This course will introduce you to the fundamentals of service design and how it’s evolving to drive change within government, public and social sectors.

Service Design is a human-centred process that takes into account how all parts of a service work together to meet not just the needs of the people that use it but also the organisations that deliver it. It’s much more than post-it notes and high fives. It gets to the root of systemic and complex problems and provides the tools and methods to deliver and drive sustainable change.


The course is split over 2 days consisting of 2 x 3.5 hours facilitated learning sessions and 1 hour of content to consume at your own pace. 


Tue, 27 & Weds 28th  Sep 2022

Tue, 17th & Weds 18th Jan 2023

We can also run a version for companies with groups of up to 25 and tailor the content for you. Contact training@wearesnook.com to chat.


This practical introduction to service design allows you to learn by doing, supported through real world experience and case studies.

Building on examples from over a decade of Snook’s experience designing and implementing services with clients, course modules will include:

  • Introduction to service design
  • User needs for service development
  • Inclusive and diverse user research
  • Service blueprinting
  • Journey mapping
  • Defining user groups and scenario mapping
  • Service proposition development
  • Prototyping services

Who is this course for?

Those looking to move into service design or combine it with other disciplines.

Those who work closely with service designers as part of their roles (for example business analysts and service improvement teams).

Client teams who want to understand service design better so they get the most out of working with service designers.

What software or tools do you need?

The course is run remotely via Zoom. Bring pen and paper for sketching or taking notes. 

The training material will be sent to you afterwards. 

Who will you learn with?

Tash Willcocks  

Tash is the Head of Learning at Snook, if you want to talk training talk to Tash. She trains Snook staff in the latest design techniques as well as learning from them in turn. Every client and project we have at Snook broadens our understanding of service design and we love to share this learning. 

Previous to working at Snook, Tash was the Director of Masters at Hyper Island, an international creative business school. She also talks at conferences and events globally like TedX MCR, Refresh Rocks Estonia, Creative Mornings Gothenburg & for HEC in San Francisco. 

Val Mitchell

As Snook’s academic training lead, Val helps Tash design and deliver learning sessions for clients and Snook staff. Val is an experienced design researcher and is on partial secondment from Loughborough University where she leads the User Experience and Service Design Masters programme. 

What do people say about this course?

“A fabulously thought-provoking session, working with a curious group of thinkers and questioners to learn some of the tools of Service Design. The Snook team provided a thoroughly engaging and participatory workshop, bringing together diverse thinkers to collaborate on a live brief”

Imogen Aylwin, Design Researcher & Podcast Host at Headway

User Journey Mapping & Service Blueprinting Essentials

A hands on course for people wanting to understand the practicalities and uses of journey maps & blueprints.

Planet-Centred Design Training for Digital Designers

Learn how to make better design decisions that consider the impact on the environment. This course will improve your ability to ask questions and spot opportunities that benefit the planet. 

  • Next start date: We run these as requested

Service Design Training for Housing Providers

This is aimed at upskilling those involved in providing housing to the public in designing to meet real human needs. From learning how to engage with tenants to finding practical ways to respond to new Government guidelines for safety and net-zero targets. Service design can help transform the future of housing.

  • Next start date:
  • 26th of May

Service Design Masterclasses

Masterclasses are a deep dive into service design methods – from user research and customer journey mapping to digital prototyping and beyond. You can either choose from existing courses or create something bespoke with one of our Learning Design team.

  • Next start date: We run these as requested