Designing Good Services
Designing Good Services is a 1 day course that demystifies what makes a good service, helping you to identify problems with your service and develop the skills to build services that work
Who it’s for
This masterclass 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 how to ensure your service is accessible and inclusive.
This masterclass is suitable for people who are delivering a service, who are new to service design or doing it as part of another role, as well as those experienced service designers looking to take a fresh look at their practice
What you’ll learn
What makes a good service for users and why, using the 15 principles of good service design
How to make sure your service is findable, usable and meets your user’s needs
How to make sure your service is accessible and inclusive
How to identify problems with your service and plan strategic improvements to it
How it works
All classes are delivered live and online in small classes that are a mix of taught tuition, individual exercises, and group discussion.
Participants work on a service or case study of their own so all course takeaways are able to be put into action immediately
Course modules
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Understanding what users need and how they behave when using services
Defining services and the importance of taking a service-focussed approach
Learning the tools and techniques you need to identify good and bad services
Understanding the language of services and how to talk about them confidently
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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. Covering service naming, setting expectations and storytelling
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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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How to make sure that the structure of your organisation is set up to deliver good services, then how to make sure you’re incentivising your whole organisation to continue to support them through metrics and monitoring
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How to make sure that everyone who needs to use your service can use it, your service is free from dead ends, and no one is excluded from using 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 recover if things go wrong
Want to train your whole team?
We’ve helped 100s of organisations develop the service skills they need to deal with toughest environments. Whatever your challenge, we’re here to help your team fulfil their potential