A two-day in-person training programme in London that introduced 250 people to service design thinking, from executives to frontline delivery teams.
The context ELEXON plays a central role in the UK energy market, managing the Balancing and Settlement Code. The organisation was investing in a clearer, more customer centred way of thinking about the services it runs and supports — and it needed a shared language for service design that would work across executives, analysts, operational teams and delivery partners. Rather than a small, specialised cohort, the brief was ambitious: introduce service design thinking to 250 people in a short, focused programme that would be accessible to a wide range of roles and experience levels. What we did Over two days in London, Gerry Scullion and Marc Stickdorn delivered a series of in person, 90 minute service design training sessions. The programme was designed to be practical and inclusive: 1. Accessible introductions to service design. Each session framed what service design is, why it matters, and how it differs from process improvement, UX or product design alone. 2. Real world examples from the energy sector and beyond. Drawing on live projects, participants could see how service design applies to complex, regulated environments. 3. Hands on thinking exercises. Short activities helped
Humana Design — service design and design research consultancy, Dublin, Ireland.