Dear Alen,

Take a close look at the services you’re working with and the services all around you. You don’t need to look any​ further than the services you are engaged in or involved in — these are environments in which you can work with others to identify challenges and improve them through problem-solving​ and service design techniques. The secret to designing successful services is to base the services around a user’s needs – to look at your service from the user’s perspective first, where your user is coming from, what’s triggering your user at each point, and how your user behaves throughout his or journey. Then, using a combination of models, tools and processes, service designers adjust the services to satisfy the user’s​ needs. Those techniques, if you hit a roadblock or barrier and need next steps, can be found in our courses.

Learning these models, tools and processes can feel overwhelming without a clear roadmap to follow. A simpler, more efficient way to learn Service Design is to start with The Apprentice and build an understanding of the principles and purpose of the different Service Design instruments. You’ll lean the basics first and not only observe how they fit into the services around you, but you can begin to apply them in order to improve these services. Following The Apprentice, you can dive right into The Journeyman where we’ll guide you through the more practical, hands-on usage of the models, tools and processes. We recommend learning in sequential order rather than a little bit here and a little bit there. Afterall, that’s the thinking behind building a Body of Knowledge. Knowing where to start and knowing the next steps to move forward makes all the difference. That way, you can focus on learning the skills rather than figuring out (on your own) what’s the next step.