After attending your first service design training, you are eager to start practicing it at work.
What would be the right design challenge? How to engage colleagues? How to adapt the service design approach to our industry?
We support in-house teams in making their first steps with service design. We help frame the challenge, engage the team, and present outcomes to key stakeholders.
The Challenge
Service design enthusiasts trust that their organizations would benefit from using service design when designing new products or improving customer experience.
After reading books and attending public training, future service designers struggle to apply their knowledge inside the organization. They need a role model: what challenges to tackle, whom to invite to the first sprint, how to recruit customers, which service design tools to use, and how to ensure the team does everything right.
Lanka offers its corporate clients a 4-day training program for a cross-functional team. The team focuses on the real business challenges which they face in their business.
Key insights
Finding compelling business challenges for the teams is itself a challenge
Students are more engaged when they work on the real-life challenge
Most employees are uncomfortable with uncertainty. This is the reason why many pilot sprints fail within organizations. Participants need to experience the whole design process before they can appreciate its value
A lot of employees are afraid of talking to customers: interviewing them, ask their feedback on prototypes, etc
The Outcome
When selecting the challenge for the training, the future service designers simultaneously prepare their own backlog for the future sprints.
Few participants in the training become in-house service designers. All others become active supporters of the methodology.
External support from our consultants helps participants to manage uncertainty and build confidence during the first sprints.
Back-office employees like product managers, marketers, etc overcome the barrier of talking to customers and use interviewing in their professional life.
The first practical experience opens to participants the value of quick prototyping.
Tools and an approach
We always start with finding the right challenge for students. We ask relevant stakeholders about their roadmaps and pick the challenge which is important but not urgent.
We help the client to narrow the challenge so it can be solved during a short sprint: choose a specific segment, scenario, pinpoint, etc.
We believe that a service mindset is more important than a variety of tools. We focus on a few tools: stakeholder map, CJM, interview, insight, prototyping, etc.
With each tool, we follow the same process: 15 min of theory – in-class practice – real-life practice – reflection.
The final presentation helps teams to reflect on the whole process.
We invite top managers to the final presentation. It motivates students and helps stakeholders to understand the value of design thinking.
The team
1-2 consultants from Lanka work with 2-3 teams of 4-6 members each.
Each team may have its own challenge.
Students’ team composition depends on the challenge. We insist on inviting representatives of all relevant functions.
Consultants advise teams, but each team is responsible for its outcomes.
Let us introduce the value of service design to your colleagues.
Please, contact us for more details.