The keys to effective service design

Presented by:
Eric Reiss

Workshop focus:


Workshop details:

Workshop summary

Service design combines key elements from user-experience design, interaction design, and quality management to create long-term value. In this full-day masterclass, we’ll review the key elements of each of these disciplines and how they work together to raise customer satisfaction, increase conversions, and enhance key events along the customer journey.

In many ways, the pandemic has raised the general awareness of service design in many unforseen ways. In fact, even some worldwide brands have yet to fully understand how their online and offline activities affect each other – in ways, which when coordinated sensibly, provide greater value and satisfaction for the customer. And this ultimately improves the bottom line.

What will the attendees learn?

  • How service design relates to user experience
  • How you can create value even with a small budget
  • How you can move projects from subjective guesswork to measurable success
  • How you can inspire teams and service providers through inclusivity
  • How you can get the most out of service-design tools including:
    • User-centered-design basics (UCD)
    • Touchpoint analyses
    • Customer journey maps
    • Use cases
    • User scenarios
    • Storyboards
    • Personas
    • Proof of concept / performance metrics


And finally, you’ll learn how to choose the best tools and techniques to combine for different projects in order to create a service-design blueprint that truly helps create a shared frame of reference for your team, provide overview, and pinpoint problems waiting for an innovative service solution! Our goal is to help you internalize the key features of service design so you can provide greater value for your employer, team, and clients from the very next day.

Who is the workshop for?

The day has been geared to people who want a better understanding of service design and how this can help their business grow.


There are no public workshops scheduled, however, we can notify you when we have a schedule.

Are you an HR professional or team leader looking to host your own workshop in-house or hosted off-site?

      You can schedule a private workshop with one of the experts in our network, customised just for you. Just let us know a few details and we'll be in touch. 

      About your presenter:

      Eric Reiss profile image
      Eric Reiss
      CEO @The FatDUX Group

      Eric Reiss has been actively and successfully involved in service-design projects since 1985. He was part of the team that made Scandinavian Airlines “Airline of the Year” in 1985. And a few years later, he worked with British Airways to accomplish the same thing following their privatization. Later, his service design techniques were used to train over 3500 civil servants throughout the European Community.In more mundane lives, Eric has been a two-term president of the Information Architecture Institute and Professor of Usability and Design at IE Business School in Madrid, Spain. Today, Eric is CEO of the FatDUX Group in Copenhagen, Denmark. He also has several books to his credit. You’ll find him on Twitter at @elreiss.

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