The Service Design Bootcamp was a yearly program where consultants and leaders from multiple functions within Deloitte Digital EMEA gathered in Milan, to participate in a 5-day Service Design sprint. The goal? Spreading the word about the value that a consumer-centric mindset can bring to all areas to the organisation, regardless of their focus.
Role
Service Design coach
Tools & activities
Design research, shadowing, service safari, social listening, trend analysis, concept development, journey mapping, physical prototyping.
The 5-day sprint guided participants through the design process, starting by framing a problem, exploring opportunities, defining a concept, testing it and finally, creating a draft for its implementation. Throughout the process, participants learned also a bit of theory behind the most common Service Design tools and methods, thanks to an ongoing collaboration between Deloitte Digital and the university of Politecnico di Milano.
The biggest lesson? Service safaris are an underestimated tool. It’s the one activity we hardly ever include in our project plans, but that can spark the most ideas, specially if it’s conducted outside of our industry of focus.
Taking our participants all around Milan to have first hand experiences and observe others interacting with brands and retail spaces was a great way to show them the value of qualitative research to take informed decisions.