Next public workshop happens on Tues Nov 19, 2024 and tickets are on sale now.

In this two hour hands-on online workshop, we’ll teach a framework to unpack what a service should do. We’ll then use this as the definition of success to identify practical indicators that help everyone see how to contribute to its success. It’s a technique that works equally well for user research and design, product, operations, strategy, technology, policy or compliance.

This masterclass will equip you with the practical tools and ideas to look at service performance clearly and holistically, inclusive of user needs, operational and business goals, and strategic or policy aims. It’s not just theory, it’s grounded and detailed enough to bring direction to work and guiding parameters for teams. 

The workshop is based on practical examples from real organisations, and includes access to reusable tools and templates to put what you learn into practice fast. 

It’s designed to put you in a stronger position to help your organisation measure and improve the services it provides to people, consistently and successfully. 

Live online workshop: How to define and measure service success

The course covers 

  • How to define successful outcomes for services to guide the work of teams, to shape discoveries, or to scope projects

  • Using service performance as the basis to measure services and to drive continuous service improvement

  • Working with and communicating trade offs that are often at the heart of real world service delivery 

  • Tips and advice for developing shared views, agreement and cohesion across your organisation

What people are saying

  • Kate's insightful talk captivated over 100 colleagues across the organisation. Often when you are head down running at pace it can be the most valuable time to take a look sideways and listen to what others have learnt. It was inspiring to delve into different approaches to collaboratively improve our services for customers and uses. A great and thought-provoking session.

    Jeanette Clement, Head of Design at EE, BT Group plc

  • The talk was hands down the best I've been to. I loved how your presentation was to the point and you opened up the floor for conversations to happen.

    Suliman Khan, Senior UX Consultant

  • Your expertise and passion for the subject matter truly shone through, and it was a privilege to have the opportunity to learn from your extensive knowledge. I was particularly impressed by the clarity and organisation of your ideas. The insights and perspectives you shared have undoubtedly expanded the teams understanding of the topic and provided me with valuable takeaways that I can apply in my own work

    Ben Howes, Operations Director

  • Thanks for the insightful presentation. Also big kudos for the book. Would have loved to have it already four years ago, when kicking-off the transformation of a large in-house service unit.

    Isabell, Service Design Lead

  • Great talk today by the legend that is Kate Tarling on how service design, a product mindset and user centred design can be successful in big organisations.

    Conor Ward, Director of Design, EE, BT & Plusnet