User-Centred Service Ownership (£690 + VAT)

The School of Good Services helps you to develop the skills you need to design and deliver services that work. Our programmes of training are for everyone.

The School of Good Services

Learn how to lead, own and manage user centred services with this 2-day intensive masterclass

<h1>User-Centred Service Ownership is a two-day intensive masterclass that will prepare you to lead and manage user-centred services in an agile environment</h1><h1>Understand the full lifecycle of agile service delivery, from research through to live and how to build in future implementation and management approaches</h1><h2></h2><h2>Who it’s for</h2><p>This masterclass is for current and aspiring service owners looking to gain a thorough grounding in how to lead and manage services in an agile user-centred way </p><p>This masterclass would also be beneficial to user-centred design practitioners who want to gain a deeper understanding of service delivery and management in an agile environment</p><h2></h2><h2>What you’ll learn</h2><ul><li>Understand and prepare for the stages of agile service delivery, from discovery to live</li><li>Understand problems with your existing service and prioritise change</li><li>How to build an agile service delivery team that can define and work to service standards</li><li>Create agile governance and reporting structures that will enable your team to work quickly</li><li>Understand the legal responsibilities of digital service delivery, from accessibility to safeguarding</li><li>Design for and ensuring continuous improvement (even in budget confined environments)</li><li>Structure your user support and complaints and creating an emergency recovery plan</li></ul><h2></h2><h2>Course modules</h2><p></p><p><strong>Day 1: Understanding a user-centred approach </strong></p><p></p><p><strong>1. Defining your service</strong></p><ul><li>Understand the definition of ‘a service’, what they are, how they work and how they get improved</li><li>Understand why we need to focus on services and what’s involved in creating a service focussed organisation</li><li>Define your service, where it starts, where it finishes and what it delivers</li><li>Understand how to manage shared ownership of services in complex, scaled organisations</li><li>Understand how to balance the conflict between user needs and organisational priorities</li></ul><p><strong>2. Understanding your service delivery model</strong></p><ul><li>Assess how culturally ready your organisation is for change to service delivery</li><li>Map your organisations service delivery maturity and identify key problem areas</li><li>Understand the collective responsibility of service owners to deliver shared services in complex environments</li><li>Spot patterns in your organisations services and identify a target service delivery model</li></ul><p><strong>3. Understanding service ownership </strong></p><ul><li>Map and understand how your service fits with other services in your organisation and create a target service delivery structure </li><li>Understand and define the role of the service owner in your organisation</li></ul><p><strong>4.  Understanding how agile, user-centred services get made </strong></p><ul><li>Introduction to Iterative ways of working </li><li>Understand the process of agile, user-centred service delivery </li><li>Understand how service design and delivery works at each agile phases of development from Discovery, Alpha, Beta and Live</li></ul><p><strong>5. Building your team</strong></p><ul><li>Understand the roles involved in agile, user-centred service delivery</li><li>Define and build a minimum viable team for your service </li></ul><p><strong>6. Running a Discovery &amp; Understand what makes a good service</strong></p><ul><li>Learn to define the problem area of a discovery</li><li>Understand the importance of user research, and how user research happens in discovery</li><li>Understand the team roles involved in discovery and the outcomes they need to achieve</li><li>Plan, scope and create a timeline for your discovery</li><li>Learn how to balance the expectations of your organisation with the needs of your user</li><li>Learn how to manage stakeholder expectations during Discovery</li><li>Use the 15 principles of Good Service design to gauge how well your current service is working</li></ul><p></p><p><strong>Day 2: Taking services into live </strong></p><p></p><p><strong>7. Prototyping your service and testing it in Alpha</strong></p><ul><li>Learn how to develop and test hypothesis </li><li>Learn what’s involved in an alpha phase where services are prototyped</li><li>Understand different methods of prototyping and select the right one for your service</li><li>Learn how to move from user needs to defined in Discovery Into testable hypotheses in Alpha</li></ul><p><strong>8. Building your audience and understanding your constraints in Beta</strong></p><ul><li>Learn how to narrow down your hypotheses after Alpha and prepare to test with users in Beta</li><li>Understand how to develop a minimum viable service </li><li>Plan to develop your audience and scale your service gradually, selecting trial groups to work with </li><li>Assess your organisational and technological capability to deliver change and plan a sustainable </li><li>Understand who’s involved in Beta and what they do</li><li>Create a Beta delivery plan</li></ul><p><strong>9. Continuous improvement and delivery structures in Live</strong></p><ul><li>Understand how to prepare your service to move from private testing to scaled use with live users</li><li>Learn  how to measure the success of your service and create a reporting structure that will allow your stakeholders to understand the performance of your service</li><li>Create a service governance framework that allows your team the freedom to deliver</li><li>Create a plan for continuous improvement to your service </li><li>Understand the different team requirements for Live, and how to build sustainable support for your service and it’s evolution </li></ul><p><strong>10. Legal responsibilities of the service &amp; working with service standards</strong></p><ul><li>Understand the legal responsibilities that will affect your service and create a plan to comply with them - from accessibility, ISOs to equalities standards or Information Society Services (ICOs) </li><li>Understand the role of industry regulators, complaints and FOIs</li><li>Learn how to create and work with your own service standards</li><li>Understand the Language requirements of service delivery in both the public and private sector</li><li>Identify the areas of non-compliance and create a plan to deal with them</li></ul><p><strong>11. Supporting your users and mitigating service failure </strong></p><ul><li>Understand and plan for the common causes of service failure</li><li>Create a sustainable customer support structure and learn how to test this from Discovery to live</li><li>Learn to create feedback loops in your customer support and incorporate these into continuous improvement </li><li>Quantify the risk of failure in your service and create a plan to mitigate those risks </li><li>Create an emergency and continuity plan for your service</li></ul><p><strong>12. Building service capability</strong></p><ul><li>Understand what organisational conditions you will need to sustain your service in the long term</li><li>Understand the collective requirements of agile user-centred service delivery in your organisation, your service and your role</li><li>Identify the areas of operational weakness in your organisation and create a plan to build capability, better governance, standards and assurance</li></ul><h2></h2><h2>How it works</h2><p>All classes are delivered live and online in small classes that are a mix of taught tuition, individual exercises, and group discussion. </p><p>Participants work on a service or case study of their choice so all course takeaways are able to be put into action immediately</p><h2></h2><h2>Your trainers</h2><p>Lou Downe is author of the bestselling book about how to design services that work - Good Services.</p><p>They founded the discipline of service design in the UK government, where they were national Design Director for 5 years - establishing the Government’s Service Standard and Design System and building a community of over 3,000 designers, user researchers and content designers - one of (if not the) largest design teams in the world.</p><p>Lou was nominated as one of the top 50 creative leaders in the UK in 2016 and one of the world's 100 most influential leaders in digital government in 2018 and is a passionate believer in the role of design to create a world which benefits everyone.</p><h3></h3><h3>Private courses</h3><p>This masterclass can be delivered privately for your organisation. <a href="https://good.services/contact" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">Drop us a line here to discuss. </a></p>

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User-Centred Service Ownership (£690 + VAT)

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