Making Sense of Service Design

Snook's practical introduction to Service Design, allowing you to learn by doing, supported through real-world experience and case studies.

This short online course (2 x half days) is for anyone who is interested in a hands-on introduction to Service Design from Snook - one of the UK’s leading Service Design Agencies.

Service Design is a human centred design process that takes into account how all parts of a service work together to meet not just the needs of the people that use it but also the organisations that deliver it and the planet we live on. It’s much more than post-it notes and high fives. It gets to the root of systemic and complex problems and provides the tools and methods to deliver and drive sustainable change for people and for planet.

'People ignore design that ignores people'

Frank Chimero

About the course

This course will introduce you to the fundamentals of service design and how it's evolving to drive change within government, public and social sectors.

Building on examples from over a decade of Snook’s experience designing and implementing services with clients, you will learn:

- How services are designed and created.

- How to develop the creative, collaborative and systemic mindset needed for service design.

- How and why the process of service design is adapting to support lean and agile ways of working.

- How to make use of practical tools and methods to take service design into your own organisation.

What you will learn

Through hands-on workshop activities, we will take you through how to use core service design tools methods and mindsets including:

• Introduction to service design
• User needs for service development
• Inclusive and diverse user research
• Journey mapping
• Service blueprinting
• Defining user groups and scenario mapping
• Service proposition development
• Prototyping services

You will leave with practical knowledge and skills that we hope you will apply within your own role and organisation.

Drawing on Snook's experience, we will help you make sense of core service design frameworks and standards and the role of service designers within digital teams. We'll also explain how and why Service Design is evolving in response to the complex social, environmental and economic challenges facing our world. We promise to go beyond the Double Diamond to include practical advice on how to integrate service design into the agile design context within which digital services are designed and made. This is not a deep dive, but will enable you to make sense of service design.

Why Snook?

For over ten years Snook has been quietly revolutionising the private and the public sector, on a mission to make the world more human. We’ve built great products and services in a wide range of scenarios, putting people at the heart of the design process every time. We want to share what we have learned from these experiences with you so more people can benefit from the value service design brings.

This course is for

Those looking to transition into service design from other disciplines.

Those who work closely with service designers as part of their roles (for example business analysts and service improvement teams).

Client teams who want to understand service design better so they get the most out of working with service designers.

Individuals or teams who want to understand more about User Centred Design / Service Design and how to start using it in their every day practice

Accidental Designers, are you a designer who is self taught? fantastic, come align your practice and sharpen your skill & mindset with us.

The course is split over 2 days consisting of 2 x 3.5 hours facilitated learning sessions and 1 hour of content to consume at your own pace.

Tuesday 9th April - 9.30 - 13.00 UK Time

Wednesday 10th April - 9.30 - 13.00 UK Time

Numbers are limited to ensure time for interaction and teamwork.

“A fabulously thought provoking session, working with a curious group of thinkers and questioners to learn some of the tools of Service Design. The Snook team provided a thoroughly engaging and participatory workshop, bringing together diverse thinkers to collaborate on a live brief”

Imogen Aylwin, Design Researcher & Podcast Host at Headway

"Working with Snook helped take my team to the next level. My Transformation & Innovation Unit had been using service design concepts within their work without any formal training - they were working as accidental designers. Taking part in Making Sense of Service Design and a series of focussed masterclasses took my team from accidental designers to a team who deliver all aspects of service design proficiently.

Using their learned skills and knowledge across projects has helped us to achieve greater outcomes, and has improved engagement across our work. The training style Snook use is energetic, innovative, and engaging – striking a great balance between practical application and theory. I highly recommend Snooks courses to any team looking to make a meaningful difference for customers, or people that use their services"

Rob Comber | Head of Transformation, Ealing Council (London Borough of Ealing)

We reserve some free spaces for those on low incomes. These are limited but we will have more opportunities on courses coming out later in the year. If you’re on maternity leave or unemployed at the moment please contact us and say hello. We don’t ask for evidence - we trust you.

Student & small group discounts also available. This course is also available to run bespoke within organisations.

Please email training@wearesnook.com to be added to the ongoing waiting list or for further information .