Scaling Good Services is a 2-day course that gives you the tools and techniques to scale service design in your organisation. You'll learn strategies for getting service design to be taken seriously at a senior level and develop the tools and techniques that will help you to help your organisation deliver good services at scale

Who it’s for

For designers or leaders looking to help their organisations deliver better services at scale or expand the impact of user-centred design in their organisation

What you’ll learn

• How to analyse the financial failures of a service and put together a business case for change
• How to build a team and working design practice at scale
• How to involve and influence senior leadership to take design seriously
• How to scale design to the whole of your organisation

Course modules

Day one

1. The challenge ahead

• Understanding what service transformation looks like, what’s involved and preparing ourselves for the challenge ahead

2. What is our user trying to achieve?

• Understanding what users need from our service

3. What story do we need to tell to make change?

• Understanding our stakeholders, their needs and what information we need to gather to convince them of the change we need to make

4. What problem are we trying to solve?

• Understanding in detail the issues with our current service and putting together a case for change

5. Making your service accessible and inclusive

• How to make sure that everyone who needs to use your service can use it, your service is free from dead ends, and no one is excluded from using it

6. Supporting your users when things go wrong

• How to make sure that your service can respond to changes in your user’s life, support your users when they’re in crisis, and recover if things go wrong

Day Two

5. What’s the root cause of the issue we have

• Looking in detail at the causes for bad service design in our organisation, from our business model and motivations to our organisational structure

6. Prioritisation

• Learning where to start when proposing a programme of service improvements. Tools and techniques for effective prioritisation

7. Telling a good story

• Crafting our narrative into something our stakeholders will understand using tools and techniques for effective pitching

8. Looking after yourself

• Tools and techniques for self-care in service transformation

How it works

All classes are delivered live and online in small classes that are a mix of taught tuition, individual exercises, and group discussion.

Participants work on a service or case study of their choice so all course takeaways are able to be put into action immediately

Your trainers

Lou Downe is author of the bestselling book about how to design services that work - Good Services.

They founded the discipline of service design in the UK government, where they were national Design Director for 5 years - establishing the Government’s Service Standard and Design System and building a community of over 3,000 designers, user researchers and content designers - one of (if not the) largest design teams in the world.

Lou was nominated as one of the top 50 creative leaders in the UK in 2016 and one of the world's 100 most influential leaders in digital government in 2018 and is a passionate believer in the role of design to create a world which benefits everyone.

Private courses

This masterclass can be delivered privately for your organisation. Drop us a line here to discuss.