Service Design Essentials Bootcamp


Saint Peters House

Oxford Road, Manchester, M13 9GH

Manchester, England, GB, M13 9GH

The IXSD Academy™ help organisations and individuals unleash their creative potential to deliver innovation at speed through our short courses and immersive workshops.

About This Workshop

In this intense course you can 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 products and services. This workshop is an active and participatory introduction to the language, tools, practices and core principles of Service Design.

Who is this course for?

We have aimed this at non-designers and professionals that do not have a background in design or designers that have a background in UX or UI Design or another design discipline.

The Facilitator

Peter Fossick, Senior Director of Service Design at Factotum. Peter is a seasoned service designer with project experience gained working with top corporations all around the world. Peter is a former Director of Service Design at IBM and has worked as Design Strategy Director at BCG-DV and Creative Director, Service Design Lead at Publicis Sapient.

Why so this course

We teach the core concepts of 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 ways to graphically 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.

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

Sectors that can benefit

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


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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