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Lean Service Design 2-Day Workshop

Thursday, June 13, 2019
09:00 - 17:00

The Printworks
The Morrison Hotel
Ormond Quay Lower, Dublin, D01 K5X5 Ireland

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Member cost: €1,895
Non-member cost: €

What it’s about:

The world of services is rapidly shifting with the rising complexity and connectedness of networks, new business models, and expanding expectations. In this world, it’s not just digital that needs a lean, agile approach. The rest of service delivery, from orchestrating touch points to organisational change needs to come along too. Whether you are in consumer or enterprise contexts, lean service design works to meet those rising demands and expectations for a better experience for your customer, client, citizen, employee, or enterprise.  This way of working supports both organisations and individual innovators as we pursue our ultimate goal: to solve business and social problems that embrace human needs and create new value.

In this 2-day workshop, veteran product designer and award-winning author Jeff Gothelf will cover topics such as:

  • The need for service innovation
  • The challenge of digital + services
  • The opportunity of using Lean UX principles for service design
  • Lean Service Design – Service design building blocks (people, services, channels, touchpoints, interactions, experiences, etc.)
  • Staying in sync with digital – Service sprints, scrum, kanban
  • The other MVP – Most Valuable Problem
  • Fieldwork / gemba, failure mode analysis card sorting, framing & reframing
  • Proto personas, Proto journeys
  • The Service Hypothesis Set, The Experience Hypothesis, Touchpoint Hypotheses
  • Touchpoint mapping – Connect the Dots
  • The Minimum Viable Service
  • Creating proto personas, creating the proto journey
  • Omnichannel Sketchboarding (structuring design studio vs. journey map)
  • Evaluating Service Prototypes – Roleplay / walkthrough a whole service experience using touchpoint prototypes
  • Measuring Service Success – Measurement Mapping
  • Scaling up service prototypes – Off hours space takeover
  • Using Service Blueprinting
  • From Prototypes to Operations to Org Change
  • Scrum / Kanban for service design

What does Lean Service Design mean?

A practice that integrates design thinking, core agile principles, and lean startup principles that is used by a cross-functional team of designers, developers, and product managers to bring the true nature of the work to light faster, with less emphasis on deliverables and greater focus on the actual experience being designed.

Time & Duration:

June 13th and 14th 2019

Who should attend:

  • UX Designers
  • UI Designers
  • Web Designers
  • App Designers
  • Product Designers
  • Service Designers
  • Account Directors/Managers/Client Services

Or anyone looking to upskill in UX Design!

Learning Outcomes:

Lean service design offers a way for teams to work at a pace that syncs with digital agility, even when you’re in the messy world of physical spaces, people-powered services, and interactions that require more than a chat bot or app. Building on the proven track record of Lean UX, lean service design offers a framework and tools for modern service innovation.

Course Fee:

  • Full price: €1,895
  • Super early-bird: €1,295 until Friday May 10th – limited tickets 
  • Early bird: €1,495 until Friday May 29th – limited tickets

Book Your Place Below.

About the Trainers

Co-author of the award-winning Lean UX book, Harvard Business Press book Sense & Respond, the wildly popular Lean Vs Agile Vs Design Thinking book as well as a veteran product designer, team leader and coach, Jeff Gothelf is uniquely qualified to bring the ideas of product discovery, business agility and digital transformation to your teams.

He believes too much time and money is wasted on ideas that don’t work. The world, driven by technology, is changing too fast for us to reliably predict what will work. Today’s leaders must inspire and collaborate, not micromanage, to drive agility and innovation in their orgs. He believes humility and learning are in short supply. To improve that, he teaches executives and teams — through advising, workshops, keynotes, coaching & books — to focus on their customers, learn from mistakes and create an agile culture that continuously improves their products and services and the way they work.

“A terrific storyteller, Jeff Gothelf uses his gift to share big, complex ideas in simple, accessible ways. We all came away with something that we could immediately implement to improve our work practices; and something we can’t wait to tell to people we meet.” – Julian Hirst, Director of International Development, Native Design.

Jess McMullin is the founder of Situ Strategy, a human-centred management consultancy, and the Centre for Citizen Experience, an action, education, and advocacy firm that helps government work better for people. At the heart of his work, he partners with leaders and teams to create the capability and cultures needed to tackle complex adaptive challenges.

Tim Macarthur is a Service & Experience Design Manager at an IoT and connected vehicle company. His career has seen him work in the enterprise, in consultancy and in software products and services. Tim co-founded and currently leads the Service Design Network in Ireland. Tim is deeply interested in the intersection of Service Design and Lean in bringing valuable, delightful services to life, and has published work and spoken at global events on this topic.
Design Enterprise Skillnet training focuses on helping designers and creatives in their careers and their business to up-skill their teams, and attract and service clients in a rapidly changing commercial landscape.Visit here for more upcoming events & workshops for 2019.

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