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Service Design

Service Design

Central Saint Martins
Taught by
Phillippa Rose, Marc Garcia Fortuny


Ready to drive innovation at your organisation, creating positive change and understand your customers at a deeper level? On this immersive 5 day service design course you will be taught by experts Phillippa Rose and Marc Garcia Fortuny, get practical experience working in teams on live briefs and have the chance to network with London’s service design leaders.

In the first two days we will cover the fundamentals of user research, and service design interrogating and reframing a shared design challenge, we will spend the following two days developing and testing solutions. We’ll end a four day process developing concepts and sharing them through informal presentations and basic prototypes.

Through a dynamic mix of short talks, demonstrations, and guided hands-on teamwork, we will introduce you to valuable take-away tools to help innovate internally; to optimise internal systems, increase collaboration and performance, combined with tools to help deepen understanding of customers and market opportunities. 

The final day of the course will be spent on reflection, critical thinking and exploring real word application - embedding your learning and developing priorities and individual action plans to entrench your learning within your own specific practice.

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.
  • You follow a design thinking process over four days with the 5th day focussed on reflection and real world application to your own specific work related challenges 
  • Methods covered include user research, scoping, stakeholder mapping, journey mapping, personas, problem definition, user needs, ideation, prototyping & testing, and service blueprinting

 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


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

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.

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.


 Please bring with you to the first session:

  • Notebook
  • Inspiring books
  • Magazines and publications


  • Laptop
  • Smart tablet
  • Digital camera (phone camera)
  • Video or audio recorder

Available dates