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Service Design For Universities: Workshop
Wed 9 December 2015, 10:30 – 16:30 GMT
Join us for a fast-paced, full-day workshop where you can learn new ways to design solutions to problems that impact your organisation.
Facilitated by leading figures in the areas of service and co-design: Sarah Drummond and Jean Mutton. This one day workshop will show you how to develop and deliver great services through a design-led approach.
Using design-thinking methods such as prototyping, blueprinting and customer journey mapping, you can get hands-on experience using a set of tools and techniques which have been shown to improve how universities can redesign their key services and processes used by their staff and students.
If you have ever said to yourself, ‘there must be a better way to do this', then this is the workshop for you.
Sarah is the Co-founder and Managing Director at Snook, a service design and innovation agency with studios in Glasgow and London. She focuses on making social change happen by re-thinking public services from a human perspective.
Sarah specialises in embedding service and co-design principles into organisations with the aim of co-creating working solutions with the users of these services.
Jean Mutton is the Director and Principal Consultant of Go Process Design Ltd, a design consultancy that brings together lean, service design, systems thinking and design thinking.
With a background in higher education academic administration and project management, Jean specialises in service improvement by focusing on the end-user experience in services.
10.30 - 10.50
Presentation: The Value of Service Design for Universities
Learnings: What service design is, the core ideas, principles and methods used
10.50 - 11.05
Introduction to the Design Brief
Learnings: The importance of an open design brief and how to construct one
11.05 - 11.45
Learnings: How to start from a student centered perspective, how to understand services from different points of view
11.45 - 12.45
Student Journey Mapping
Learnings: Understanding touchpoints and how we can design for experience, understanding how to identify ‘challenge stages’ or ongoing issues
12.45 - 1.00
Articulating the Challenge
Learnings: How to articulate a problem that needs to be solved
1.00 - 1.45
1.45 - 2.00
Refreshing the Design Brief
Learning: How to develop a focused design brief
2.00 - 2.30
Learning: How to design service experiences
2.30 - 3.15
Learning: How to bring form to ideas and develop them
3.15 - 4.00
Learnings: Understanding how to breakdown a service experience into key stages and experiences