Service Design Bootcamp | Two-Part Series | June 21

Service Design is a well established, yet often misunderstood discipline that focuses on the development of solutions with consideration to all channels and touch points from both a user and organisational perspective. It’s a growing industry, with everyone from banks, to social enterprises using this to create value for their organisations, and the people they interact with. This is a hands-on, crash workshop where you’ll learn a high level approach and key tools and practices of service design. You’ll design with consideration for both the user and the organisation involved in the service. In 6 short hours, you’ll work through:

• Discovery: understanding the needs and pain points of users; defining and prioritising the right problems to solve.
• Ideation: Developing a range of ideas to address the problems at hand.
• Prototyping: Testing and iterating the future service offering, including the customer experience and organisational capabilities
• Communication and stakeholder engagement: Articulating the many facets of your offering in a concise yet engaging way, to take stakeholders on a journey and get their buy-in and support.

This workshop is for anyone that has an interest in applying service design techniques to solve complex problems. It’s likely you’ll have many transferable skills or experiences that will be put to use through the workshop of the day.

Please note: This workshop is highly interactive with group activities and discussions throughout. To participate you will need to:

• Have your camera turned on for the entire session
• Have an accessible microphone
• Be in a quiet, well-lit space with minimal distractions
• Have strong internet connection

In preparation, please download Zoom. It would be helpful to have a basic understanding of human centred design principles. We’d suggest reading up on materials by IDEO, Stanford d.school, or the Design Council.

This session is not recorded however you will receive the instructors slides following the session.

Jia Liang (JL) believes in using the power of design to empower teams to spur innovation in society. His time working in public healthcare taught him the importance of patient-centric care, which inspired him to empower both businesses and customers through the practice of user-centered design.

JL has a demonstrated history of user experience research and facilitation, in both consulting and in-house capacities and across the tech, healthcare, banking, and public service industries. He’s worked with global clients including Adidas, BBC, and Vans to deliver user-focused research, facilitate insight workshops, and create foresight-driven concepts. At Grab, JL advised product and design teams in synthesizing insights around driver and consumer experiences in Southeast Asia, and co-developed an internal training curriculum for other researchers and designers.

JL received an MA in Digital Experience Design from Teesside University and Hyper Island, a Specialist Diploma in Business Analytics from Temasek Polytechnic, and a Bachelor of Accountancy from Singapore Management University.