Service Design is a well established, yet often misunderstood discipline that focuses on the development of solutions with consideration to all channels and touch points from both a user and organisational perspective. It’s a growing industry, with everyone from banks, to social enterprises using this to create value for their organisations, and the people they interact with.

This is a hands-on, crash workshop where you’ll learn a high level approach and key tools and practices of service design. You’ll design with consideration for both the user and the organisation involved in the service.

In 6 short hours, you’ll work through:

• Discovery: understanding the needs and pain points of users; defining and prioritising the right problems to solve.
• Ideation: Developing a range of ideas to address the problems at hand.
• Prototyping: Testing and iterating the future service offering, including the customer experience and organisational capabilities
• Communication and stakeholder engagement: Articulating the many facets of your offering in a concise yet engaging way, to take stakeholders on a journey and get their buy-in and support

This workshop is for anyone that has an interest in applying service design techniques to solve complex problems. It’s likely you’ll have many transferable skills or experiences that will be put to use through the workshop of the day.

Please note:

This workshop is highly interactive with group activities and discussions throughout. To participate you will need to:

• Have your camera turned on for the entire session
• Have an accessible microphone
• Be in a quiet, well-lit space with minimal distractions
• Strong internet connection

Takeaways

Participants will learn:

• How user research helps define real opportunities or challenges
• Ways to generate ideas and prototype solutions across a range of touchpoints
• Tools and approaches for designing and communicating services
• Integrating the customer experience and the organisational capabilities needed to successfully deliver that experience.

Preparation

This workshop will be completely live and online. In preparation, please download Zoom and Slack.

It would be helpful to have a basic understanding of human centred design principles. We’d suggest reading up on anything by IDEO, Stanford d.school, or the Design Council.

This session will not be recorded, however, slides will be shared following the class.