I’ve spent the last decade working as a product and service designer in the tech industry, applying an emphasis on human-centered research and evaluation, systems thinking, end-to-end customer experience strategy, and cross-functional collaboration. During this time, I’ve helped product organizations adopt service design methodology to assist them in delivering more consistent experiences across touchpoints. I’ve also hired, managed, and mentored teams of individual contributors, delivered presentations and workshops for large groups at conferences and internal events, and devised new frameworks and metrics to help organizations adopt service design at scale.
In this introductory 90-minute workshop, you’ll have a chance to sit back and learn a little about the fundamentals of service design—what is service design (definition, lifecycle, process, methods, tools); what does it take to be a service designer; how to build a service design capability; and some critical jargon to get you started. Next, you’ll roll up your sleeves to work through a real service experience challenge as a group using two worksheets: problem framing and service blueprinting. The first worksheet helps you frame the service and reflect on user motivations, constraints, requirements, and success indicators. The second worksheet helps you sequence the various stages, actors, actions, and touchpoints of the service experience from beginning to end, front to back, and across all channels. Lastly, we’ll discuss what’s next—how to leverage this process to drive real impact and how to measure it along the way, learning and iterating as you go. Get energized during group work time with a mix of obscure and recognizable tunes while we walk around the room to field questions and help teams get unstuck.