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Service Design

Service Design

Central Saint Martins
Taught by
Marc Garcia Fortuny, Phillippa Rose


Service design adds value for users by improving their experiences across the various stages of a service. At the same time, it helps providers optimise their back-end operations.

In this beginners course you'll discover several methods for creating meaningful user experiences and designing effective and sustainable solutions. Rather than starting with a proposal and then adapting it to people, you will begin by understanding their needs in order to develop your solution.

Service design is essentially a people centred process. Where it has been applied, both in the public and private sectors, it has created a significant positive impact. Book your place now if you want to learn more about this emerging field.

Who should take this course?

  • Non-designers working in service industries.
  • Creative professionals looking to move into this emerging discipline.
  • Anyone interested in creative problem solving approaches and applied design thinking.

Topics covered

  • You will be working individually and in small teams engaging with practical activities in response to a client brief.
  • You will engage with a specific challenge and design a service-based proposal, which will be presented at the end of the course.
  • Visiting service design practitioners from leading European agencies will share their professional experience with the course participants providing mentoring support and workshops.
  • In the past years we invited practitioners from thinkpublic, live|work, Participle, Engine, Uscreate, FutureGov, Sidekick Studios, Claro Partners, the Helen Hamlyn Centre and Design Against Crime Research Centre.
  • A networking event at the end of the course will give the students the opportunity to meet the local service design community.

Level: This course is meant as a practical introduction to the field of service design and will provide tools and methods for designing services.

Entry requirements: None


"I would like to highlight about Service design short course it's extraordinary criterion and good balance between theoretical contents and practical exercises" - M Guerrero, December 2016

Please note: This course is for students aged 18 and older

Tutor Description

Marc Garcia Fortuny defines himself as a professional questioner and is the co-founder of We Question Our Project, a service design consultancy based in Barcelona. He works with governments, businesses and non-profit organisations in local, regional and European projects. He helps them to improve their services - digital and face-to-face - by creating spaces where everything can be questioned and by involving users and front-line workers.

Marc holds a Postgraduate degree in Design Thinking and Innovation and an MBA by EADA Business School. He is a graphic and digital designer by education and previous professional background. He lectures Design Thinking and Service Design at Bau Design School. He’s also a visiting lecturer at several universities such as the Mondragon University (master in strategic design for products and services) and the USFQ - Universidad San Francisco de Quito (Ecuador), and at the schools for civil servants from the National Government of Catalonia - Escola d’Administració Pública de Catalunya (EAPC).

Marc promotes service design for governments and public services by hosting the Barcelona GovJam. He is a regular speaker at events such as the Barcelona Design Week, Service Design in Government in London and the Innovation Week in Rome.

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.


 Please bring with you to the first session:

  • Notebook
  • Inspiring books
  • Magazines and publications


  • Laptop
  • Smart tablet
  • Digital camera
  • Video or audio recorder

Available dates