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Be A Service Design Thinker Powered By ESSEC is a Program

Be A Service Design Thinker Powered By ESSEC


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Full program description

Be A Service Design Thinker Powered By ESSEC

Course Overview

*For Corporate Sign Ups Only*

Service Innovation is one of the most powerful ways to achieve business excellence in today's market field. With Design Thinking fundamentals equipped in this programme, participants can apply these user-centric concepts across businesses such as product development and design, service touch-points, value-creation and enhancements and even to individuals and their personal lives.

Participants will undergo the Design Thinking framework, understand key insights, work through idea generation and evaluation as well as rapid prototyping through a series of interactive and fun activities. Learn the importance of framing insights, the desirability-viability-feasibility criteria model and the concept of minimal viable product/service.

Who Should Attend

Frontline service staff (i.e. customer service representatives, store advisors, service crews, etc.) from various industry sectors and backend support staff facilitating service delivery processes.

Course Duration

16 hours / Full-time  

Course Outline

Recognise the importance of Service Innovation

  • Definition of Service Innovation
  • Importance of Service Innovation
  • Different types of Service Innovations

Generate Potential Service Innovation Ideas to Transform the Customer Experience

  • The Service Innovation Process
  • Your Role in Service Innovation
  • Enablers of Service Innovation
  • Sport REAL Service Innovation
  • Investigate Opportunities
  • Diverging and Converging
  • Two Methods of Dreaming - S.C.A.M.P.E.R and Picture Simulation

Evaluate Potential Service Innovation Ideas according to Organisational Criteria

  • Evaluating by Narrowing Down
  • It's time to vote
  • What criteria can we use?
  • Idea log
  • Mock-up: What is it?
  • Types of Mock-up
  • Stakeholders and Elevated Pitch

Present Mockup of Service Innovation Ideas to stakeholders

  • Prepare your mockup
  • Group presentation
  • ABCDE Method of refining Ideas
  • Following up on an idea

Mode of Assessment

  • You would be assessed through course assessment exercises

Course Objectives

At the end of the programme, participants will be able to :

  • Recognise the importance of service innovation
  • Generate service innovation ideas to transform the customer experience
  • Evaluate service innovation ideas
  • Present a mock-up of service innovation ideas

Medium of Instruction & Trainer

  • English
  • Trainer: Trainee Ratio is 1: 20


Course Fee
Full Course Fee  $520.00
Full Course Fee with GST  $556.40
Nett amount after Funding    
Singapore Citizens & Permanent Residents**  Individual  $27.82*
 Corporate  $62.40*
Others   $556.40*

* includes 7% GST

** 95% course fee funding under IBF Funding Scheme



  • Singapore Citizens or Singapore Permanent Residents physically based in Singapore
  • Trainee has to complete 100% attendance and pass all relevant assessments and examinations
  • NTUC LearningHub reserves the right to claw back the funded amount from trainee if he/she did not meet the eligibility criteria


  • Singapore Citizens or Singapore Permanent Residents physically based in Singapore
  • Company must be Financial Institutions regulated by MAS (licensed or exempted from licensing), or involved in supporting financial sector activities. FinTech firms must be certified by Singapore FinTech Association (SFA)
  • Trainee has to complete 100% attendance and pass all relevant assessments and examinations
  • Eligible company-sponsored trainees will be able to clock CPD hours upon successful course completion

Funding Incentives:

1. Institute of Banking and Finance (IBF) Enhanced Funding

Singapore Citizens and permanent residents of all ages are entitled to receive enhance course fee subsidies of 95%. This funding is open to all individuals with no limitation to industry.

2. Training Allowance Grant

Self-sponsored individuals who successfully completed IBF accredited course will receive $10 per training and assessment hour. Training grant will be reimbursed to trainees PAYNOW account after course completion.

Sponsoring companies will receive $15 per training and assessment hour upon participants successful completion and passing the assessment.

3. SkillsFuture Credit

Singapore Citizens aged 25 and above may use their SkillsFuture Credits to pay for the course fees, the credits may be used on top of existing course fee funding. This is only applicable to self-sponsored participants. 

4. Union Training Assistance Programme (UTAP)

NTUC members can enjoy 50% unfunded course fee support for up to $250 each year. You must be a union member throughout the course duration and at the time of claim. You must achieve a minimum of 75% attendance for each application and have sat for all prescribed examinations. This is only applicable to self-sponsored participants. 

Terms and conditions apply. NTUC LearningHub reserve the right to make changes or improvements to any of the products described in this document without prior notice.

Prices are subject to other LHUB miscellaneous fees.