About This Workshop

In this intense course you will learn a common understanding of service design. Learn how service design theory and practices 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 practices, tools, methods and core principles of Service Design.

Who is this course for?

We have aimed this at”

Designers, Product Owners, Service Owners, Managers and Senior Leadership


Banking | IT | Government | Financial Services | Telecoms | Retail | Utilities | Public Services


2 Days

Locations and Dates


2 Days

Monday, Feb 25 + 26, 2018, Each day will run from 9:00 AM – 5:30 PM GMT

Purchase your attendance pass from Eventbrite here

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, Factotum Design  | Linkedin Profile

Course Outline

Day 1

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

02 Planning Projects | What’s on My Radar | Stakeholder Maps | Needs Statements

03 Users and Ethnographic Research | Methods: Service Safaris | Interviewing

04 Scenarios and Painpoints | Methods: As-is-Scenario Maps | Empathy Maps

05 Problem Framing | Methods: Problem Statements Starters (How Might We…)

06 Ideation | Methods: Big Ideas | Prioritisation Grid

Day 2

07 Ideation | Methods: Storyboarding & User Stories (Agile Methodology)

08 Concept Development | Methods: Co-Design Workshops, Feature Cards and MoSCoW Prioritisation

09 Service Journey | Methods: Service Journey Maps, Actors Maps | Touchpoint Matrix

10 Service Blueprints | Methods: Service Blueprinting, Actors Map

11 Prototyping Services | Methods: Evidencing | Rapid Experience Prototyping | Wizard of Oz Prototyping | Lego Play

12 User Testing | Methods: Resonance Testing and Think-aloud Walkthrough

13 Storytelling | Methods: Concept Posters and Microsites

14 Next Steps | Methods: Roadmapping