Scaling Good Services
Scaling Good Services is a 2-day course that gives you the tools and techniques to scale service design in your organisation. You'll learn strategies for getting service design to be taken seriously at a senior level and develop the tools and techniques that will help you to help your organisation deliver good services at scale
Who it’s for
For designers or leaders looking to help their organisations deliver better services at scale or expand the impact of user-centred design in their organisation
What you’ll learn
How to analyse the financial failures of a service and put together a business case for change
How to build a team and working design practice at scale
How to involve and influence senior leadership to take design seriously
How to scale design to the whole of your organisation
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 choice so all course takeaways are able to be put into action immediately
Course modules
Day one
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Understanding what service transformation looks like, what’s involved and preparing ourselves for the challenge ahead
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Understanding what users need from our service
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Understanding our stakeholders, their needs and what information we need to gather to convince them of the change we need to make
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Understanding in detail the issues with our current service and putting together a case for change
Day two
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Looking in detail at the causes for bad service design in our organisation, from our business model and motivations to our organisational structure
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Learning where to start when proposing a programme of service improvements. Tools and techniques for effective prioritisation
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Crafting our narrative into something our stakeholders will understand using tools and techniques for effective pitching
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Tools and techniques for self-care in service transformation
Public dates
Live public courses are available twice a year
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