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Service Design and Innovation Intensive

Service Design and Innovation Intensive

London College of Communication
Taught by
Phillippa Rose, Mo-Ling Chui, A respected industry expert


Are you ready to drive innovation, adapt for the future, and better understand your users? With a bespoke 3 day practical course, LCC offers a fun but immersive learning experience, working in multidisciplinary teams on live briefs, problem solving, co-designing and prototyping solutions. By the end of the course, you will be able to apply a range service design tools to better engage with your customers and stakeholders, tackle business challenges, and innovate.

This course will explore service design as a human centred problem solving process. It will consider the importance of staff, users and everyone that has a relationship with a service. Through a dynamic mix of short talks and guided hands-on teamwork including a range of invaluable tools for problem solving, customer research and business development, you will understand the theory and application of service design. You will be guided through a tried and tested design process in teams to respond to a live brief and develop a potential product/service. Working will be intense and collaborative, and overall rewarding.

Content and Structure
Teaching and learning is based on LCC’s MA Service Experience Design and Innovation. Communication and innovation are at the core of service design, as with all the courses of the College. On this course the methodologies typical of service design will be enhanced by LCC’s historical leadership in the fields of communication. Methods and tools will include:

  • User research
  • Stakeholder mapping and profiling
  • Prototyping (digital and physical), testing and improving
  • Co-design and facilitation
  • Information analysis and synthesis (customer journey mapping and blueprinting)
  • Ideation
  • Business modelling (including lean and agile approaches)

By the end of this course you should be able to:

  • Understand the principles of designing thinking, and practical tools to take away
  • Solve business problems and make better decisions through creative thinking
  • Describe and pitch your ideas to internal and external stakeholders
  • Find and use a range of techniques for innovation thinking, to address business and operational challenges in your own organisation
  • Instigate real service innovation projects in your organisation

Intermediate. If you are in a role with innovation, strategy, design or customer service as part of your remit you will gain valuable skills and knowledge you can apply directly to your work. Delegates in the past have included mechanical engineers, students and UX designers, they come from a range of public and corporate organisations.

Follow Up Courses
After you have completed this course you may want to learn more about cutting-edge Speculative and Critical Design practices or how to put User Experience Design into practice.

Customised Training
We also offer bespoke service design courses for groups, individuals and businesses. To find out more, visit our Customised Training page. If you're interested in Online study options, you might like our Service Design (Online) course.

“What I really liked about the course was what we managed to get through - it was really amazing going from the double diamond process, the discovery phase, all the way through to how were going to deliver the idea at the end with the business model canvas … There were some really useful tools that I’m going to take away back to my work and share with my colleagues.” – Zoe
“I really enjoyed learning about all the different tools for ideation and then refining those ideas and bringing them to something that you can actually deliver to a client or a policy maker, or any one that has given you a design brief to work on.” – Colin
“I needed to learn to approach my projects and services from a human perspective and not from a company perspective. [On this course] I learnt very interesting and useful methodologies and processes that I can follow in order to provide my users and customers with better services, and I’m going to take all of them on board!” – Michaela

This cool Prezi was created by previous delegate Andrew. Watch it to get a feel for the course content.

Image Gallery
Take a look at our Flickr Image Gallery to see inside the classroom during one of previous Service Design and Innovation Intensive courses.

Tutor Description

Phillippa Rose has been a service designer and facilitator since 2005, working one:one and with small groups on research, problem solving and strategic visioning to help organisations become more agile, adapt for the future and become genuinely user driven. 

Clients have ranged from niche brands Animal and Nkuku, through to fast growing technology company Blur Group, various government departments and The Open Data Institute. Most recently Phillippa has been working with The App Business and The Met Office leading on user research for their 2016 weather App. She also enjoys teaching on the MA Service Experience Design and Innovation course, the BA Design Management and Cultures course, and is contributing to the forthcoming This is Service Design Doing book.

Mo-Ling Chui is the course director for BA (Hons) Design Management and Cultures at London College of Communication, UAL, as well as a creative strategist, consultant, facilitator, project manager, and curator with over 15 years of creating, managing and delivering diverse projects.
Mo-Ling has also developed and led teams as a creative director for experiential agencies Momentum (McCann Erickson) in China and the BrandLIVE group in Canada. Here she gained expertise in designing and managing large-scale cultural and corporate pavilions (Olympics and World Expos), activation campaigns, mounting public participatory projects and strategically orienting brands to new and Chinese markets. In the past few years Mo-Ling has been developing human-centred research and consultancy experience in strategic, and service-oriented design and design thinking/doing for education, transformation and innovation; she is an associate at
Mo-Ling graduated from London College of Printing in 2002 with an MA in Interactive multimedia design, studied at SOAS in Eastern Religions and BA International Relations majoring in Asian and cultural studies from the University of British Columbia in Canada. Her own research and creative practice explores themes of shifting and emerging cultural/ digital identities, creativity pedagogy, design competencies; ethnography and design thinking/doing; contemporary Chinese and Asian creativity, design, social innovation and cultural insight.

This course will be taught by a respected industry expert.

Available dates