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