Going Backstage and Behind the Scenes to Design Successful Services
A Public Sector Event
Early-bird Tickets end: May 22, 2023
Registration deadline
A course by Service Design Academy
With Katie Murrie and Kim Anderson
GENERAL INFO
Dates: June 22, 2023
Hours: 15:00 - 18:30 BST (UTC+1)
Convert this to your local timezone
Language:
English
Course level:
Basic
Location: Zoom
Platform details will be shared with course registrants prior to course
MEET THE TRAINER
Service Design Academy
SDN Acc. Organisation
Katie Murrie
SDN Acc. Master
Kim Anderson
SDN Acc. Master
Illustration by Megan Miller and Erik Flowers - Practical by Design
What to expect?
Customer Experience is only one part of service design. How do we transform business processes effectively by focussing on the employee?
Effective digital products are designed as services with customers’ experiences and needs at the heart. This means that we tend to focus on the impact they make from the perspective of external users. But in doing this, we have lost sight of two critical elements – “backstage” and “behind the scenes”. Service design gives the opportunity to make an impact in all three places. That’s why it’s helpful to think of staff delivering services as customers of your organisation and services too.
Course learning objectives:
You will learn from the SDA consultants design experiences and industry stories:
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How service design makes impact not only with customer experience, or with frontline staff but backstage and behind the scenes
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When designing services why you should think about the people and the processes that support the frontline
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What are the things that the organisation must do to make both the front and backstage possible. These include culture, employee engagement, policies, budgets
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Why we need to think about the right conditions, the processes and structures in in the organisation to make effective transformation
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What Service Design can do to support creating the right conditions
COURSE OUTLINE
1. Introduction
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Introduction to Service Design Academy
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Service Design Network - our partnership
2. Introductory Exercise
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Decision Making and Bias : Breaking Down Assumptions
3. Setting the Scene
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Service Design in the Public Sector
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The Scottish Approach to Service Design
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Case Studies from Scotland
4. Service Design Introduction
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The Design Process
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Growth Mindset
5. Backstage and Behind the Scenes
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How Service Blueprints are used to design and deliver a better service experience
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The difference between a journey map and service blueprint
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What is People Experience?
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Is People Experience just Customer Experience for your staff
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People Experience Case Studies
6. Backstage Service Design
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Case Studies from Service Design Academy customer programmes
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Implementation
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Measuring Success
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Reflective Exercise: Utility Belt
Illustration by Megan Miller and Erik Flowers - Practical by Design
Who is this course for?
Public Sector Employees involved in:
Service Transformation, Digital Transformation, Change Management, Innovation
Head of Service, Service Director, Change Managers, Service Managers, Frontline Staff, Human Resources, Organisational Design, Business Analyst, User Researcher, Programme Manager , Project Manager, Service Owner
Politicians, Policy Makers
And anyone else interested in the topic!
Course prerequisites:
No knowledge of service design is required, this course has been designed for Public Sector/Services or third sector employees
Financial Inclusion
We as the SDN support financial inclusion as part of our DEI mission (Diversity, Equity and Inclusion), based on the world bank clusters. So, if you think you are eligible – please contact us at academy@service-design-network.org!
High income
Full training fee
Upper middle
income
Receive 25% discount
on the training fee
Lower middle
income
Receive 50% discount
on the training fee
Low income
Receive 75% discount
on the training fee