SERVICE DESIGN

Acquire the fundamental tools and mindset of a service designer in this four-day intensive hands-on workshop.
 
What is Service Design?
Services are made up of many touch points: printed materials, websites, face-to-face contact, physical objects, and more. Designing a service is a complicated task. In this weeklong workshop, we aim to provide participants with the necessary skills to understand user needs, produce great service ideas, communicate these ideas effectively, and prototype aspects of this service with real users.
 
What will you learn?
Key tools of service design, including journey maps, service blueprints, and experience prototyping
How to facilitate stakeholder engagement and co-creation
How to develop a perspective on what service design means to you and ways that you can incorporate the methods into your work
 
How will you learn it?
Over the course of the week, participants will work in small teams to design and prototype a service. Teams will learn to understand and map systems, co-create with customers and stakeholders, prototype the experience, and experiment with storytelling to communicate their new service. A large focus will be on the service designer’s role in facilitating input from many stakeholders — from the executive to the sales associate — in creating a service.
 
We will work on the streets using various methods to explore user insights. We will learn how to generate ideas and run an ideation session, turn our user journeys into experience prototypes, test these with users, and present the output to the class. The skills you learn will be transferable across different sectors and scales of service. Expect a hands-on week with lots of collaboration, experimentation, and results that are sure to be innovative and surprising.
 
Is this for you?
Yes, if you wish to immerse yourself in the system-thinking mindset of a service designer and gain the ability to look at a service both as an overall experience as well as a series of moments to be designed.
Be prepared to go out and speak to strangers. You do not need to have any prior knowledge of design.
 
What do you need to bring to the workshop?
A computer
A notebook and pen
 
Your Instructors
 
Roberta Tassi
World-renowned service design pioneer, keen on approaching complexity with a human lens. Creator of servicedesigntools.org and founder of oblo, her work is grounded on an extensive experience conducting research and service design programs across various geographies and industries.
 
Former Head of Service Design at Digital Transformation Team (Italian Government) and Principal Designer at frog; author of #ServiceDesigner, a book on the profession and skills of service designers (available only in Italian).
 
Yulya Besplemennova
I am product-service system designer and researcher. My most specific area of interest and expertise is the development of emerging technologies and complex systems that they enable in connection to the urban services and spaces, societies and ecosystems. I have been working to improve digital services both with private clients and the public sector.
Besides that I do research, write and talk about the systemic and planetary consequences of the ways in which we design and use technologies and services. 
 
I have a passion for advancement of design methods which brings me to a constant experimentation with tools and teaching and training different audiences to try new approaches.