Applied Service Design

This course is currently undergoing revision and will return later in 2022. Please check back soon for new dates and information.

In this three-day immersive workshop you will be experiencing the power of service design and how to view your organisation through the lens of its people. We will take you on a journey of how to combine the outside in view of customers (design thinking) with the inside out view of the organisation (architectural thinking). With this in-depth, surface-to-core understanding, you will learn to create meaningful value and genuine relationships with both stakeholders and customers.

This course is a must for those who want to see the big picture and how to innovate within the bounds of their organisation. You will step into the shoes of a 'designer' facing a design challenge and ask and explore: “How do I research a problem statement and frame it from the eyes of my customer?” and “How do I empathise and find the true insights, both quantitative and qualitative, and most importantly, will this service provide real value for both the customer and the organisation?”

You will also step into the shoes of the architect using the "Where are we?", "Where do we want to be?" and "How do we get there?" principles. By rapid prototyping and validating you will quickly learn how to test your ideas before investing and using the lean principles of 'pursue, perish or pivot'.

At the end of the course you will be well equipped on how to apply service design tools and techniques, and how they can be applied within your organisational context.

Please note: This course is currently available only as a virtual class. You will need a laptop/tablet with internet connectivity to join the virtual classroom and view the electronic course materials. Course materials will be provided to you in a digital format prior to the course commencing.