How does it work?
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 pain-points in services and how systems and processes can be optimised. We teach you how to use different ways 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 to unleash their expertise by working collaboratively to deal with complex service design challenges.
Who should attend?
What is covered in the course:
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: Customer Journey Maps, Touchpoint Matrix
10 Service Blueprints | Methods: Service Blueprinting, Actors Map
11 Prototyping Services | Methods: Evidencing | Rapid Experience Prototyping | Paper Prototyping
12 User Testing | Methods: Resonance Testing and Think-aloud Walkthrough
13 Storytelling | Methods: Concept Posters and Microsites
14 Next Steps | Methods: Road-mapping
18th & 19th October
About The Trainer
Peter Fossick is a seasoned design director specialising in service design, UX design and disruptive innovation using a range of approaches including design thinking, DesignOps and Lean Principles to deliver omni-channel, customer-centric experiences within the service-product continuum.
Peter is the former Service Design Program Director at IBM, a former Director of Strategic Design at Boston Consulting Group-Digital Ventures and now runs his own design consultancy and academy.