Symplicit Bootcamp

Service Design in the Enterprise

What is it

Service design is the careful orchestration of customer and enterprise interactions across all touchpoints and systems to ensure that value is delivered consistently and efficiently.

How do you successfully deliver quality value through service design for your customers?

Our aim is to discover how to successfully deliver value to customers and examine which service innovations are worth an organization's investment. The bootcamp will explore a combination of processes and methods including customer journey maps, service blueprints and Wardley maps to unlock this value exchange and help teams reimagine the systems they build and work within. The result is innovation efforts that hit with the most impact.

Services that deliver value to customers put humans at the heart of the design process and focus on what they really need at each stage of their interaction with an organisation and technology. The value of a service lies in the interactions customers have across the organisation and it’s range of offerings. Services are not production processes - they are experiences. The end product does not matter as much as the overall experience.


How it works

This session is delivered as a fast-paced workshop. You’ll learn first with your hands and your friends, then we’ll briefly explore theory and leave you with plenty of pointers for further reading and research opportunities.

We’ll introduce the theory and method of creating personas to profile customer types and identify key characteristics, needs, goals and pain points.

We’ll explore how customer journey maps and service blueprints can reveal the way user needs interact with the people and technologies in your organisation, from front-stage to back-office, down to infrastructure and supporting dependent systems. We’ll explore questions like, “What does the customer need and see?” “What does the service organisation do in response?” “What are the jobs-to-be-done?”

You’ll learn how Wardley maps help capture value-chains that show the interrelationships between user needs, technology adoption and sociotechnical practices and how service organisations can make strategic trade-off decisions in the delivery of end-user value.

Finally, we’ll show how to manage the entire lifecycle of services across the whole service catalogue using Program and Portfolio Kanban systems aligned through Strategy Deployment.

Our goal is to equip you with new tools, theory and praxis to empower you to engage in productive discussions with operations and management.

Learning Objectives

Through hands-on instruction, small group discussions and collaborative exercises, the workshop participants will:

  • Introduce the key concepts and differences between Service Design and Product Design
  • Introduce both lean personas, updated service design personas, and social practice personas
  • Introduce both customer journey maps and service blueprints as tools for service design
  • Explore how Customer Journey Maps and Service Blueprints can reveal the way user needs interact with the people, teams, and technologies in your organization from front-stage to back-office down to infrastructure and supporting dependent systems.
  • Learn Wardley Mapping to capture the interrelationships between user needs, technology adoption, and practices and how service organizations can make strategic trade-off decisions in the delivery of end-user value.
  • How to manage the entire life-cycle of services across the whole service catalogue using Program and Portfolio Kanban systems aligned through Strategy Deployment.

Who should attend

  • Any leader who wishes to improve her organisation
  • Any designer who wishes to lead and manage her organisation more effectively
  • Lean and Agile coaches
  • Human Resources and Organisational Development professionals who wish to seek more effective means to deeply improve the thinking, behaviour, alignment, and performance of their organisation and the people in it
  • Senior executives who wish to improve their abilities to lead and manage
  • Anyone who wishes to improve his or her critical lean thinking

Register Interest

Email hello@symplicit.com.au or call +61 2 9280 3596 for further information

The Details
  • 26 February - 16 March 2018

  • Brisbane, Sydney, Melbourne and Adelaide

  • $990 + GST per head

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