The Workshop

The design and delivery of an excellent service is a uniquely complex task. Services are made up of touchpoints across a wide range of channels from apps to physical devices to direct human interactions, and this 3-day, hands-on workshop prepares you to effectively and rapidly prototype across all of them.

We will work according to a rapid design thinking process that puts the user at the center to create actionable, business-ready experience prototypes. Lectures are spread throughout the three days and are immediately followed by direct hands-on applications with individual and group coaching along the way.

Walk away equipped with a complete toolkit for rapid user-focused innovation and a certificate from CIID.



Over the course of three days, we will introduce you to the following fast, effective, and broadly applicable tools and techniques for prototyping new service touchpoints:

Field Research

  • Guerilla Interviews: Tips and techniques for spontaneous, in-context, field interviews.
  • In-depth Interviews: Templates and structures for gaining deep user insights.
  • Probes & Activities: Preparing and using tools to facilitate interviews and generate rich artefacts.

Analysis & Mapping

  • Research Synthesis: How to make sense of field research through clustering techniques.
  • User Journey Mapping: A tried-and-true method for identifying pain points and highlights in an existing service.
  • Lifecycles and Ecologies: Gathering and organizing in-depth insights into broader user and service contexts.
  • Personas: Understanding and classifying your users through their motivations, habits, and backgrounds.

Concept Generation

  • Insight generation: Techniques for distilling large amounts of data and complex information into actionable insights.
  • Opportunity finding: How to formulate designable questions from research-backed insights.
  • Rapid ideation: Tools for generating first large quantities, then high quality ideas.
  • Service Blueprinting: Mapping & planning a new or improved service across channels, stages, stakeholders, and touchpoints.

Experience Prototyping

  • Paper prototyping: The fastest and cheapest way to get user feedback using standard office materials.
  • Interactive digital prototyping: Tips and techniques for getting the most out of your more advanced prototypes.
  • Prototyping physical devices: How to simulate complex hardware interactions using basic or no technology.
  • Fidelity planning: Choosing the correct level of fidelity at each iteration to get maximum user feedback with minimum intimidation.



Preparation & Research [9:00-17:00]

AM: Introduction to service design; field research tools & techniques

PM: Service mapping; prototyping digital services; iteration 1


Prototyping & Iterating [9:00-17:00]

AM: Field research analysis, insights, opportunities

PM: Physical prototyping and digital tools; iteration 2


Testing & Takeaways [9:00-17:00]

AM: Advanced experience prototyping; iteration 3

PM: Service design and experience prototyping in your work environment; team presentations