Locations and Dates

Manchester | Monday, 4th of June, 2018 | Use this link to book now via Eventbrite 

About This Workshop

In this intense 1 day course you will learn a common understanding of service design and how it can be applied by teams to solve complex challenges in the design and development of innovative services. This workshop is an active and participatory introduction to the language, tools, practices and core principles of Service Design.

Why do this course

We teach the core concepts of the service design, collaborative practices and tried-and-tested tools. We’ll teach you how to undertake service safaris, identify painpoints in services and how systems and process can be optimised. We teach you how to use different way to model and communicate information and plan how to transform services working with stakeholders.  This course will give you a working knowledge of how service design can be applied in your day-to-day job and in projects that demand teams unleash their expertise by working collaboratively to deal with complex service design challenges.


Peter Fossick | Director of Service Design, IBM  | Linkedin Profile

Course Outline

Day 1

01 Introduction to Service Design | What is service design? Why use service design? Who uses service design?

02 Aligning Stakeholders: What’s on My Radar | Needs Statements

03 Users and Ethnographic Research Tools: Service Safaris | Interviewing

04 User Empathy and Journey Mapping: Empathy Maps | As-is-Scenario Maps

05 Ideation | Methods: Big Ideas and Epics | Prioritisation Grid

06 Developing Ideas | Methods: Storyboarding & User Stories (Agile Methodology)

07 Service Blueprints | Methods: Touchpoint Matrix | Service Blueprinting

Who is this course for?

We have aimed this at:

  • Non-Design Professionals including: Developers, Business Analysts, Product Owners, Business Owners,
  • Design Professionals that have a background in UX, UI, Graphics, Advertising or another design discipline.


Media | Design | Digital | IT | Government | Public Services | Financial Services | Banking | Telecoms | Utilities


1 Days

Locations and Dates


Friday, 4th of May, 2018 Use this link to book now via Eventbrite