Overview

The workshop takes you stage by stage through a service design project. As well as hands-on experiences using specific tools and techniques we walk through the theory and explore different real-world case studies before reinforcing our learning through structured reflection.You'll leave with a toolkit of methods and techniques which you can apply in your workplace and a fresh approach for defining and tackling challenges.Some of the tools and techniques covered:

• Understanding customer needs
• Journey Mapping
• Deconstructing Experiences
• Creating Service Prototypes
• Service Blueprinting

Value of a Service Design approach

Service Design is a human-centered approach to the design and development of products and services. In addition to placing users at the centre of the process, it's highly collaborative, it takes a holistic view across any experience, integrates human, physical and digital interactions and aligns customer facing touchpoints with backstage operational functions.In addition to creating new services, a service design approach can be used to:

• Better understand and assess your current provision through the eyes of your customer experience, what’s working, not working, what’s adding value or not.
• Evaluate the effectiveness your own internal processes and systems, where are your efforts adding value and where aren’t they?
• Identify territories and opportunities to create new (or evolve existing) products, services or experiences, creating new value for our customers, strengthening existing relationships.
• To align your organisation around one view of the customer and make better strategic decisions.

Workshop Principles

These are fundamental workshop characteristics and values which drive our structure, activities and delivery:

Learner-centered

Our workshops are underpinned by a learner-centered approach. Participants learning intentions are defined, captured and reflected upon through the two days.

Learn by Making

We’re very hands-on, creative and experimental! We believe with design you have to experience it to learn it, through active doing and making.

Collaboration

We believe in effective collaboration and being able to bring multiple perspectives to tackle any design challenge.

Real-world relevance

We build learning experiences around real-world exemplars & activities so what is learnt is immediately relevant & actionable.

Who is it for?

This program is ideal for professionals from any industry who are tasked with problem solving and are looking for new approaches to finding solutions. No prior knowledge is required to do this course but some awareness or exposure to the approach is preferable.

Facilitator

This course is facilitated by Richard Shed. Richard is a design lead with over 18 years of experience in the fields of product, service and interaction design across both Europe and New Zealand. Richard currently works with Thoughtfull Design Auckland where he has led a number of strategic design and innovation projects for Xero, Fonterra, Air New Zealand and Ngai Tahu Tourism. Richard has previously taught design at St Martins and Kingston Universities in London, at CCID in Copenhagen and the Interaction Design Institute in beautiful Ivrea, Italy.www.richardshed.comwww.thoughtfulldesign.com