Service Design

Visuals Make the DifferenceThink Differently!Design Team at Work
Need new services to meet changing demands?
Wondering how to design services faster...and better?
Working harder to maintain client loyalty than you used to?


Service Design is an exciting new set of tools and a customer-centric approach to developing new services or re-thinking those that have lost their edge. PKR works with your teams to teach these new fundamentals as teams gather client data, develop and test prototypes, and launch new services. We include developing business models in our approach.
Workshops for Immediate Impact:
  • Introduction to Service Design gets your teams going.
  • ServiceDesignLab™ gives them tools, dedicated time, and consulting guidance to develop testable prototypes and a sound business model.
  • LaunchPad™ puts the finishing touches on the new service, complete with business model.
Engage. Envision. Enact.
Introduction to Service Design

Ground. Get service design teams off to a strong start with this fast-paced and practical one-day workshop that introduces service design methods and tools. Team members see examples and practice the approach before they try to apply to actual service design projects. Set service design thinking in motion in your organization to make good design choices and challenge the status quo with user-focused innovations.
ServiceDesignLab

Produce. This two-day intensive working session for teams from one or more participating organizations produces a service design. Using a guide provided ahead of time, teams choose their service design project (either a new design or a re-design of an existing service), collect critical information about users and context, and prepare to hit the ground running once they get to the Lab.

The Lab also addresses the service business model: the value proposition, cost structure, revenue streams, key partners, key activities, key resources, customer relationships, delivery channels, and customer segments.

Service Design Teams leave the Lab ready to prototype or test their new service design. They are clear on the test data to collect.
LaunchPad

Launch. A one-day follow-up workshop carves out time and a method for teams to analyze data from the service design test, to refine the design, and to plan the formal release of the service to its intended users.

Profound Knowledge Resources

About Dr. Leddick

Susan Leddick is a consultant in organization design and improvement. An effective consultant and trainer with extensive experience in both the public and private sectors, Susan helps you and your team develop practical solutions based on sound theoretical principles.

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Process Improvement is the basic workhorse for increasing organization performance. Based on Dr. Deming’s Plan-Do-Study-Act Cycle (PDSA), PKR’s approach is a step-by-step method that has reliably produced improvements in quality, cycle time, client satisfaction, cost, and staff efficacy in hundreds of settings over the past two decades. As applicable in a state department of education as in a manufacturing plant, process improvement is a core competency for the 21st Century worker. Our approach to process improvement enhances work you may already be doing as Professional Learning Communities, communities of practice, or Action Research.

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Service Design

Service Design is an exciting new development for all service providers. Service Design helps design teams get more focused on the client, think more broadly about the client's experience with the service, speed up the development cycle, and encourage more innovation. New tools and design practices tailored especially for the creation or redesign of new or existing services can be transferred to other service projects.

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Organization Design

Organization Design is for two kinds of situations: the need to create a brand new organization (whole or part) and the need to make a fundamental shift from the organization of yesterday to one more suited to today and tomorrow. In the second situation, leaders find their organization’s context changing so rapidly that new functions, structures, and processes are called for. A pivot from the past to the preferred future is the essence of organization design. Organization Design entails problem formulation, design, and implementation planning. It is based on what people want, not what they want to get rid of. The theory base is social systems.

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