{"id":5904,"date":"2025-04-09T06:30:27","date_gmt":"2025-04-09T06:30:27","guid":{"rendered":"https:\/\/www.open.ac.uk\/blogs\/design\/?p=5904"},"modified":"2025-04-09T06:30:59","modified_gmt":"2025-04-09T06:30:59","slug":"service-design-in-practice-reflections-on-co-teaching-for-the-t190-module","status":"publish","type":"post","link":"https:\/\/www.open.ac.uk\/blogs\/design\/service-design-in-practice-reflections-on-co-teaching-for-the-t190-module\/","title":{"rendered":"Service Design in Practice: Reflections on Co-Teaching for the T190 Module"},"content":{"rendered":"

By Rachel A. Wood & Samantha <\/span>Osys.<\/span><\/em><\/p>\n

Earlier this month, we had the pleasure of co-teaching a session on <\/span>Service Design in Practice<\/span><\/i> as part of the Open University\u2019s T190 module. As both PhD researchers and service designers, we wanted to offer students a real-world perspective on how service design unfolds in practice. The session was a mix of sharing our experiences, using practical tools, and having an honest conversation about the challenges and rewards of working in the field.<\/span>\u00a0<\/span><\/p>\n

We split the session into three parts: Sam kicked things off with a live Miro whiteboard walkthrough, Rachel followed with examples from her own work, and then we wrapped up with a lively Q&A session. The energy and interaction from the students made it an engaging and insightful hour for all of us.<\/span>\u00a0<\/span><\/p>\n

Part 1: Sam on Practice and Process<\/span><\/b>\u00a0<\/span><\/p>\n

We began by introducing ourselves. Sam shared a bit about her role as a service designer in the banking sector and her PhD research with the Open University, which focuses on ethics in design practice.\u00a0<\/span>\u00a0<\/span><\/p>\n

\"screenshot<\/p>\n

For this section, Sam used <\/span>Miro<\/a>, a virtual whiteboard, to walk students through some of the methods she uses in her day-to-day work. She explained the Double Diamond framework<\/a>, which is the preferred Design framework in most organisations she has worked with. She also introduced methods from the LUMA Institute<\/a> and human-centred design, which are key to how she works.<\/p>\n

One of the main points Sam made was about how we communicate our work to stakeholders\u2014especially as many often say they don\u2019t \u201cget design.\u201d She shared one of her go-to tools, the \u201cFrankenstein\u201d journey mapping template that she created a few years ago. It combines three methods: interviewing<\/a>, experience diagramming<\/a>, and \u2018Rose-Thorn-Bud\u2019<\/a>. It\u2019s a handy template for when time in a project is tight \u2013 so always!<\/p>\n

\"Screenshot<\/p>\n

Sam also shared two examples to bring things to life. The first was a project where two colleagues asked for help using LUMA design thinking methods to understand why employees were volunteering outside the organisation rather than using internal schemes. Sam helped them build a workshop to explore the issue using design thinking methods.<\/p>\n

The second example came from Sam\u2019s work on the NHS Test and Trace programme<\/a> during the COVID-19 pandemic. The project aimed to improve communication around self-isolation, and it was one of those amazing projects that one remembers throughout one’s career. However, this experience also highlighted how service designers must adapt quickly, collaborate under pressure, and keep iterating when global catastrophes, such as a pandemic, happen.<\/span>\u00a0<\/span><\/p>\n

Part 2: Rachel on the power of service design tools\u00a0<\/span><\/b>\u00a0<\/span><\/p>\n

Next up, Rachel talked about her background and passion for service design. Her journey with the profession started in the 1990s when she worked with ITIL (IT Infrastructure Library), and she has been a design leader since 2014. Her part of the talk was based on personas, user stories and empathy mapping. Like Sam she has also been doing a design PhD since 2022.<\/span>\u00a0<\/span><\/p>\n

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Rachel decided to talk about these tools, as they are all incredibly important for \u2018giving voice\u2019 and making sure the human remains central to the design process. They are something which she focuses on a lot in her practice and industry life. She also made the point that they are strong story telling methods when collaborating with stakeholders, and she often refers to them as \u2018what matters to me\u2019 or the \u2018manual of me\u2019 (in other words the beneficiaries of the service).<\/span>\u00a0<\/span><\/p>\n

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She talked through this with examples related to volunteering and how these examples are documented in both narratives and canvas artifacts. It was also explored how these design contributions can be transformed into implementation and development activity.<\/span>\u00a0<\/span><\/p>\n

The Power of Presentation Methods: Why We Chose Different Tools<\/span><\/b>\u00a0<\/span><\/p>\n

One of the key decisions we made when planning this session was to use different presentation methods. Sam went with a Miro whiteboard, while Rachel used a slide deck. Why? We wanted to show students that there isn\u2019t just one \u201cright\u201d way to present ideas in design practice. What matters is the story you\u2019re telling and how you tailor the communication for your audience.<\/span>\u00a0<\/span><\/p>\n

In our experience, the format, whether it\u2019s a digital whiteboard, slides, or something else is just a tool, but what\u2019s important is how you tell the story. When collaborating with stakeholders, especially in environments where design isn\u2019t fully understood, it\u2019s vital to adjust how you present ideas. Sometimes a Miro board is ideal for brainstorming and collaboration, while a slide deck can be more structured and digestible.<\/span>\u00a0<\/span><\/p>\n

We wanted to make this point clear that presentation methods should be flexible depending on your audience and the context. A good designer knows when to adapt their approach to make sure the message gets across.<\/span>\u00a0<\/span><\/p>\n

Shared Takeaways: Four Reflections from Practice<\/span><\/b>\u00a0<\/span><\/p>\n

At the end of Rachel\u2019s presentation, we shared a slide with our four key takeaways for the session. These points came from our own practice and reflected what we\u2019ve learned over the years:<\/span>\u00a0<\/span><\/p>\n