Diploma in Service Design for EV and Customer Journey
Online postgraduate diploma of 800 hours in Service Design for EVs and Customer Journey. 8 modules covering the EV service ecosystem, the EV driver customer journey, service design tools, touchpoint design, energy and charging services, business models and value, and measurement and continuous improvement with ISO 9241-210, ISO 23592 and ISO 10002, with an assigned technical tutor.
Take the controls.
Run a real engineering trade-off from this field. Move the sliders, watch the model react in real time and beat the challenge.
What you will be able to do
Understand the ecosystem of services surrounding the electric vehicle.
Build complete customer journeys from purchase to resale.
Apply service design tools such as the service blueprint.
Design consistent touchpoints across physical and digital channels.
Propose customer-focused energy and charging services.
Assess economic viability through service business models.
Define experience measurement systems aligned with ISO 23592.
Who it's for
- Service designers
- Customer experience managers
- User researchers
- Mobility services product owners
- Innovation consultants
- Digital after-sales leads
- Engineering or science graduates looking to move into the automotive sector
What you'll work with
- ISO 9241-210 (human-centred design)
- ISO 23592 (service excellence, principles and model)
- ISO 10002 (customer satisfaction, complaints handling)
- Regulation (EU) 2023/1804 (AFIR, alternative fuels infrastructure)
- Directive (EU) 2024/1275 (energy performance of buildings)
- Regulation (EU) 2016/679 (GDPR, General Data Protection Regulation)
- ISO 9001 (quality management systems)
- Miro
- Figma
- Smaply
- Qualtrics
- Dovetail
8 modules
1.1From product to service in electric mobility1.2Online sales, subscription and leasing1.3Home and public charging services1.4Predictive maintenance and after-sales1.5Insurance, finance and residual value1.6Digital services and features on demand1.7Ecosystem actors and partnerships1.8Service-dominant logic1.9Market trends in Europe1.10Case study: ecosystem map of an electric vehicle brand
2.1Stages: discovery, purchase, delivery, use and resale2.2Personas and customer segments2.3Moments of truth and pain points2.4First installation of the home charger2.5Vehicle handover and digital onboarding2.6First long journey and first public charge2.7After-sales and battery repair2.8End of contract and renewal2.9Emotions and the experience curve2.10Workshop: customer journey map of a first-time buyer
3.1Double Diamond and design thinking3.2Stakeholder and ecosystem maps3.3Service blueprint with front stage and backstage3.4Empathy map and value proposition3.5Service storyboards3.6Service prototyping and role-play3.7Future scenarios and speculation3.8Co-creation with customers and employees3.9Service documentation3.10Practical exercise: service blueprint of the vehicle handover
4.1Dealership, city store and online sales4.2Configurator and total cost simulator4.3The vehicle app as the service hub4.4Contact centre and chat4.5Communications and notifications4.6Test spaces and brand experience4.7After-sales workshop and home collection4.8User community and ambassadors4.9Visual and verbal brand consistency4.10Case study: redesign of the test-drive process
5.1Home installation and permit management5.2Electricity tariffs and smart charging5.3Public charging cards and apps5.4Charging network subscriptions5.5Integration with home solar PV5.6V2H and V2G services for the customer5.7Fleet and corporate charging5.8Roadside assistance for battery breakdowns5.9Communicating the total cost of ownership5.10Practical exercise: energy package proposal for customers
6.1Business Model Canvas applied to the service6.2Subscription, pay-per-use and freemium6.3Total cost of ownership and perceived value6.4Unit economics of a service6.5Partnerships with utilities and operators6.6Managing the battery as an asset6.7Retention, repurchase and loyalty6.8Regulatory and market risks6.9Market tests and service MVP6.10Case study: business model for a subscription service
7.1NPS, CSAT and CES metrics7.2Voice of the customer and feedback analysis7.3Journey analytics and attribution7.4Customer experience management under ISO 235927.5Customer satisfaction under ISO 100027.6Governance and journey owners7.7Experimentation and validated learning7.8Organisational change management7.9Experience dashboards7.10Practical exercise: designing a journey measurement system
8.1Choice of the service challenge8.2Research with real customers8.3Current journey and opportunities8.4Concept and value proposition8.5Blueprint of the future service8.6Prototype and proof of concept8.7Business model and metrics8.8Implementation plan8.9Report and presentation8.10Final project: final review with the tutor
How you'll learn
100% online programme on the SEIUM campus, with downloadable material, recorded classes and an assigned technical tutor. There are no fixed timetables: you progress at your own pace within each intake, so it fits around your job.
Each module combines theory, guided reading of the original standard and applied exercises. The working software is Miro, Figma, Smaply, Qualtrics and Dovetail, in free, academic or evaluation versions. Practical work is based on real procedures: co-creation workshops with electric vehicle customers, service prototyping through role-play, and journey analysis using customer service data. Assessment is continuous by module, plus the final project.
Standards covered: ISO 9241-210, ISO 23592, ISO 10002, Regulation (EU) 2023/1804, Directive (EU) 2024/1275, Regulation (EU) 2016/679, ISO 9001.
Build it end to end
Your final project follows the real engineering workflow, step by step, reviewed by your tutor.
Where this takes you
Requirements
- Prior technical training or professional experience in the sector. No university degree is required.
- An internet connection and a computer able to run the programme's software.
- English sufficient to read technical standards.
Ready to start?
Send your application today. Our admissions team replies within 72 hours with your study plan and funding options.
Frequently asked questions
The programme totals 800 hours over 6–8 months. You set your own pace within each intake, and your tutor helps you plan the workload around your job.
You work with Miro, Figma, Smaply, Qualtrics and Dovetail, using free, academic or evaluation versions. Your tutor indicates the free alternative wherever one exists.
A SEIUM Institute diploma, awarded on passing the continuous assessment and the final project. It is SEIUM's own qualification, not an official state degree; its recognition depends on the programme completed and the regulations of each country.
Yes. Modules passed are recognised in a higher programme in the same area (postgraduate diploma or master's). Ask about the recognition policy when you enrol.
Prior technical training or professional experience in the sector (no university degree required), a computer able to run the software, and English sufficient to read technical standards.
Start dates are set by SEIUM's faculty for each intake. Our admissions team will confirm the next available date when you apply.
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