Service Design Leading Conversations: How to prepare, run and document 
 a co-creative workshop? Daniele Catalanotto Illustrations: from the Milano set by Streamline HQ Licence: this work is licensed under Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International

Service Design Introduction

Service Design Great to see you again lovely human.

Service Design The mindset that sums it all up As Service Design practitioners we are curious humans who love to make shit happen and still can talk about their feelings.

Service Design Emotional weather 30 seconds per person • Say how you feel today so that others know how to best interact with you today. • Translate it in a weather report style: sunny, rainy, tsunami ahead, etc.

Service Design What we 
 do today.

Service Design What happens today? Program • Shit ideas review • Reading • 3x learning loop • Learn by teaching • Pro tips and Q&A • Practice exercise • Debrie fi ng • Guest Q&A • Assignment and conclusion • Timing • Lunch around 12:00 • End at 17:00

Service Design Why do we do this? Program Using the best way to learn Teaching is one of the best ways to really learn something. Workshops are a base tool A lot of the work in Service Design happens in workshops. Knowing how to lead them makes you a great Service Design practitioner. Network The guest Q&A is an opportunity to network with great Service Design minds

Service Design What happens next How does this course build with the rest? When What Topic October 24th Setting up a project Leading Conversations October 31st Ideation methods & facilitation Leading Conversations November 7th Business Design Introduction Service Design for People, Public and Planet November 28th Research 2 Service Design Basics

Service Design Questions before we start?

Service Design Shit ideas

Service Design Shit ideas tour 30 seconds per person • Give us a sneak peek into your work, and share a trailer that motivates us to know more. • Share two of your ideas. • People can come later for questions or to see more. • As a listener on sticky notes, share stars and wishes

Service Design Course

Service Design Get the knowledge

Service Design The challenge Learn new skills and theories by teaching them back to your peers.

Service Design Read and teach back Dive deep into the topic in subgroups using the given resources. Your tasks as a group: • Divide the material between your team members • Build a 15-minute presentation to teach back the key learnings • Upload the presentation on Sharepoint. 
 
 01_Core module > SD > Module deliverables > Today’s date 11:00 including break

Service Design The knowledge of your group in Sharepoint Group 1: 
 How to prepare and facilitate a co-design workshop Add your personal experience.
 
 Tip: for « The Workshopper Playbook » read only sections I and II. Group 2:
 How to use low- fi prototyping in co- creation workshops Add your personal experience. Group 3:
 How to document the results of workshops
 
 Add your personal experience. 1 2 3

Enjoy a break

Service Design Group 1: How to prepare and facilitate a 
 co-design workshop?

Service Design Peer teaching Learn from the teachings 
 of your peers. 15 minutes

Service Design Three pro tips Use Canvases to lead the workshop Use an existing Canvas or build a custom one to: ensure that you’ll get the content you need out of the workshop, make the report easier, and make the workshop easier to follow for participants. Make variations and test them out Test the workshop schedule with the decision maker and one participant. Show the assignment Have the assignment of each activity visible and clear (printed or on a slide) so that participants can come back to it when they are lost. 1 2 3

Service Design Use Canvases to lead the workshop Use an existing Canvas or build a custom one to: ensure that you’ll get the content you need out of the workshop, make the report easier, and make the workshop easier to follow for participants. 1

Service Design Practice Create a 4 hours workshop for your project with 5 stakeholders and 5 users. • Plan by the minute • Include introduction, breaks, conclusion and bu ff er time • Cut it then down to a minimal 20-minute version • Remix the groups so that one member of each previous group is part of each new group

Service Design Debrie fi ng and Q&A 15 minutes What did you learn 
 in this way of working?

Enjoy your lunch

Service Design Group 2: How to use low- fi prototyping in co-creation workshops?

Service Design Peer teaching Learn from the teachings 
 of your peers. 15 minutes

Service Design Three pro tips Show how shitty 
 you are at it Make a terrible example to make people feel con fi dent in doing it and lower the expectations of quality. Use digital to create a wow moment Turn low- fi prototypes into something bigger with tools like Marvel Pop (sketches to clickable prototypes) or Relume (Sitemap to Wireframe) Make your 
 own legos Build your own lego blocks, or steal existing ones, like SAP scenes. 1 2 3

Service Design Three pro tips Make your 
 own legos Build your own lego blocks, or steal existing ones, like SAP scenes. 3

Service Design Practice Add a co-creative exercise to your workshop schedule and run it with the team. • One person is the facilitator • The others do the workshop • The facilitator takes photos during the workshop • Keep the results of the workshop for the next practice round. 30 minutes

Service Design Debrie fi ng and Q&A 15 minutes What did you learn 
 in this way of working?

