Delivering Connected Services is a one-day course that will prepare you to create the conditions for connected services to flourish, lead user-centric service transformation, expand the scope of your impact and deliver complex, organisational-level change
Who it’s for
For practitioners and change leaders looking to create the conditions for transformative change and lead good service design and delivery at scale
What you’ll learn
In this one-day course, you’ll learn how to go beyond the intention of designing better public services to delivering them at scale in complex environments
Learn how to expand the scope of your impact, win buy-in for large-scale transformation and lead interest holders and teams to deliver complex, organisational-level change
You'll learn:
How to assess the user-centred maturity of your organisation and identify the key challenges and barriers to better service delivery
Identify key priorities for change and construct a realistic program of work that will develop your organisation's ability to deliver better services
Understand your current scope of influence, its limitations and areas where it can be expanded, creating a clear roadmap on how to do this within your current environment
Map your interest holder landscape, your organisation’s leadership style and communication needs, and put together an engagement and communication plan for your work
How to design governance, organisational structures and ways of working that enable better service ownership and delivery
How to apply the learnings of other organisations who have successfully become user-centred and apply these learnings and stories to your own work
Identify the difference between user-led change and more traditional organisational change approaches and learn how to realistically transition your organisation to a more user-centric method of change
Course Modules
Mapping your organisation’s level of user-centred maturity
Identify the key challenges and barriers to better service delivery. Learn from other organisational case-studies about the common pitfalls of large-scale user-centred transformation, what works and what doesn’t and how these apply to your organisation
Understanding and expanding your scope of influence
Reviewing your current sphere of influence, its limitations and areas where it can be expanded, creating a clear roadmap on how to do this within your current environment
Creating a vision for change and making the case for service design
Create a compelling vision for change and clearly articulate the value of a user-centric approach
Scaling and sustaining your work
Design governance, organisational structures, and ways of working that enable better service delivery
Create a plan for capability growth and organisational sustainability
Dealing with change and uncertainty
Understand key strategies to overcome the uncertainty surrounding big strategic change
Scaling beyond you
Identifying ways you can expand your work beyond you and your immediate team
Explore approaches from creating a change movement to building and leading teams and communities of practice
Looking after yourself and your team
Learn tools and techniques for self and team-care in service transformation
About your trainer
Lou Downe is the author of Good Services, the bestselling book on how to design services that work and the founding director of the School of Good Services
Lou is the former Director of Design for the UK Government where they founded the discipline of service design, growing a 2000 strong team of designers into one of the largest, and most influential design team’s in the UK - winning a Designs of the Year award and a D&AD lifetime achievement award.
Lou is a hugely experienced and engaging coach and speaker and delivers the majority of courses and coaching here at the school
How it works & what you get
This course will be delivered live in-person in Victoria (BC) from 09:30 - 5:00 PST (Timezone) with breaks throughout the day and 30 mins for lunch. After the course you’ll get access to the slides, a digital version of all of the tools used in the course and access to our global Good Services Discord community
Costs and purchasing
Tickets can be bought directly below. Prices will display in UK pounds and be converted by your bank into Canadian Dollars. A discount of 10% will be applied at checkout to the cost of one course if both courses are bought together
If you’d like to purchase multiple tickets or pay via invoice or bank transfer please get in touch on hello@good.services