Turnkey workshops for trainers to train service designers.

Explore available workshops below. Each comes with a step-by-step teaching guide and a comprehensive training video led by one of our product experts.


ISDI offers highly interactive workshops-in-a-box are for trainers so they can teach key service design topics.  The workshops were designed by accomplished service designers with more than 30 years of experience designing services for nearly every business sector, including businesses listed on Fortune 500 with aerospace and defense (Lockhheed Martin, General Dynamics, Northrop-Grumman and Boeing) and Ford automotive, plus, companies on the Fortune 1000 list, including Duke Energy, Booz Allen Hamilton, Science Applications International, Host Hotels and Resorts (Marriott), and Anthem (Blue Cross/Blue Shield).

The workshops are segmented by topics and can be procured in a logical sequence that aligns with ISDI’s approach for learning service design. Each workshop is chock full of topic-related content with specific goals for students to reach. The workshops include a moderator’s guide for trainers to advance through the rich content that highlights main points and questions for participants.

The workshops are purchased as an annual license, which then permits trainers to use the content without restriction during the course of a year.  They are often bought as a package of three in order to maintain a sequential approach to building services.  However, they can be bought singularly.

The workshop topics listed below are ‘off-the-shelf.’  ISDI will also customize content providing it is based on our proprietary learning content found in our books and courses.

Please use the form below to connect with us for details.

Contact Us For Workshops-In-A-Box


Preparation and Planning

Solving User Needs and Assessing Merits of an Idea
• Personas: An exercise using a provided template for identifying a target audience, and parsing its needs.
• Brainstorming Technique: Group Exercise using Alex Osborne’s brainstorming method, with moderator’s guide for extracting ideas from personas to arrive at service idea candidates.
• Service Concept Tool: A group exercise for capturing an organization’s essence whose results help determine whether a service idea is valid for a provider’s mission.
• Service Evaluation Tool: Learn how to achieve group decision-making to examine possible barriers or risks for moving forward with an idea.

Insights and Implementation 

User Experiences and Manipulating Them for Desirable Outcomes
• Influencing Users: Learn to motivate users using a Demand Model coupled with a messaging exercise.
• Discovering User Journeys: Learners build out a journey map template for use in capturing user experiences.
• Constructing a Service Blueprint: G. Lynn Shostack’s original idea for designing services was based on a blueprint, still a fundamental component to Service Design. Learners craft a service blueprint using the template and instructions.
• Touchpoint Planning: Accompanying the blueprint, a vital component for service experiences, is touchpoints. In succession, these are first identified in journey maps, then defined in the blueprint. The exercise involves planning.


Testing and Measuring

Measuring User Experiences

Tackles Challenging Concepts to Help Prevent Service Failure
• Prototyping: From a case study, learners then build a service, visually, from a service idea, building a blueprint, and developing a governance hierarchy.
• Program Assessment Model: Learners are taught a diagnostic for service using a comprehensive model that requires piecing apart components. The results show any potential risks; the outcome also can reveal unmet service opportunities.
• Gap Analysis: The perennial challenge for service designers is to measure satisfactory experience. The Gap Analysis model uses a gap analysis. which learners will discover how to set up to evaluate a service. The model requires survey research techniques, which are also reviewed with learners.