Service Design at Scale
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Learn and apply service design tools and methods to work in teams to transform the business and customer/patient experiences.
About this event
We teach the core concepts of the service design, collaborative practices and tried-and-tested tools. We’ll teach you how operationalise discovery, design and development using systemised approaches.
In this shbenefits ort course we apply HCD to undertake service safaris to research services ‘in the wild’, identify painpoints in services and how systems and process can be optimised to unlock value. We teach you how to use different ways to model and communicate information and to plan how to transform services working with stakeholders, business sponsors, core partners and the the delviery team. This course will give you a working knowledge of how service design can be applied in your day-to-day project work that demand teams unleash their expertise by working collaboratively to deal with complex service design challenges.
Who is this course for?
User Researchers, UX Designers, Business Leaders, Product Owners, Product Managers, Developers and Delivery Leads.
Sectors
Banking | IT | Government | Financial Services | Telecoms | Retail | Utilities | Public Services
Duration
2 Days
Locations and Dates
Manchester
Why do this course
We teach the core concepts of the service design, collaborative practices and tried-and-tested tools. We’ll teach you how operationalise and design and development using #DesignOps. We will teach the benefits if user centred design, to undertake service safaris and research services ‘in the wild’, identify painpoints in services and how systems and process can be optimised to unlock value.
We teach you how to use different way to model and communicate information and to plan how to transform services working with stakeholders, business sponsors, core partners and the wider team. This course will give you a working knowledge of how service design can be applied in your day-to-day project work that demand teams unleash their expertise by working collaboratively to deal with complex service design challenges.
Faciltitator
Peter Fossick | Director of Service Design, Factotum Design | Linkedin Profile
Course Outline
Day 1
01 Introduction to Service Design | What is service design? Why use service design? Who uses service design?
02 Kicking Off A Project | What’s on My Radar | Stakeholder Maps | Needs Statements
03 Users and Ethnographic Research | Methods: Service Safaris | Interviewing
04 Scenarios and Painpoints | Methods: Service Maps | Empathy Maps | As-is-Scenario Maps | Painpoint Statements |
05 Unlocking Value | Methods: Service Value Strategy Canvas and the Value Framework
06 Ideation | Methods: WOW Stories | Evaluation Grid
Day 2
07 Service Maps: Frontstage & Backstage | 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
11 Prototyping Services | Methods: Evidencing | Rapid Experience Prototyping | Paper Prototyping
12 User Testing | Methods: Resonance Testing & Cognitive Walkthrough
13 Creating a Backlog | Methods: Creating A Mixed Backlog
14 Next Steps | Methods: Roadmapping
Queries
To learn more about our Service Design, UX and Design Thinking courses or to discuss a workshop please call (UK) +44 7972 905474 or request a call back (Network charges may apply depending upon you service provider)
