
  • Map end-to-end user journeys to reveal pain points and moments that matter
  • Frame service challenges clearly and define opportunity areas for redesign
  • Generate, prioritize, and refine ideas using structured ideation techniques
  • Prototype and test service concepts quickly with users and stakeholders
  • Create service blueprints that align people, processes, channels, and technology
  • Build and communicate a practical roadmap for implementing service improvements

Requirements & Prerequisites

Participants should have a basic understanding of service delivery processes and a willingness to engage in collaborative, hands-on activities. No prior design experience is required, but openness to creative problem-solving is essential.


Professional and Organizational Impact

When you think in terms of human needs and real journeys, you create services people value and remember. This course will enhance your professional capabilities in profound ways.

As a participant, you will benefit by:

  • Improve your ability to understand and articulate user needs and frustrations
  • Gain confidence when leading service improvement or transformation initiatives
  • Reduce guesswork by grounding decisions in real user insights and evidence
  • Enhance your toolkit for process redesign, innovation, and change management
  • Strengthen your reputation as a practical, user-centered problem solver
  • Position yourself as a bridge between users, business stakeholders, and technical teams
  • Build your influence in customer experience, operations, product, or program roles

Organizations that embrace human-centered service design unlock better experiences, higher satisfaction, and smarter operations. The benefits extend beyond individual projects to influence overall organizational success.

Your organization will benefit from:

  • Services that are easier to use, understand, and access for customers and stakeholders
  • More consistent and predictable service experiences across channels and touchpoints
  • Stronger alignment between service promises, processes, and actual delivery
  • Reduced failure demand, complaints, and rework through better design
  • Faster buy-in from users, staff, and leadership due to visible improvements in experience
  • Improved collaboration between departments and functions around shared user journeys
  • Increased ability to innovate services in a structured, low-risk, and repeatable way

Training Methodology

This is a practical, outcome-driven course designed to turn service design thinking into everyday ways of working. You'll engage in a variety of activities that reinforce learning and application.

Methodology includes:

  • Interactive exercises in empathy building and user research
  • Scenario-based mapping of real user journeys
  • Simple tools and templates for journey maps, personas, and service blueprints
  • Ideation workshops and co-creation activities
  • Hands-on prototyping using role-play, storyboards, and mock-ups
  • Case studies from public, private, and NGO service environments
  • Reflection prompts to challenge current service assumptions and habits

Upcoming Sessions

Next available dates worldwide

Virtual

(Zoom) Training
USD 850
22nd Jun-26th Jun 2026

Nairobi

Kenya
USD 1,600
15th Jun-19th Jun 2026

Kigali

Rwanda
USD 1,900
29th Jun-3rd Jul 2026

Dubai

United Arab Emirates (UAE)
USD 4,100
15th Jun-19th Jun 2026

Abuja

Nigeria
USD 2,800
29th Jun-3rd Jul 2026

Addis Ababa

Ethiopia
USD 2,500
29th Jun-3rd Jul 2026

Zanzibar

Tanzania
USD 2,400
13th Jul-17th Jul 2026

Mombasa

Kenya
USD 1,700
22nd Jun-26th Jun 2026

Cape Town

South Africa
USD 3,900
29th Jun-3rd Jul 2026

Johannesburg

South Africa
USD 3,800
22nd Jun-26th Jun 2026

Pretoria

South Africa
USD 3,500
15th Jun-19th Jun 2026

Kampala

Uganda
USD 1,900
29th Jun-3rd Jul 2026

Lagos

Nigeria
USD 2,500
15th Jun-19th Jun 2026

Certification

Recognized credentials that advance your career

Participants who complete the Human-Centered Service Design Thinking Training Program earn a Trainingcred Certificate of Achievement, demonstrating professional competence and alignment with global standards in learning and development.

NITA Accredited

Accredited by the National Industrial Training Authority, ensuring programs meet nationally recognized standards of quality and relevance.

CPD Certified

Recognized by the CPD Certification Service, ensuring every program meets internationally benchmarked standards of professional excellence.

