Learn service design

Most people come to our courses knowing a great deal about their organisation: what it does, how it works and where things get stuck. They often lack the tools to understand how this affects their customers. Internal structures, silos and politics can make even improvements everyone agrees on difficult to put into practice.

We ask people to investigate things they may have stopped questioning. Why does the customer contact us at this point? What are they trying to achieve? What happens before they arrive and after we consider our job finished? The answers often change how participants understand their organisation’s role and their own.

Our courses draw on our work as service designers. We bring real-life examples, methods and experience; participants bring their own challenges. Working on something real gives the programme a purpose beyond learning terminology. Participants explore questions with customers and colleagues between sessions, which is where much of the learning happens.

Making sense of insights is only part of the work. Our courses help people develop solutions far enough to judge whether they are worth pursuing. What would improve for the customer? What would we have to do differently? Who needs to be involved? What will it cost, and how could we try it on a small scale?

These questions connect customer experience with the realities of running an organisation. Time and resources are limited. Responsibilities are shared. A promising idea may depend on another team. Working with these conditions is as much a part of service design as interviewing customers or developing a prototype.

Designed to fit your organisation’s needs

We adapt the format to the participants and the organisational challenge. A short workshop can introduce a different perspective and inspire a team to examine a specific problem. A longer programme allows time for research, experimentation and reflection, including discussion of what happened when participants applied the methods.

If you’re unsure where to start, may we suggest an inspirational lecture? It will help you understand what service design is and what it can mean for your organisation. We promise it will be both entertaining and enlightening.

If you’re already convinced, let’s sit down and design a course that fits your organisation’s needs and helps you put customer understanding into practice.