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. To this extent, the majority of introductory 'classic' service design literature emphasizes methods for designing a single service, from the inside, and focuses exclusively on applying design thinking within a service context.
A modern, holistic view of service design expands the landscape to improving services as part of a service ecosystem, looking at them not only inward but also outward, and thus understanding the various service types, including the relationships between services and (potentially) multiple service providers. This means expanding the lens of service creation beyond combining design thinking with service blueprints and calling it service design, and acknowledging the vital role visual thinking, systems thinking and futures thinking play in the service creation and/or modernization process.
In addition, understanding services beyond their transactional nature as relational constructs within overarching service ecosystems is another 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.
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.
The following is a high level outline of the workshop contents. The instructor reserves the right to modify the order of the topics based on audience needs.
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.
To book this or any other talk or workshop led by Cornelius, you can reach him via email at cornelius AT crnls.io
Cornelius Rachieru is the Founder and Managing Director of Canadian strategic UX consultancy Ampli2de Inc., where he explores his fascination with the politics of design while leading service and system-scale enterprise experience design projects. Over the past 20 years, he has managed a number of large UX teams as UX practice leader at Deloitte Canada and Shaw Communications, and has consulted in a wide range of industries, from technology to financial services, healthcare, enterprise risk management, autonomous transportation, intellectual property and law.
Cornelius is also the 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.
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