Effective services include many touchpoints: printed materials, websites, face-to-face contact, physical objects, and more. Designing a service that seamlessly combines these touchpoints is a complicated task. In this weeklong workshop, participants will learn the skills necessary to design an end-to-end service experience, based on real-world consumer insights.

Prerequisites

No prior design knowledge is needed. Participants should be comfortable speaking with strangers as part of the research process.

How you’ll learn

Expect a hands-on week with lots of collaboration, experimentation, and results that are sure to be innovative and surprising. Over the course of the week, participants will work in small teams to design and prototype a service. Working together, teams will map service systems, co-create with customers and stakeholders, prototype service experiences, and experiment with storytelling to communicate their new service. 

A series of guided exercises will introduce participants to user research techniques, research analysis and insight development, and service ideation. Participants will be tasked with turning their service ideas into real working prototypes, which they’ll use to test out their concepts with real users, refine and expand those concepts. Finally, all participants will present the results of their project to the class, resulting in communication skills that are transferable to almost any industry that involves user interaction.

What you’ll learn

• Key tools of service design, including journey maps, service blueprints, and experience prototypes
• How to conduct user research, draw insights from your findings, and use these to discover great service ideas
• How to facilitate stakeholder engagement and co-creation, and communicate ideas with them effectively
• Ways of incorporating your own service design perspective and methods into your everyday work.

What to bring

• Notebook and pens
• Laptop Computer