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More Service Design Success Stories

We are dedicated to supporting a growing community of change makers. We build the skills of design leaders and capacity in business to create better services and customer experiences.

People from across the world come to the Service Design Academy to learn how to design services well. Organisations discover how to build capacity and resilience to solve problems and transform. Accredited education programmes help create confident design thinkers and leaders.

If you haven’t seen our first blog post on this topic then you can read it here!

Three more learners share their service design journeys . . .

Everyone needs a Rip ’n’ Mix!

Karyn Lumsden is a Head of Brand and Communications and first became interested in the world of service design around a decade ago.

“It wasn’t a well-known concept at the time, especially in the public sector. I attended the first Dundee GovJam and I was hooked. I then applied to be a pioneer on the first SDA PDA and the rest is history!”

Coming from a marketing and communications background, Karyn found it refreshing to see methods and tools in place that backed up the way her mind worked.  

She explains: “I immersed myself into the world of service design and have managed to embed it within all areas of my remit. Everybody needs a Rip ’n’ Mix in their life! I met great people on the course, from all walks of life and business. Having us all in the same room, applying our knowledge was quite inspiring.”

Karyn continues to embed service design methodologies into her work and is currently leading on a strategic project that involves the redesign of many complex systems. 

It helps with those difficult conversations

Kevin Ditcham from Dundee is an Insight & Engagement Lead who is currently studying for a Professional Development Award at the Service Design Academy.

Kevin shares his journey so far: “At the start of the pandemic I got the opportunity to take
part in online ‘test classrooms’ for the SDA. I thought it sounded like a great idea and I’ve now progressed to studying for formal qualifications. The teaching team are just excellent – their ability to translate quite tricky concepts to a group of participants who are all from different backgrounds and fields of practice has been amazing! Humour along the way is always good, too, and keeps everyone engaged and hungry for more.

My key takeaway has been the opportunities and spaces that service design approaches create to have those difficult conversations – in teams, in organisations and across sectors. Being able to ‘step back’ with a service design mindset and see the whole picture is something that is so important and undoubtedly leads to change.

“The skills I have learnt and been able to put into practice at work have been wide ranging. You really will see a difference quite quickly in your leadership behaviours and mindset. You will leave with a new set of tools to add to your toolbox which will help you achieve those outcomes you’re striving for.”

Every school requires a tailored approach

Lynsey Clark from South Lanarkshire is a Design & Technology teacher.

Lynsey shares her experience: “The idea of designing a better service within education appealed to me as I believe that every young person is different, and every school therefore requires a tailored approach to providing the best opportunities. I was able to attend the PDA in Service Design course as part of my professional learning and was very lucky to be funded by my school.

“I learned about the ‘tools’ of service design including that to be effective it is about all stakeholders benefiting, not just the consumer/client. This is very important to me as I believe that teachers who feel empowered and fulfilled will transfer this to the pupils they teach.

“Just prior to lockdown, I felt that I had found a true need and desire in my setting for the opportunities that service design could bring to how we manage change and include all stakeholders in the process. I would like to see service design approaches applied at all levels of education, moving away from the traditional top-down approach, and putting education in the hands of the people at the frontline, practitioners, and young people.

For more information on the Service Design Academy visit: www.sda.ac.uk/contact/

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