Online live course:

The Strategic Role of Service Design in Organisations - A two part course

SDN Academy Online (5-6 Aug 2020)


5-6 Aug 2020
12:00 - 14:00 

(Atlanta, United States)

Convert this to your local timezone


SDN Academy Online

Platform details will be shared with course registrants prior to course



Early Bird until July 12

€ 192,-

SDN Member:

€ 200,-

Public price:

€ 220,-

Course language:


Learn how service design empower organisations to deliver meaningful strategic value in this SDN Academy Masterclass.

What to expect?


Today, more than ever, the role of design is shaping human needs as we deliver new service models to improve human lives. As design professionals we continue to experiment with new ways to provide solutions for complex problems. During this two-part course, we will learn about the role of service design in organisations today, share insights on how to identify design challenges from an inside and outside-in perspective and, ultimately turn these insights into actions by closing gaps between people, process, policies, platforms.

Registration deadline: 3 Aug 2020

Re-watch the Live Q&A Session with Carol Massá: 

All trainers are SDN accredited and

considered to be experts in the field

SDN Academy courses advance your professional development with new insights and tools

Successful completion of courses is recognised with a certificate from the SDN Academy

What are the takeaways from this training?

  • Share insights on main organisational challenges when switching from operational models to human-centric models

  • Provide a framework on how the multiple roles service design can have in an organisation setting

  • Illustrate how service design acts as an strategic connector between departments in corporate and consultancy settings

  • Empower participants to become cultural change agents in their organisations

Who is this course for?

Service Designers; UX Designers; Design Researchers; Experience Designers; Experience Strategists

Session one - lecture based:
  • How to deconstruct a service and what does that mean to service design?

  • Current-state assessment of the design field

  • Organisations as living systems (including organisation dynamics and settings)

  • What are the multiple roles service design can have in organisations

  • Design-centric framework

Session two - activity based:
  • Participants will identify what role service design has in their organisations (format: ecosystem mapping)

  • Participants will ideate on how to help their organisations become design lead (format: ideation activity)

  • Participants will start to plan on how to operationalise service design in their organisations (format: high-level blueprint exercise)



Carol Massa

Service Designer at Harmonic Design

This is just one of a range of courses offered by the SDN Academy

Interested in what else we offer?