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November 2021: EXECUTIVE Online (English language)

29.11.2021 — 10.12.2021
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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, for the first time, offered publicly online as an “Executive School Online” version, on 8 half days spread over two weeks.


experts in the field

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


Highly practical Workshop

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.


What to expect in detail

Day 00 (Friday, Nov 26h): 1 hour (optional)
Prep meeting, software introduction & tech check

Day 01 (Monday, Nov 29th): 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, Nov 30th): 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, Dec 1st): 4.5 hours (including breaks, Q&A etc)
Session 1: System Maps
Session 2: Journey maps and emotional journey

Day 04 (Thursday, Dec 2nd): 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, Dec 6th): 4.5 hours (including breaks, Q&A etc)
Session 1: Prototyping 1
Session 2: Prototyping 2

Day 06 (Tuesday, Dec 7th): 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, Dec 8th): 4.5 hours (including breaks, Q&A etc)
Session 1: Masterclass on Project planning
Session 2: Masterclass on Embedding / JM Ops

Day 08 (Thursday, Dec 9th): 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

Facts & Figures

Language: English

Venue: Online via Zoom on America/Europe/Africa-friendly time

Dates: Nov 29th – Dec 2nd AND Dec 6th – Dec 9th 2021 (plus optional tech intro on Dec 26th)

Session times: 
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 September 30th): 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 September 30th): 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

General info

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.

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