Service Design Leadership
Service Design Leadership is an intensive masterclass that will prepare you to lead user-centric service design in any environment
In this two-day masterclass split over two weeks, you’ll learn how to expand the scope of your impact, win buy-in for large-scale transformation and lead stakeholders and teams to deliver complex, organisational-level change
Who it’s for
For designers, user-centred practitioners and change-makers looking to create the conditions for transformative change and lead good service design and delivery at scale
What 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 stakeholder 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 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
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
This course is taught over a 2 week period, with an immersive 1 day class each week
Course modules
Day 1.
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Map your organisation’s level of user-centred maturity and 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
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Assess how well your organisation is currently delivering its objectives and how those objectives work within a wider context of system change.
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Reflect on the opportunities and need for radical change in your organisation, from small-scale improvement to radical and innovative change
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Review your organisation's current priorities and direction, it’s objectives and capacity.
Identify key opportunities for new service development, improvement and change
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Reviewing your current sphere of its limitations and areas where it can be expanded, creating a clear roadmap on how to do this within your current environment
Day 2.
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Identifying ways you can expand your work beyond you and your immediate team.
Creating a change movement, building and leading teams and communities of practice.
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Learn how to construct a realistic program of work that will develop your organisation's ability to deliver better services.
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Understand our organisation’s leadership style and communication needs, and put together an engagement and communication plan for your work
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Design governance, organisational structures and ways of working that enable better service delivery, create a plan for capability growth and organisational sustainability
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Understand key strategies to overcome the uncertainty surrounding big strategic change
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Learn tools and techniques for self and team-care in service transformation
Public dates
Live public courses are available throughout the 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