n Workshop with practitioners Participants
What was tested?
The workshop was attended by ďŹ fteen people that are involved with or want to be involved in, the design of new or existing services. Most of them from a business background. They ranged from architects, technology providers, a call centre CEO to representatives from Serco (one of the largest service organisations in the world).
The tools that were tested in the workshop included different elements linked together. As underlying structure the four Spirit of Creation phases Discovery, Generation, Synthesis & Enterprise were used. The following tools were developed and tested: 1. Service Phase Cards
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3. Service Wallchart 4. Service Grid Cards 5. Character ProďŹ les 6. Service Method Cards
Goal for this work
Challenge
The opportunity of this workshop for this work was to talk to, observe and work with practitioners. It was helpful to further understand the dynamics of teamwork in Service Design projects. At the same time it was a possibility to test tool prototypes, learn how the tools work and to collect feedback. It offered, besides insights in the project environment of business practitioners, a reality check for concept and practical applications. As for the content of the workshop it gave many insights into the requirements of business support services and innovative service ideas.
Given that Spirit of Creation was commissioned to run the workshop, all material is branded Spirit of Creation. The DGSE model was used throughout all materials for consistency. The challenge was to prepare a workshop that brings the essence of Service Design across and to offer hands on practical learning for business in only two days. Everything needed to be thought through in detail to ensure success. That meant that the preparation functioned as an actual prototype ensuring that the workshop had a quality worthy of a valid end result. It was challenging to face unknown people from different backgrounds and to immerse ourselves in the normal external factors that such a workshop situation will inevitably present.
Service Design
Service Design solution | Service Design reality
The main goal of the workshop was to give practitioners an overview and insight into Service Design and the potential of it for their business. Simultaneously, the team developed a concept for a business support service – useful for Business Link who sponsored the workshop.
2. Service Exercises
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General workshop goal