July 17-19, 2019 / Vancouver, BC

Service Design for Delivery

Creating optimal service experiences

Chris Govias

As service design thinking becomes increasingly recognized in North America, it’s more important than ever to focus on the actual how of executing and implementing that thinking and its recommendations. Delivering service design is particularly difficult in digital transformation work where the environments and contexts are often complex and exceptionally challenging.

Over the course of the workshop, we’ll examine service delivery challenges using specific case studies from around the world. Participants will learn how to integrate service design into delivery environments and how to ensure their work is best received by their stakeholders, their team, and their organization.

What we’ll cover:

  • Approaching large-scale service design problems: understanding the environment, the players, the challenges, and the opportunities
  • Methods (service blueprints, stakeholder maps, journeys, etc.) to engage stakeholders and how to them with each level of stakeholder (C suite to working level)
  • Increasing your impact as a service designer in an agile delivery team
  • Pitching service design in order to get stakeholder buy-in"