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Announcing Our New Service Design Workshop Toolkit

People in a Service Design Workshop

Running Service Design Workshops

Human-Centred Design (HCD) professionals are broadening their scope beyond straight-forward interaction design to focus more on strategy, business, and services. This is something we have increasingly had the opportunity to do at Sitback. Many of our projects now have the Service Design philosophy deeply embedded in them, and increasingly we are incorporating various layers of Service Design to our UX projects with our clients.

Because of this, we have created a Service Design Workshop Toolkit to assist our fellow Human-Centred Design professionals in practicing and incorporating Service Design in their day-to-day work.

It is very much an 'alpha' version, and consequently we would love to hear your feedback so that we can continuously improve it, making it even more useful for everyone that uses it!

Download The Toolkit Now

Service Design Workshop Toolkit

What Is It?

It is a toolkit aimed at  giving you a head start in formulating Service Design workshops.  

It has been designed based on the double diamond technique to encourage people to approach problems and solutions by using two different types of thinking: divergent and convergent.

Service Design Workshop empty room

What Are The Different Types Of Service Design Workshops?

There are many different types of Service Design workshops, and there is no one-size-fits-all recipe for it.

That said, Service Design workshops can broadly be categorised into five types of workshops that you can conduct with your stakeholders and/or customers. This should not be a linear approach, nor do you have to follow a particular order and structure for running the different workshops.

  • Planning Workshop: Create a shared understanding and involve stakeholders from the outset.

  • Problem Definition Workshop: Communicate research insights and (re)frame the problem or design challenges collaboratively.

  • Ideation or Co-Design Workshop: Defer judgment and explore the vision and possibilities.

  • Prototyping Workshop: Test the concepts in fun and engaging ways.

  • Strategy Workshop: Critically evaluate the pros and cons of the concepts and create a shared vision.

Who Can Use This Toolkit?

It is designed for anyone who is interested in practicing Service Design and Design Thinking.

How To Use This Toolkit?

We have included 20 of our top recommended techniques in the toolkit. You can pick one or combine multiple activities in your workshop. You can also use this toolkit in combination with our UX Workshop Toolkit.

  1. Start with the empty template. Print off all pages of the toolkit. A3 works best. Write down the objectives and logistical details about your session in the spaces provided.

  2. Add workshop activities. Cut out the script blocks (activities, recaps and breaks) you need for your session and stick them to the script template. Blue Tack works well for this.

  3. Review the flow of the session. Stick the template on the wall and gather feedback from other people. Move the script blocks around until you are happy with your final workshop script.

People in a Service Design Workshop

(You can learn more about running UX workshop in another post. We created a UX Workshop Toolkit a little while back to help people better prepare and run UX workshops. Alternatively, you can also use our online UX Script Writer). 

Over To You!

We’d love for you to give it a try and send across any feedback that you have! Just fill out the contact form on our website.

Thanks and happy designing!

Download The Toolkit Now



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Interested in how to apply Service Design techniques inside your organisation?
Our team of Psychologists and User Experience experts run Corporate Training Sessions on exactly this topic! If you know how important delivering great customer experiences is but you're not sure how best to implement it, then our training gives practical advice on where to focus and invest.

Learn more about Corporate UX Training