Understand what services are and the roles Service Designers play in organisations

Understand the definition of ‘a service’, what they are, how they work and how they get improved

Understand why we need to focus on services and what’s involved in creating a service focussed organisation

Define your service, where it starts, where it finishes and what it delivers

Understand how to manage shared ownership of services in complex, scaled organisations

Understand how to balance the conflict between user needs and organisational priorities

Assess how culturally ready your organisation is for change to service delivery

Map your organisations service delivery maturity and identify key problem areas

Understand the collective responsibility of service owners to deliver shared services in complex environments

Spot patterns in your organisations services and identify a target service delivery model

Introduction to Iterative ways of working 

Understand the process of agile, user-centred service delivery 

Understand how service design and delivery works at each agile phases of development from Discovery, Alpha, Beta and Live

Learn to define the problem that area of a discovery

Understand the importance of user research, and how user research happens in discovery

Understand the team roles involved in discovery and the outcomes they need to achieve

Plan, scope and create a timeline for your discovery

Learn how to balance the expectations of your organisation with the needs of your user

Learn how to manage stakeholder expectations during Discovery

Use the 15 principles of Good Service design to gauge how well your current service is working

Learn about why user research is fundamental to designing user-centred services

Learn the fundamentals of user research practice and methods for understanding user behaviours and service use

Understand the basics of ethical approaches to user research

Learn how to move from user needs to defined in Discovery Into testable hypotheses in Alpha

Learn how to develop and test hypothesis

Learn what’s involved in an alpha phase where services are prototyped

Understand different methods of prototyping and select the right one for your service

Learn how to narrow down your hypotheses after Alpha and prepare to test with users in Beta

Understand how to develop a minimum viable service 

Plan to develop your audience and scale your service gradually, selecting trial groups to work with 

Assess your organisational and technological capability to deliver change and plan a sustainable service

Understand who’s involved in Beta and what they do

Create a Beta delivery plan

Understand how to prepare your service to move from private testing to scaled use with live users

Learn how to measure the success of your service and create a reporting structure that will allow your stakeholders to understand the performance of your service

Create a service governance framework that allows your team the freedom to deliver

Create a plan for continuous improvement to your service 

Understand the different team requirements for Live, and how to build sustainable support for your service and it’s evolution 

Understand the legal responsibilities that will affect your service and create a plan to comply with them - from accessibility, ISOs to equalities standards or Information Society Services (ICOs) 

Understand the role of industry regulators, complaints and FOIs

Learn how to create and work with your own service standards

Understand the Language requirements of service delivery in both the public and private sector

Identify spot the areas of non-compliance and create a plan to deal with them

Understand and plan for the common causes of service failure

Create a sustainable customer support structure and learn how to test this from Discovery to live

Learn to create feedback loops in your customer support and incorporate these into continuous improvement 

Quantify the risk of failure in your service and create a plan to mitigate those risks 

Create an emergency and continuity plan for your service

Understand key concepts of financial service planning

Understand types of costs that affect your service - from overhead costs and opportunity cost to capital costs 

Identify financial problems in your service, opportunity areas and risks when meeting outcomes 

Calculate how much your service costs to run and calculate the cost of service failure

Quantitatively map user or societal outcomes 

Reviewing the costs and risks of your service to identify areas where a case for change can be created

Understanding the importance of relationships to getting service design to scale in your organisation

Understand the needs of your stakeholders and how to tailor your work so that they feel confident in what you’re doing

Learn how to map your stakeholders and use this to shape the direction of your work

Understand the tools and techniques that will enable you to get buy-in with your stakeholders in the short, medium, and long term

Identify the right communication channels and tools to engage your stakeholders

Learn how to communicate in a language that will resonate with your stakeholders - in money, risk, or outcomes 

Understand and map the dangers to maintaining continued buy-in for your work

Learn how to create a governance framework that will maintain stakeholder engagement over time

Create a compelling comms plan and learn how to build ground-up momentum for your work

Learn to manage and communicate risk, blockers, and barriers to your stakeholders

Creating a long term plan for change where buy-in changes or is removed 

Techniques to rescue buy-in and manage work where you can't get buy-in

Understand your role in long term change

Learn when and how to let go, re-focus your efforts or purpose in difficult situations

Learn how to personally challenge situations

Identify where and how you can find safety in your work