A two-day customised in-person course for people overseeing services at ELEXON, covering service fundamentals, journey mapping, service blueprints and portfolio management.
The context After the initial service design awareness programme for 250 people at ELEXON, a smaller group of people who oversee services wanted a deeper, more tailored course. They needed more than an introduction: they needed practical tools to manage services, understand customer journeys, and make prioritisation decisions across a complex portfolio. ELEXON asked Gerry Scullion and Marc Stickdorn to design a bespoke two day course built around the day to day realities of service oversight and portfolio management in the energy sector. What we did Over two days in London, we delivered a customised, in person service design course for the people responsible for overseeing services at ELEXON. The programme was co designed with ELEXON to make sure every session was relevant to their operating environment and the decisions their service managers face. The course covered: 1. Understanding what a service is. We established a shared definition of service, distinguishing service design from process improvement, UX, product management and delivery alone. 2. Managing a service. Practical frameworks for service ownership, governance, performance and continuous improvement — including how to
Humana Design — service design and design research consultancy, Dublin, Ireland.