This course will introduce you to the fundamentals of service design and how it is 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. 

Upcoming Dates

Next start date coming soon.

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?

Dr Val Mitchell

As Snook’s academic training lead, Val helps 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. 

Olivia Holbrook

Olivia is a Senior Service Designer and training lead here at Snook. She’s passionate about human-centred design and its potential to combine innovation, creativity and culture.   Olivia’s interest and passion lies in doing service design in public and third sectors and she has a range of experience in design, from discovery through to delivery as well as training.

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

A Practical Introduction to Content Design

Content design is essential to make services accessible and easy for everyone to use. Learn how to improve your services by creating inclusive and accessible content that meets your users’ needs.

Wed 15th May 2024, 09:30 – 13:30 BST
Early Bird: £195

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User Centred Systems Thinking

Learn how to apply a user-centred approach to systems thinking. Understand how to address complex problems and deliver holistic solutions.


Course runs over 2 half days

Tues 21st May 2024, 09:30 – 13:00 GMT
Wed 22nd May 2024, 09:30 – 13:00 GMT
Early bird £390

Book now

Designing for Behaviour Change

Snook’s practical introduction to designing behaviours – learn about behaviour design, what is it, how it works, and how it can add value for reframing problems including the environment and sustainability!



Analysing User Research Data

Learn how to analyse qualitative data on user research projects and create high-quality insights that your team can act on.

User Journey Mapping & Service Blueprinting Essentials

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

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.

Planet-Centred Design Training

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. 

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.