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
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)
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.
