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.   

AssistKD’s Introduction to Service Design workshop provides a practical introduction to this exciting new field. This human-centred, iterative approach incorporates design thinking, customer experience analysis and business service design.

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 

To give you further details about what you’ll learn and how the course will help you, here’s a quick guide to the day.  

9:00 am to 5:00 pm  

• Introduction to Service Design
• Introduction to Design Thinking
• Design Thinking Fundamentals
• Introduction to Service Design Techniques  

A printed copy of the course manual will be sent to your home address in good time for the start of your course. Our delegates tell us that having access to a physical document is beneficial as both a reference document and for taking notes during the course. In addition, a link will be emailed to you to enable you to access an electronic copy of the same manual for convenient future reference. 

No.

Course Content

Introduction to Service Design (a one-day workshop)  

 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)