Introduction to Service Design Workshop

This workshop is for anyone who wants to be a better change practitioner or who would like to analyse and improve services, systems and processes to better meet the needs of customers and stakeholders. In particular: service designers or anyone with an interest in service design; business analysts; project managers; customer journey managers; product owners; project leaders; and business change managers.

Upon the completion of this workshop, candidates will be able to demonstrate understanding of:  

· Service ecosystems and value co-creation

· The difference between a ‘fixed’ and ‘growth’ mindset

· The Design Thinking mindset and fundamental practices

· The Design Council Double Diamond and Stanford d.School approaches

· Divergent and convergent thinking

· Key Design Thinking techniques

Introduction to Service Design

· The essence of customer centricity

· The definition of service

· Service ecosystems

· Goods and service dominant logic

· Definition and essence of value

· Value co-creation

· Value proposition attributes

Introduction to Design Thinking

· Definition of design thinking

· Fixed vs growth mindsets

· Design thinking mindset

· Stanford d.School approach to Design Thinking

· The Double Diamond approach to Design Thinking

Design Thinking Fundamentals

· Empathy and perspective analysis

· Research and investigation

· Divergent and convergent thinking

· Experimentation and prototyping

· Visualisation

· Validation

· Assumption identification and testing

· Iteration and continuous learning

Introduction to Service Design Techniques

· Empathy map

· Personas

· Problem framing

· Assumption reversal

· Service safari

· Customer journey map

· Service blueprint

· Feedback capture grid

· PDSA (Plan, Do, Study, Act)