Service Design Fundamentals Workshop on deck for 2023

A new service design workshop is on deck for this year’s CanUX.

 Workshop W2: Modern Service Design Fundamentals
} Nov 1, 2023   1:00pm – 5:00pm

Service Design is an interdisciplinary approach that can dramatically improve productivity and quality, while continuously helping an organization remain competitive. At its core, service design is about treating experiences as a series of designed touchpoints. However, being able to recognize and visualize how a person interacts with with those touchpoints in order to achieve a goal is only the beginning.

Understanding services beyond their transactional nature as relational constructs within overarching service ecosystems is a fundamental aspect of modern service design. As such, service design deliverables often include time-based visualizations that bring narratives and stories to life in accessible, learnable and easy to understand formats.

What topics will be covered?

• Core concepts of modern service design and how it differs from traditional product design
• The main phases of service design initiatives
• The most common types of services
• Service ecosystems

Throughout the workshop, a combination of presentation, discussion, and individual and group hands on work will be used to discuss key aspects of service creation

Any requirements for attending?

The material is best suited for intermediate to junior to intermediate service designers, product managers and business leadership looking to add new techniques derived from service design to their method toolbox. The workshop assumes some prior exposure to visual design thinking and a basic understanding of classic service design methods, though neither of those is a prerequisite.

Workshop Outline (excluding individual and group exercises):

1. Recognizing service as a journey and identify the key moments in it
2. Defining ‘Service Design’
3. Product experience vs service experience
4. Scaling design from features and products to services and service ecosystems
5. The types of ‘thinking’ involved in service design
6. Common service types
   • Transactional services
   • Relational services
7. Service staging: front stage vs back stage
8. What an actual Service Design process looks like and how to use it to create great service experiences
   • Cultural prerequisites
   • Solving the right problem: Service design research
     • Ethnography
     • Mixed methods research
   • Co/facilitation: Service scenarios and metrics development
   • Co/Creation: Service scoping
   • Service mapping
   • Service prototyping
   • Service implementation
9. Common service design deliverables
   • Service ecosystem maps
   • Customer journey maps
   • Service blueprints
   • Wizard of Oz prototypes
10. Bibliography / Further reading
11. Q&A

 Instructor Bio: Cornelius Rachieru

Cornelius Rachieru is the Founder and Managing Partner of Canadian UX consultancy Ampli2de Inc., where he explores his fascination with the politics of design while leading enterprise-scale experience and service design projects. Over the past 15 years, he has managed a number of large UX teams as UX practice leader at Deloitte Canada and Shaw Communications. He has consulted in a wide range of industries, from technology to financial services, healthcare, enterprise risk management, autonomous transportation and law.

Cornelius is also Co-founder, co-chair and Creative Director of the popular CanUX conference, Canada’s largest and longest running annual UX event. A self proclaimed night owl (he is originally from Transylvania), he loves red eye flights and is a nomad at heart.

For more info, you can follow Cornelius on on Twitter @corneliux

Prior Presentations:
WORKSHOP: MAPPING SERVICE ECOSYSTEMS (CanUX 2019)
Oct 31, 2019 9:00am – 4:30pm / full-day

THE STATE OF CANADIAN UX REPORT (CanUX 2018 with Tanya Snook)
Nov 4, 2018 9:50am / 20 min

*Image credit: CanUX & Elida Arrizza