This is Service Design Doing: Executive School ONLINE is a comprehensive course on service design process, methods, and facilitation.
Whether you use the term service design, design thinking, human centered design, holistic UX etc; the course is designed for executives and leaders striving to create or improve customer or employee experiences, and pioneer or integrate service design in their team or their organisation.
This course is led by Marc Stickdorn, co-author of the book This is Service Design Thinking, and by Markus Edgar Hormess and Adam Lawrence, co-initiators of the Global Service Jam. All faculty members are authors of the top seller “This is Service design DOING”.
The course has been presented as a five-day physical experience in the Netherlands, Germany, Spain, China, Thailand, and the USA. It is now offered publicly online as an “Executive School Online”, with 8 half-day sessions spread over two weeks.
Marc Stickdorn, the co-author of the award-winning service design book ‘This is Service Design Thinking’. View Marc’s profile on LinkedIn
Markus Hormess, Service Innovation Expert and co-initiator of the world’s largest service design event ‘Global Service Jam’. View Markus’s profile on LinkedIn
Adam Lawrence, Service Design & Customer Experience Expert and co-initiator of the world’s largest service design event ‘Global Service Jam’. View Adam’s profile on LinkedIn
What's the difference between TISDD Executive School and TiSDD Essentials?
The longer “Executive School” and the shorter “Essentials” courses both cover the same core tools and processes, equipping you to start your own projects in an organisation. Both are available in online and offline versions.
This Executive School has a deeper emphasis on facilitation skills – including practical experience of facilitating several methods – on project planning, and on the embedding of service design in strategy and everyday business.
The online versions of both courses provide exercises and reflection on practicing service design remotely.
Day 00 (Friday, April 22nd): 1 hour (optional)
Prep meeting, software introduction & tech check
Day 01 (Monday, April 25th): 4.5 hours (including breaks, Q&A etc)
Session 1: Meet and greet, expectations, get to know each other
Session 2: Service Design Orientation & Overview
Session 3: Intro to facilitation and facilitation learning model for the week
Day 02 (Tuesday, April 26th): 4.5 hours (including breaks, Q&A etc)
Session 1: Intro to design research and research exercise
Session 2: Research and research wall
Session 3: Personas
Day 03 (Wednesday, April 27th): 4.5 hours (including breaks, Q&A etc)
Session 1: System Maps
Session 2: Journey maps and emotional journey
Day 04 (Thursday, April 28th): 4.5 hours (including breaks, Q&A etc)
Session 1: Insights and how-might-we
Session 2: Case study
Session 3: Ideation
Session 4: Mid-course reflection
Day 05 (Monday, May 2nd): 4.5 hours (including breaks, Q&A etc)
Session 1: Prototyping 1
Session 2: Prototyping 2
Day 06 (Tuesday, May 3rd): 4.5 hours (including breaks, Q&A etc)
Session 1: Future-state Journey, Dramatic arcs
Session 2: Service Blueprint
Session 3: Business Model
Day 07 (Wednesday, May 4th): 4.5 hours (including breaks, Q&A etc)
Session 1: Masterclass on Project planning
Session 2: Masterclass on Embedding / JM Ops
Day 08 (Thursday, May 5th): 4.5 hours (including breaks, Q&A etc)
Session 1: Masterclass on Facilitation (60 min)
Session 2: Meet the practitioners
Session 3: End-of-course reflection
Venue: Online via Zoom on America/Europe/Africa-friendly time
Dates: April 25th – April 28th AND May 2nd – May 5th 2022 (plus optional tech intro on April 22nd)
Berlin (GER): 5:30 pm – 10:00 pm CET
London (UK): 4:30 pm – 9:00 pm GMT
Rio de Janeiro (BR): 1:30 pm – 6:00 pm BRT
New York City (USA): 11:30 am – 4:00 pm EST
San Francisco (USA): 8:30 am – 1:00 pm PST
Max. Participants: 30
Full Participation Ticket (Participation + Daily Q&A + Recording):
Book full participation ticket using this link
Regular Price: 2190 €
Early Bird (until March 11th): 1790 €
Recording Ticket (90 day access to recorded sessions + one live Q&A session):
Book recording package using this link
Regular Price: 1099 €
Early Bird (until March 11th): 899 €
Coaching add-on package (optional):
Book coaching package using this link
3x 50-minute 1:1 sessions with your favourite faculty: 690 €
Registration: to enroll for this training, please click the Registration button on the top right corner of this page.
Note: All sessions will be recorded and available to all participants for 90 days.
We are proud to partner with
This is Doing
This is Service Design Doing moves service design thinking from theory to practice, connecting customer experience to business success. The School facilitators Adam, Marc, and Markus, together with Jakob, also published the book with the same name. With cases and tips from 300 contributors, the authors outline tools and methods, discuss running workshops, sprints and projects, and explore embedding service design.
The co-created script of past editions of the schools laid one of the foundations for the book’s content.