What is service design and how can you use it to create better experiences?

Struggle with the challenge of creating a great experience for your program participants or donors while balancing the needs of staff or volunteers or your organization?  Trying to develop a new program, new event, new campaign, new operational capacity – and feel like you’re constantly discovering another missing piece you didn’t have in place? 

Service design considers the needs of all stakeholders involved in a service or experience, how to create value both for the user and the provider, and all of the supporting infrastructure or processes needed to make that happen. 

In this 30-minute talk from the 2022 Nonprofit Technology Conference, I provide an overview of service design and introduce a core method, the service blueprint, as a way to help you think through and plan what’s needed to deliver the experiences or outcomes you’re hoping to achieve for new and for existing programs.