Course Description

An Introduction to Service Design

This short course provides and introduction to service design, its key principles and mindset. Roughly 90 minutes of content are divided into bite-sized video lectures so you can snack on them – or binge watch – in whatever way fits your schedule and preference.

Since Service Design is a broad discipline, this course takes a helicopter view to lay the foundations, while further courses take deep dives into specific areas. I hope you enjoy them!

Course curriculum

  • 1

    Introduction to Service Design

    • Welcome note from Andy

    • 00 The Service Design Mindset

    • 01 Key Principles - Time and Channels

    • 02 Key Principles - Service Design is about mapping and designing ecosystems

    • 03 Key Principles - Front and Back Stage

    • 04 Key Principles - Mind the gaps

    • 05 Key Principles – Design out the jank

    • 06 Key Principles – Start with the people

    • 07 Key Principles – Designing services means designing organisations


  • Why should I learn from you?

    I am the co-author of one of the industry standard books on service design called Service Design: From Insight to Implementation and come with three decades of experience in design and education. I've taught design and innovation methods to several hundred people over the years, from C-Suite executives to students. If you would like to see more of my industry experience, you can find me on LinkedIn here:

  • How long can I access the content?

    The price includes six months of access to the course materials. You can watch them as often as you like.

  • How does this course work?

    This is a video only course is made up of a series of bite-sized lectures covering roughly 90 minutes of content for you watch at your own pace.

  • Do you offer group/team discounts?

    Yes. For block bookings of 10 seats or more, please get in touch here:

  • Do you offer live teaching of this course as a workshop?

    Yes! I offer a variety of training and coaching services and the courses you see on this site are all available in longer-form, live workshops that can be one-off training or form a longer-program. You can get in touch with me here to discuss your needs: