Understand the reasons why organisations struggle to be user focused and identify the blockers and barriers to user-centred design in your organisation

Learn to define ‘services’ and how to mitigate the confusion or conflict of moving to a service-led way of thinking in your organisation 

Understand the challenge of helping our organisation to see, understand and deliver services as your users see them

Learn how to identify the task you've been given by your organisation and how this might differ from what’s actually needed 

Learn how and when to safely challenge your brief using techniques from hypothesis-driven design to setting criteria for success 

Learn to prioritise and sign off outcomes at the start of a piece of work

Create a clear set of prioritised outcomes for your work to agree with your stakeholders

Understanding the importance of relationships to getting service design to scale in your organisation

Understand the needs of your stakeholders and how to tailor your work so that they feel confident in what you’re doing

Learn how to map your stakeholders and use this to shape the direction of your work

Identify the difficult decisions that might need to be made in your service 

Understand who can make decisions, and how and when those decisions get made

Learn about the different decision making models organisations use and how this affects the way you need to work

Identify the right forums and processes for the types of decisions you need to make in your service 

Understand the tools and techniques that will enable you to get buy-in with your stakeholders in the short, medium, and long term

Identify the right communication channels and tools to engage your stakeholders

Learn how to communicate in a language that will resonate with your stakeholders - in money, risk, or outcomes 

Understand and map the dangers to maintaining continued buy-in for you work

Learn how to create a governance framework that will maintain stakeholder engagement over time

Create a compelling comms plan and learn how to build ground-up momentum for your work

Learn to manage and communicate risk, blockers, and barriers to your stakeholders

Creating a long term plan for change where buy-in changes or is removed 

Techniques to rescue buy-in and manage work where you can't get buy-in

Understand your role in long term change

Learn when and how to let go, re-focus your efforts or purpose in difficult situations

Learn how to personally challenge situations

Identify where and you can find safety in your work