Service Design Group 3: 
 How to document the results of workshops?

Service Design Peer teaching Learn from the teachings 
 of your peers. 15 minutes

Service Design Three pro tips Make people do it for you Ask workshop participants to make the summary for you. Record the video pitches. Canvases 
 help a ton Canvases automatically provide an excellent summary of the workshop results. To make them look better, you have to retype them. You can even work digitally during the workshop to reduce the work later. It doesn’t have 
 to be slides. I’ve made quicker reports using Notion and I’ve made more complex reports as websites built with Canva that are more easily shared. 1 2 3

Service Design Three pro tips It doesn’t have 
 to be slides. I’ve made quicker reports using Notion and I’ve made more complex reports as websites built with Canva that are more easily shared. 3

Service Design Practice Create a workshop report of your workshop. The format is totally free, so be creative and smart. 30 minutes

Service Design Debrie fi ng and Q&A 15 minutes What did you learn 
 in this way of working?

Enjoy a break

Service Design Expert Q&A

Service Design The challenge Ask questions to an expert and network 
 with a brilliant Service Design mind.

Service Design Prepare questions 5 minutes • Think about what you want to ask the guest. • Not all questions will be answered during the call. Ask them personally via Linkedin after the course.

Service Design Assignment

Service Design Assignment for next time 10 shitty ideas • Bring 10 shitty early ideas of what today inspired you. • Make it concrete for a personal project. • Make them tangible (not just words): sketch, prototype, visualise. • Not all ideas have to be developed at the same level of fi delity. • You’ll have to present those ideas on the next core module day.

Service Design Conclusion

Service Design Bravo!

Service Design Learnings from the day

Service Design How to prepare a workshop Learnings from the debrie fi ng • Be a good host and come • The location sets the tone and can create a safer space. • Don’t reveal too much at the start to not bias people • Set the expectations about the workshop results • Prepare well, then be fl exible during the session • Give control to the participants • Make sure that everyone shares something

Service Design How to run a co-creation session Learnings from the debrie fi ng • Use simple technology like Lego Robotics or Arduino • Low- fi delity doesn’t mean no technology • Use video games like Sim4 to simulate elements • You don’t always need to start from scratch, you can ask people to improve / redesign existing services or products • You can pilot-test a workshop or a co-creation session with friends before doing it for real. • Through making and building together slowly, people open up • Role play and clear rules work well for introverts.

Service Design How to document a workshop Learnings from the debrie fi ng • Start with the report during the workshop • Making the report is the moment when you realise if you achieved the goal of the workshop or not • Use simple and clear language and assume it will be read by people without context. • You can do multiple reports instead of a big one: a small summary, one that contains all the results and methodology and even personal re fl ections. • You can record and transcribe remote meetings or workshops automatically (make sure people speak only one language and no dialect). You can use Descript or a similar tool to quickly edit those recordings.

Service Design The summary.

Service Design What happens today? Program • Reading • 3x learning loop • Learn by teaching • Pro tips and Q&A • Practice exercise • Debrie fi ng • Guest Q&A • Assignment and conclusion • Timing • Lunch around 12:00 • End at 17:00

Service Design Why did we do this? Program Using the best way to learn Teaching is one of the best ways to really learn something. Workshops are a base tool A lot of the work in Service Design happens in workshops. Knowing how to lead them makes you a great Service Design practitioner. Network The guest Q&A is an opportunity to network with great Service Design minds

Service Design The mindset that sums it all up As Service Design practitioners we are curious humans who love to make shit happen and still can talk about their feelings.

Service Design What happens next How does this course build with the rest? When What Topic October 24th Setting up a project Leading Conversations October 31st Ideation methods & facilitation Leading Conversations November 7th Business Design Introduction Service Design for People, Public and Planet November 28th Research 2 Service Design Basics

Service Design Let’s wrap up.

Service Design Stars and wishes 1 minute • Write down one star (an element you loved today). • And one wish (an element that could be improved). • One element per sticky note. • Place them on the wall and group them by similar ideas.

Service Design Thanks for today!

Service Design Bravo!

Service Design See you soon Daniele Catalanotto Illustrations: from the Milano set by Streamline HQ Licence: this work is licensed under Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International