Demystify what makes a good service and learn to quickly identify and solve problems in the design of your service for users, staff and your organisation
What you’ll learn
What are services and how do they work with products, systems and processes
What makes a good service that meets the needs of users, staff and your organisation
How to map the key stages of your service
How to identify problems with your service against the 15 principles of service design and plan strategic improvements to it
How to define and name your service ensuring that it is findable and understandable to your users and delivers its intended outcome
Understand the importance of the steps that happen before and after your interaction with a user or customer
Understand what makes an inclusive and accessible service
Who this course is for
This course is for anyone who wants to learn how to design (or redesign) services that work for users - covering everything from how to make sure your users can find your service, to ensuring your service is accessible and inclusive
It is suitable for people who are delivering a service, who are new to service design or designing services as part of another role, as well as those experienced user centred designers looking to take a fresh look at their practice through the lens of services
This course is suitable for:
Anyone who wants to learn how to design (or redesign) services that work for users using the 15 Principles of Good Service Design
People who run or manage services who want to know where to start in improving it
User centred design practitioners and advocates who wants to learn a framework to more easily identify problems with services
Senior leaders who want to take a more service-centric approach to their work
Anyone who works on products and is looking to think more holistically about services
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. They are 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 teams in the UK - winning a Designs of the Year award and a D&AD lifetime achievement award.
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“Lou was exceptional and I quickly learnt how to reimagine what I'm currently doing at work by simply extending my definition of 'service'. This led to my realising that we're doing things wrong but could quickly put them right by adopting this new definition and thinking about the challenge in a different way.”
Designer
Course content
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Defining services and how they are used by our users, staff and customers
Mapping who our users are, what they need from us and their journey through our service to uncover the difference between how they see our service, and how our organisation currently understands it. Understanding what issues we will encounter when we don't take a user-centric service approach to our work
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How to make sure your users can find your service and understand it when they get there without having to resort to support before their journey has begun.
How to find the perfect name for our service, set our users expectations and clearly explain what your service does, who it’s for and how it works
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How to make sure your users can use your service once they’ve found and understood it by designing for their expectations, having the right number of steps to your service and remaining consistent throughout
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Understand what barriers your users might experience when using your service and how to how to make sure that everyone who needs to use your service can use it
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How to make sure that your service can respond to changes in your user’s life, support your users when they’re in crisis, and support them if things go wrong
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How to make sure that the structure of your organisation is set up to deliver good services, then how to make sure you are incentivising your whole organisation to continue to support them through metrics and monitoring
How it works
All classes are delivered live and online in small interactive classes. Course participants have the opportunity to work on a service or case study of their own so learnings can be put into action immediately
This course is 8 hours in total and each module is made up a mixture of teaching from your trainer, individual work and group discussions
There are are regular breaks throughout the day and lunch is a 30 minute break in the middle of the day
Our course takes place on Zoom in English with live captioning enabled with Zoom’s speech to text auto-translation in the full range of languages supported by Zoom
The slides are available in advance for pre-reading
Courses are not recorded as we want to ensure people feel comfortable to share their case studies in the joint sessions. We do not allow AI meeting note takers as we we wish to protect the privacy of information shared by course participants
What you get
A one day live course with Lou Downe, author of Good Services, including access to a members area including the tutorial slides and course worksheet. Alongside this you will get:
Access to our Good Services discord community
A 10% shop discount on products
A certificate of completion
