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 

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) 

How do AssistKD’s virtual workshops work?

AssistKD’s virtual workshops are conducted live and online in a ‘virtual’ classroom space via Microsoft Teams. 
On the day of the workshop, we ask delegates to log on in time for a 9am start. The workshop ends at 4.30pm. An hour is ring-fenced for lunch, but timings can vary.

Designed to be interactive, responsive and engaging, our virtual (live) courses are led by trainers who are experts in their fields, with real-life industry experience.

The benefit of the virtual classroom is that delegates enjoy all the benefits of ‘in-real-time' training, but with no travel requirements or overnight stays.

Regular comfort breaks, team exercises and break-out sessions keep delegates focused and reinforce learning.

Can you attend virtual workshops from outside the UK?

Yes, however you will be issued with a digital workshop manual in advance of the workshop, not a printed manual.

When will I receive my joining instructions?

You will receive joining instructions two weeks before the start of your workshop. One week before the workshop you will receive detailed instructions on how to log on.

I am concerned about logging on, is there support available?

If you have concerns about logging on and your technology, it is best to address these prior to the day of the workshop. We can offer you a test call at a time that suits you. To request this please contact support@assistkd.com

I have additional needs, can they be accommodated?

Please provide us with full details of any additional needs in advance of the workshop so that we can work with you to accommodate them. Please contact enquiries@assistkd.com

When will I receive my workshop manual?

You will receive your workshop manual, in both printed and digital form, 1-2 weeks before the start of your workshop.

Can you accommodate a last-minute booking?

Yes, provided there is availability.

What happens if I need to reschedule, do I have to pay twice?

If you need to reschedule, to avoid a cancellation fee please give 10 working days’ notice by contacting enquiries@assistkd.com.

Do you offer workshops over the weekend?

Our virtual (live) classroom and face-to-face classroom workshops run from Monday to Friday only.