Service design staples like journeys, blueprints, and principles are brilliant for creating a shared vision and a common direction. But you have to face the real world when you finally deliver a new service. What looked great in a blueprint might not work so well when trampled by a toddler who is 8 hours in to a 12 hour travel experience. Too often our tools are linear, only show the typical path, and lose power in the homestretch of implementation.

This workshop will provide service recovery and resiliency tools to help you bulletproof services early on, before that screaming toddler arrives.
In this workshop we will:
• Create a rapid service prototype and stress test it with service challenges from the “Oh My Heck” deck.
• Make our prototypes more robust with details, annotations, patterns, and branches, and with key insights from systemic resiliency and adaptive enterprise research.
• Use the service resiliency grid to evaluate how robust a service is, and how it can improve to handle the unexpected, the weird, and the everyday surprises of real world service delivery.

You will learn practical skills that will make the services you design the next week better than ever, because they will be more robust and able to handle the everyday surprises that come with real world service delivery.

You should bring your sense of humor and play, and a brief example of when a service has broken for you.

What topics will be covered?

Rapid Service Prototyping
Stress Testing Service Design with scenarios and roleplay
A systemic resiliency framework for designing resiliency into services
The service resiliency grid, a tool for assessing how robust a service is under different scenarios.

What exercises will be done?

1) Create a table top service prototype
2) Draw different service challenges from a deck and prototype solutions by roleplaying the scenario for resolution
3) Annotate service prototype with resiliency notes for conditional design considerations
4) Check resiliency with a service resiliency grid worksheet

What will the audience take away from this workshop?

1) Experience with service prototyping for tabletop and roleplaying
2) Tools for bulletproofing service designs so that they are more resilient
3) The service resiliency grid, a checklist to improve resiliency during design

Any requirements for attending?

Prerequisite: High altitude ninja training*

* Enthusiasm, a sense of humour, and interest in service design may be substituted for ninja training.