Service Design for the Real World: A Practical Introduction

The importance of creating a shared understanding and starting point for a Service Design project.

A brief introduction to qualitative research and how to best leverage it.

Key considerations for designing and planning qualitative research activities for a Service Design project including, setting research objectives, recruiting research participants, and deciding what types of research tools and activities to use.

A basic introduction to synthesizing the data and information collected through research.

An overview of how to write an actionable insight based on your synthesized research findings and data, including an introduction to the "How might we" statement.

We answer commonly asked questions.

An introductory overview what ideation is.

A basic introduction to cognitive biases and system 1 and system 2 thinking--cognitive processes, which can impact how we come up with new ideas.

An overview of how we can structure ideation in order to generate more and better ideas.

Tips and considerations for how to plan an effective ideation session with a group of participants.

Practical tips for facilitating a group of participants during an ideation session.

A review of three basic frameworks for converging on a selection of priority ideas or concepts following an ideation session.

We answer commonly asked questions.

An overview and basic definition of prototyping.

A breakdown of why prototyping is a critical step in any Service Design project.

A few examples of the different kinds of interactions or touchpoints that can be prototyped.

A review of some of the most common and popular prototyping techniques.

An introduction to both qualitative and quantitative testing and hypothesis-based designs.

We answer commonly asked questions.

A breakdown of what trust is and how to build it with your stakeholders.

A useful tool and activity for better understanding your stakeholders' behaviours and needs.

An overview of four common stakeholder personas that we regularly encounter and how to best deal with each one.

We answer commonly asked questions.

An overview of the role of mapping in a Service Design project.

A breakdown of what a Journey Map is and when to use it.

A step-by-step walkthrough of how to build a journey map and its key elements.

A breakdown of what a Service Blueprint is and when to use it.

Some considerations and advice about when to use what kind of map.

We answer commonly asked questions.

An overview of the elements that comprise a business model and why it is important to Service Design.

Introduction to a very useful and easy-to-use tool for framing a business model.

A step-by-step walkthrough of how to use the Business Model Canvas.

We answer commonly asked questions.

An overview of the 5 "core" skills you'll need as a Service Designer.

A deep dive into other more specialized skills that a Service Design uses.

A description of the many organizations that employ Service Designers and the formal titles they hold.

An overview of how to tell your story and build a compelling portfolio.

We answer commonly asked questions.

Build a (fake) research plan in real time.

Some helpful advice on landing that first job.

Map and unpack some (fake) stakeholders in real-time.

An example of an ideation warm-up activity.

An example of an ideation structure with some common tools.

A real-time walkthrough of how to build a Business Model Canvas.