Armed with heuristics and research from Google Sprints, Coopers Design Blueprint Training, Behavioral Economics, Vijay Kumar’s 101 Design Methods, The Service Design Playbook out of British Columbia, and most books published on the matter I also leverage 20 years of diverse industry vertical experience into my training.
Why have your teams learn Service Design?
To save money and increase customer experience long term
Buy less problem solving from external entities
Work with less bias and assumption
Quickly find low cost / high value changes your team CAN make
Increase user empathy and team collaboration
Who should learn Service Design?
Anyone with customers
Product Owners, Designers, User Experience, Information Architects
Agile teams, Scrum Masters, Developers, Product Owners
Customer Service, Account Reps, Agents, Managers, Recruiters
Corporate teams (Marketing, Product, Customer Service)
Healthcare teams (patient experience)
What do you get out of it?
Quick prioritized solutions and/or validations for your team to execute on
Increased team confidence in solving their own problems
Your team learns a universal process aimed at streamlined ideation and improved team collaboration
Increased user empathy and more granular awareness of customer needs
How to vet and remove assumptions and biases from your work
Decreased spending on identifying innovative opportunity and solving for pain points
What sets my training apart from other trainers, books or free online tools?
The #1 thing that sets my training apart is in the translation from the methodologies into your own daily work needs. For example: I don’t make teams solve for the Airline industry (unless they are actually one of my airline clients). The chances are good I have personally worked in the industry your team does. This means as we learn the processes, I am there to guide on the subtle nuances that each scope and industry tend to have. When people get stuck applying service design to their work I walk them through how to get there.
Most teams that are taught service design through generic examples (such as air travel) end up less than confidant to directly apply what they learned to their own work. As an educator and mentor, I work hard to ensure teams leave my sessions confident to skillfully apply AND innovate on what they’ve learned.
How long does it take?
Although I have refined service design methods down to mere hours for several of my corporate clients, teaching it and making sure your team is grasping and understanding the process usually takes a full day or two. I break my services down into 3 packages:
FULL DAY Service Design (101) Training
$1,200 + $200/person *plus travel
Intro to service design
Markets, Trends, Sources
Outcomes, Case Studies
Team Exercise (biases)
Preparing the Session
Scoping the Journey
Service Design Session in 4 phases
HALF DAY Service Design Session
600 + $100/person *plus travel
Preparing the session
Scoping the journey
Service design session in 4 phases
(less of a training, more of a facilitation) Prerequisite, Service Design 101
TWO DAY Immersive Corporate Service Design Training (ask for quote)
Tailored to your team and industry
E.g. agile teams, dev teams, UX teams, diverse teams
Your teams will work on actual customer journeys derived during the session or prepared by your organizations leaders
A larger set of heuristics will be used and taught, as I have found certain industries benefit by adding and changing a few of the practices