Why this course earns its place on your CV

Accredited training, practitioner trainers, and peers on the same career track — the three things real expertise is built on.

Skills Relevance

  • Master the latest in service design to elevate user experiences and satisfaction.
  • Gain hands-on experience with real-world service design projects and challenges.
  • Learn to apply design thinking to solve complex service delivery problems effectively.

Expert Delivery

  • Taught by leading service design thinkers with extensive industry experience.
  • Interactive workshops ensure you learn directly from experts in the field.
  • Access exclusive insights from guest speakers from top service design firms.

Career Advancement

  • Boost your resume with cutting-edge skills in a high-demand field.
  • Empower your career trajectory with tools to innovate and lead in service design.
  • Networking opportunities with professionals and companies looking for expertise.

Real Results from Real Professionals

Thousands of professionals have transformed their careers through our training programs. Now, it's your turn.

Frequently Asked Questions

Got questions? We've gathered the answers to common queries to help you feel confident and informed.

Who else has attended this training course?

Join global leaders and experts from top-tier organizations who have already benefited from this training. Here are just a few of our past participants:

Designation Organization
Senior MERL Specialist Project HOPE, Ethiopia
Senior MERL Specialist Project HOPE, Ethiopia
Senior Research Associate Project HOPE, Ethiopia
Senior Research Associate Project HOPE, Ethiopia

Your seat is waiting.

Join these industry leaders and take the next step in your career.

No prior design or UX experience is required. This foundation-to-intermediate course is built for professionals from any discipline who want to learn human-centered service design from the ground up. You will be guided step-by-step through core concepts like empathy mapping, journey mapping, and service blueprinting before progressing to more advanced application exercises.
Over the five days, you will build a complete set of service design artefacts including customer personas, empathy maps, customer journey maps, service blueprints, and rapid service prototypes. You will also develop a stakeholder map and a value proposition canvas. Each deliverable is created using real or simulated scenarios, so you leave with a ready-to-use toolkit for your workplace.
The 5-day course blends instructor-led presentations with hands-on workshops, group exercises, and real-world case studies. Participants work in collaborative teams to practise empathy interviews, co-creation sessions, and service prototyping. This interactive format ensures you not only learn the theory but also gain confidence facilitating design thinking activities with your own teams.
You will leave with actionable skills to map end-to-end customer journeys, identify service pain points, and prototype improvements—applicable in roles spanning operations, product management, IT, marketing, and public-sector service delivery. The course also teaches you how to facilitate co-design workshops with stakeholders, enabling you to lead service improvement initiatives immediately upon returning to work.
After completing this foundation-to-intermediate course, you can progress to advanced service design topics such as service blueprinting at scale, design-led strategy, service design facilitation, or CX measurement and analytics. TrainingCred.com offers guidance on recommended learning pathways so you can deepen your expertise in areas like organisational design thinking integration or advanced prototyping methods.

Trusted by 100+ organizations across 40+ countries

Premier Bank
Amnesty International
UNDT SACCO
UNFPA
USAID
AMREF Health Africa
KENTRADE
CPF
UFIA
UNICEF
Central Bank of Kenya
UNDP
GIZ
Premier Bank
Amnesty International
UNDT SACCO
UNFPA
USAID
AMREF Health Africa
KENTRADE
CPF
UFIA
UNICEF
Central Bank of Kenya
UNDP
GIZ
Barbours
Bank of Rwanda
RFA
Dahabshil Bank
Dorcas Aid
Finn Church Aid
KCB Foundation
Ministry of Education Saudi Arabia
NSSF Uganda
RBA
Reserve Bank of Malawi
WASREB Kenya
Virginia Commonwealth University
Barbours
Bank of Rwanda
RFA
Dahabshil Bank
Dorcas Aid
Finn Church Aid
KCB Foundation
Ministry of Education Saudi Arabia
NSSF Uganda
RBA
Reserve Bank of Malawi
WASREB Kenya
Virginia Commonwealth University