Service Design Training & Workshops

Introduction to Service Design

Service design is a holistic approach to designing services that ensures they are user-friendly, effective, and relevant. It is about understanding the needs of service users and creating efficient and effective approaches that deliver these services. For non-governmental organisations (NGOs), not-for-profits, social enterprises, and charities, service design is particularly crucial because it can lead to more impactful results, better use of resources, and can significantly improve the experiences of those who rely on these services.


Reimagining, enhancing and improving your service

Service design provides a framework for organisations to think creatively and with a user-focus to develop services that truly meet the needs of their customers or end-users. By focusing on the end-to-end experience of service delivery, from initial contact to the final outcome, service design helps ensure that every touchpoint is thought through and designed for maximum impact.

It’s not just about the services themselves, but also about how these services are delivered. Service design helps organisations to streamline their processes, reduce inefficiencies, and ensure that they are as effective as possible. In a sector where funding is often limited, being able to prove that resources are being used in the most impactful way is essential. Service design enables NGOs, not-for-profits, social enterprises, and charities to do just that, ensuring that they are providing the best possible service to those they aim to help.

Session focus

A practical, engaging introduction to service design

Our Introduction to Service Design workshop is designed to give participants a comprehensive overview of the principles and practices of service design. This workshop is all about equipping you with the knowledge and skills to improve service delivery within your organisation. We focus on practical, actionable insights that can be applied immediately to make a real difference in the way you operate.

Throughout the day, we concentrate on the core aspects of service design, including understanding user needs, mapping service experiences, prototyping new services, and iterative development. We’ll introduce you to design thinking, a problem-solving approach that is central to service design, and show you how it can be used to foster innovation and creativity in service delivery.

The workshop is interactive and hands-on. We believe that the best way to learn is by doing, so we’ll be engaging in a variety of activities that will challenge you to think differently and apply what you’ve learned. By the end of the day, you’ll have a solid foundation in service design and a clear understanding of how to begin applying it within your organisation.

Target audience

For anyone looking to improve the service they deliver to end-users

This workshop is ideally suited for a range of professionals from different backgrounds who are involved in service delivery within their organisations. Here’s a list of audiences who would particularly benefit from our Introduction to Service Design workshop:

  1. Leaders and Managers of NGOs, not-for-profits, and social enterprises who are responsible for strategy and service delivery.
  2. Designers and Strategists who want to apply their skills to create more impactful services.
  3. Operations and Service Delivery Staff who are on the front lines of delivering services and want to improve their processes.
  4. Marketing and Communications Professionals who need to understand how service design can enhance customer and user experiences.
  5. Fundraisers and Development Staff who are looking to demonstrate the effectiveness of their organisation’s service delivery to potential funders.
  6. Policy Makers and Advisors who shape the services provided to the public and need to understand how design thinking can lead to better outcomes.
  7. Volunteers and Board Members who contribute to the strategy and direction of their organisations and wish to adopt a user-centred approach to service design.

No matter your role, if you’re involved in creating or delivering services in the third sector, this workshop will provide you with valuable insights and tools to enhance your work.

Learning Objectives

Actionable tools and frameworks to start applying to your service straight away

During our workshop, we have tailored the learning experience around five key objectives:

  1. Understand the Fundamentals of Service Design: We will introduce you to the basic concepts and language of service design, ensuring you have a solid foundation to build upon.
  2. Learn the Design Thinking Process: You’ll gain an understanding of design thinking as a problem-solving approach and discover how it can be applied to service design.
  3. Develop User-centred Design Skills: We’ll focus on the importance of understanding and incorporating user needs into the design of your services.
  4. Practice Service Prototyping: You’ll learn how to prototype services quickly and effectively, enabling you to test and refine ideas before full implementation.
  5. Explore Ways to Implement Service Design in Your Organisation: We’ll discuss practical steps for applying service design principles in your work and how to persuade others in your organisation of its value.

These objectives have been set to ensure that by the end of the workshop, you’ll be equipped with both the knowledge and the confidence to start using service design in your day-to-day activities.

Workshop Content

A comprehensive introduction to service design

Introduction to Service Design and Design Thinking

  • Understanding Service Design: We’ll start by defining service design and exploring its importance in creating impactful services.
  • The Service Design Process: An overview of the service design process, from research to implementation.
  • Introduction to Design Thinking: We’ll delve into the five stages of the design thinking process: Empathise, Define, Ideate, Prototype, and Test.

User-Centred Design and Prototyping

  • User Research Methods: We’ll discuss various methods for gathering user insights and how to empathise with the users of your service.
  • Ideation Techniques: You’ll learn techniques for generating innovative ideas and how to turn these ideas into actionable service concepts.
  • Prototyping Services: We’ll get hands-on with prototyping, allowing you to create rough versions of services to test and refine.

AImplementing Service Design and Making Impact

  • Service Blueprints and Journey Mapping: Learn how these tools can help visualise and design the service experience.
  • Implementing and Measuring Impact: We’ll discuss how to bring your service design concepts to life and measure their effectiveness.
  • Scaling and Sustaining Service Design: Strategies for embedding service design in your organisation for long-term success.

Each session will be interspersed with practical exercises, group discussions, and opportunities for reflection, ensuring that the day is as engaging as it is informative.

Learning outcomes

Start exploring ways to improve and reimagine your service

By participating in our workshop, you can expect to achieve the following outcomes:

  1. A clear understanding of what service design is and why it is beneficial for service-oriented organisations.
  2. Knowledge of the design thinking process and how to apply it to create better services.
  3. Skills in user research and the ability to integrate user needs into service development.
  4. Experience in prototyping and testing service concepts in a low-risk environment.
  5. Practical steps to start implementing service design in your organisation, including how to communicate its value to stakeholders.

These outcomes will empower you to make immediate improvements to your service delivery and to initiate longer-term changes within your organisation.

Practical applications from the session

Service design thinking – applied to real challenges

After completing our workshop, participants will be able to:

  1. Redesign Existing Services: Use service design methodologies to review and improve existing services, making them more user-friendly and efficient.
  2. Develop New Services: Apply the design thinking process to develop innovative new services that better meet the needs of your users.
  3. Enhance Team Collaboration: Utilise service design tools to facilitate better collaboration within your team, leading to a more cohesive approach to service development.
  4. Increase User Satisfaction: Implement user-centred design practices to ensure that the services you provide lead to higher satisfaction and better outcomes for users.
  5. Communicate the Value of Services: Use service design techniques to better communicate the value of your services to stakeholders, including funders and potential users.

Each of these examples represents a practical application of the skills and knowledge gained from the workshop, helping to create a tangible impact in your organisation.

Our approach

Engaging, thought-provoking and actionable sessions

Our training approach is centred around engagement, interaction, and practical application. We use a blend of action learning methods, which means you’ll be working on real issues and developing real solutions during the workshop. Our coaching philosophy ensures that you are supported throughout the learning process, encouraging you to think critically and reflect on your own experiences.

We believe in fostering an environment of thought-provoking discussion, where everyone’s opinions and ideas are valued. This collaborative atmosphere helps to draw out the collective wisdom of the group, leading to deeper insights and more innovative solutions. We also stay abreast of the best practice approaches to training, ensuring that the methods we use are not only effective but also enjoyable.

Our goal is to leave you feeling energized and inspired, with a wealth of new ideas and the tools to implement them. We want you to return to your organisations ready to make a real difference in the way you design and deliver services.

Our Introduction to Service Design workshop is a comprehensive, engaging, and practical way to learn about this vital discipline. Whether you’re looking to improve existing services, develop new ones, or simply want to bring a more user-centred approach to your work, this workshop has something for you.

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