About This Workshop

In this intense course you will learn a common understanding of service design and 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. It explores how #DesignOps can be used to systemise design practices, tools and methods that can applied by team members in design, business and engineering.

Who is this course for?

We have aimed this at:

UX and UI Designers, Product Owners, Service Owners, Managers, Developers and Delivery Leads.


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


2 Days

Locations and Dates


2 Days

Purchase your workshop pass from Eventbrite here for April 1 & 2  – 2020

Purchase your workshop pass from Eventbrite here for May 5 & 6  – 2020

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 operationalise and design and development using #DesignOps. We will teach the benefits if user centred design, to undertake service safaris and research services ‘in the wild’, identify painpoints in services and how systems and process can be optimised to unlock value.

We teach you how to use different way to model and communicate information and to plan how to transform services working with stakeholders, business sponsors, core partners and the wider team.  This course will give you a working knowledge of how service design can be applied in your day-to-day project work 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 Kicking Off A Project | What’s on My Radar | Stakeholder Maps | Needs Statements

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

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

05 Unlocking Value | Methods: Service Value Strategy Canvas and the Value Framework

06 Ideation | Methods: WOW Stories | Evaluation Grid

Day 2

07 Service Maps: Frontstage & Backstage | Methods: Storyboarding & User Stories (Agile Methodology)

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

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

10 Service Blueprints | Methods: Service Blueprinting

11 Prototyping Services | Methods: Evidencing | Rapid Experience Prototyping | Paper Prototyping

12 User Testing | Methods: Resonance Testing & Cognitive Walkthrough

13 Creating a Backlog | Methods: Creating A Mixed Backlog

14 Next Steps | Methods: Roadmapping


To learn more about our Service Design, UX and Design Thinking courses or to discuss a workshop please call (UK) +44 7972 905474 or request a call back (Network charges may apply depending upon you service provider)


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