A six-week online advanced service design programme for Gusto's design and innovation teams in New York, teaching core service design skills through a project-based approach with support from the Chief Product Officer.
The context Gusto, a leading people platform based in New York, wanted to lift the service design capability of its design and innovation teams. The brief was to run an advanced, practical programme that would give participants a full set of core service design skills — not as a one off workshop, but as a sustained, project based learning experience they could apply directly to live work. The programme was delivered entirely online over six weeks in mid 2025, with the active support of Gusto's Chief Product Officer . What we did Gerry Scullion designed and led a six week advanced service design programme for Gusto's design and innovation teams. The format was intentionally project based: participants learned methods by applying them to real service challenges, building confidence and muscle memory as the weeks progressed. The programme covered the core service design skill set: 1. Service design fundamentals. Reframing problems as service challenges, mapping actors and value exchanges, and understanding how experiences are delivered across touchpoints and time. 2. Design research. Planning and conducting research that reveals what people actually do, need and feel — then turning fi
Humana Design — service design and design research consultancy, Dublin, Ireland.