Strategy

Service Design Workshop

This workshop compresses months of work into focused sessions using design thinking. Teams move quickly from problem to tested solution. It's fast-paced and results-oriented, but sometimes initial ideas need refinement after user feedback.

Facilitation Script
Duration
4 days
Group Size
6-12
Category
Strategy
Format
In-person
Participants will:

  • Master structured design processes.

  • Practice collaborative ideation.

  • Learn to validate assumptions through rapid testing.

  • Develop cross-functional communication skills.

  • Create testable prototypes.

The team will:

  • Map the end-to-end service experience.

  • Identify key touchpoints and pain points.

  • Develop holistic improvement recommendations.

9:00am-9:15am
BREAK 15 min
Introductions
9:15am-9:30am
BREAK 15 min
Icebreaker
9:30am-10:00am
Service Design Tools 30 min
Ecosystem Map

An ecosystem map visualizes the broader context in which a service or product exists, showing all the actors, relationsh...

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10:00am-10:30am
Research 30 min
Customer Journey Mapping

Map entire user experience end-to-end across all touchpoints and channels. Visualize the complete customer journey inclu...

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10:30am-11:00am
Exercise 30 min
Service Blueprint

Service experiences involve frontstage and backstage activities. Service Blueprint maps both customer-facing interaction...

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11:00am-11:15am
BREAK 15 min
Morning Coffee Break
11:15am-11:45am
Service Design Tools 30 min
Service Prototype

A working simulation of service interactions and touchpoints that allows testing of service concepts with real users in ...

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11:45am-12:15pm
Service Design Tools 30 min
Role Playing

A simulation technique where team members act out user scenarios and service interactions to understand experiences from...

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12:15pm-12:45pm
Service Design Tools 30 min
Service Roadmap

A strategic timeline showing planned evolution of service features, capabilities, and improvements over time, aligning d...

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12:45pm-1:00pm
BREAK 15 min
Next Steps/Daily Checkout

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For Facilitators

  • Review participant profiles and expectations
  • Prepare all materials and supplies
  • Test technology and room setup

For Participants

  • Complete pre-session survey
  • Review background materials
  • Prepare examples or case studies

Unlock Pre-Work Requirements

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  • Large format paper (A1 or flip chart paper)

  • Sticky notes (multiple colors)

  • Sharpie markers (black, blue, red)

  • Fine-tip markers

  • Pens and pencils

  • Dot stickers

  • Masking tape

  • Timer or stopwatch

  • Strategy canvas templates

  • Stakeholder mapping worksheets

  • Roadmap planning templates

  • Vision statement worksheets

  • Success metrics templates

  • Alignment framework templates

  • Laptops/tablets

  • WiFi access

  • Digital camera

  • Presentation projector/screen

  • Power strips and extension cords

  • Backup printed materials

Unlock Materials Required

Create a free account to access step-by-step instructions, agendas, and resources for all activities.

  • Facilitator Guide (PDF)
  • Participant Workbook Template
  • Presentation Slides
  • Printable Materials

Unlock Resources & Templates

Create a free account to access step-by-step instructions, agendas, and resources for all activities.

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