Designing Better Services

Format:
Teams Course Online or in-house.

Group Size:
4–10 participants
(Larger groups available on request)

Duration:
Flexible delivery options:

  • 2-hour weekly sessions

  • Half-day workshops

  • Full-day workshops

Delivered online or in-house.

Approach:

Each session combines:

  • Practical theory

  • Live demonstrations

  • Hands-on exercises

  • Reflection activities

  • Short post-session quizzes

Participants leave each session with tools they can immediately apply to their work.

Price:
Subject to group size

Designing Better Services equips individuals and teams with practical tools to redesign services from the inside out.

Learn how to uncover customer and operational pain points, map complex service ecosystems, and identify both AI and non-AI opportunities that improve experiences, efficiency and outcomes.

This course shows how service design can move beyond tactical improvements to become a strategic capability that drives innovation, transformation and better organisational decision-making.

Problems This Course Solves

Many organisations struggle with services that feel fragmented, inefficient or frustrating for customers and staff. Teams often focus on fixing individual touchpoints rather than addressing the broader service system.

This course helps solve challenges such as:

  • Customer experiences that feel disconnected across channels, teams or departments

  • Operational inefficiencies caused by poorly designed processes and handovers

  • Difficulty identifying where AI can genuinely improve service delivery

  • Teams working in silos without understanding the end-to-end service ecosystem

  • Strategic initiatives that overlook real customer and staff needs

  • Innovation efforts that focus on technology before understanding the service problem

Learn more

What you’ll Learn

Participants will learn how to apply service design methods strategically to understand, analyse and redesign services.

Key learning outcomes include:

  • Understanding services as interconnected systems rather than isolated interactions

  • Mapping customer journeys and service ecosystems to reveal opportunities

  • Identifying operational friction points and improvement opportunities

  • Using service blueprints to align frontstage and backstage operations

  • Spotting practical AI opportunities that improve services without adding complexity

  • Identifying non-AI innovations that simplify and strengthen service delivery

  • Using service design insights to inform strategy and decision-making

  • Connecting service improvements to broader system and organisational change

Typical Outcomes

By the end of the course participants typically achieve:

  • Clear visual maps of current customer journeys and service ecosystems

  • Identified opportunities for service improvements across customer and operational touchpoints

  • Shortlists of AI and non-AI opportunities to enhance services

  • A stronger understanding of how services connect across teams and systems

  • Practical concepts for improving existing services or designing new ones

  • A repeatable approach for diagnosing and redesigning services

Organisational Benefits

Organisations that apply strategic service design gain:

  • Better customer and staff experiences

  • More efficient and resilient service operations

  • Clearer understanding of where AI delivers real value

  • Reduced service complexity and duplication

  • Stronger alignment across teams delivering services

  • Innovation grounded in real customer and operational insight

  • A shared visual language for understanding services across the organisation

Course Topics

Sessions explore practical service design tools and strategic thinking approaches, including:

  • Introduction to strategic service design

  • Understanding services as systems

  • Customer journey mapping

  • Service ecosystem mapping

  • Service blueprinting (frontstage and backstage design)

  • Identifying operational friction and failure points

  • Opportunity mapping and prioritisation

  • Identifying AI opportunities in service delivery

  • Identifying non-AI improvements and innovation opportunities

  • Connecting service design insights to organisational strategy

  • Designing service concepts and improvement initiatives

Ideal for…

This course is designed for individuals and teams involved in designing, improving or delivering services, including:

  • Strategy and transformation teams

  • Product and service teams

  • Customer experience and design professionals

  • Operations and service delivery teams

  • Innovation teams

  • Government and public sector teams

  • SMEs looking to improve customer and operational experiences

No prior design experience is required.

About our instructors

EXP Studio instructors are experienced practitioners in Human-Centred Design, Service Design and organisational innovation.

They bring real-world experience from working with government, corporate and education sectors to design and deliver services, strategies and innovation programs.

Our instructors focus on practical application—helping participants learn methods they can immediately use in their own teams and projects.

Bring This Course to Your Team

This course can be delivered online or in-house and tailored to the needs of your organisation.

To discuss delivery options or request a proposal  contact EXP Studio.

Contact Us