Writing Business Cases for Service Design (£430 + VAT)

This course is for user-centred design practitioners and change-makers looking to make the case for service design and gain confidence in financial and risk analysis to prove the value of change in their organisations.

• Understand how to put a price on bad service design, and a cost on improving it
• Understand the financial structures of organisations and how these affect services
• Understand the financial structures of organisations and how these affect services
• Understand the importance of business models and plan the right one for your service 
• Learn how to assess the risk and financial profile of your service
• Construct a compelling financial or risk-based case for change

1. Introduction to service economics

• Understand how money and risk influence the design and development of services
• Understand the language of our stakeholders, where, when, and how to put forward a compelling case for change

2. Mapping your business model

• Understand the components of a business model and how different types of business models will affect your service
• Understand the existing financial / business model of your service and what success looks like 

3. Understanding business cases

• Understand the key elements of a business case, from costs, to risks and outcomes
• Learn which of these is most important based on your stakeholders and business model 
• Formulate a plan for creating a case for your business or organisation

4. Identifying unnecessary costs and risks in your service  

• Understand key concepts of financial service planning
• Understand types of costs that affect your service - from overhead costs and opportunity cost to capital costs 
• Identify financial problems in your service, opportunity areas and risks when meeting outcomes 
• Calculate how much your service costs to run and calculate the cost of service failure
• Quantitatively map user or societal outcomes 
• Reviewing the costs and risks of your service to identify areas where a case for change can be created

5. Calculating the cost of change

• Calculate the time, effort and cost of change to your service
• Learn how to calculate benefit-cost ratio of change
• Create a benefit-cost ratio statement 

6. Understanding risks assumptions & contingency planning

• Understand the assumptions in your proposal for change and identify the risks of this work 
• Understand how to quantify the risk of change
• Learn how to avoid, transfer or mitigate different types of service development risk
• Create a risk register  that accurately communicates your progress to your stakeholders

7. Making the case for change

• Understand the financial cycles and mechanisms of your organisation and how to use them to your advantage
• Understand the different routes to permission within your organisation
• Create a clear pathway for approval for your change 

All classes are delivered live and online in small classes that are a mix of taught tuition, individual exercises, and group discussion.

Participants work on a service or case study of their choice so all course takeaways are able to be put into action immediately

Lou Downe is author of the bestselling book about how to design services that work - Good Services.

They founded the discipline of service design in the UK government, where they were national Design Director for 5 years - establishing the Government’s Service Standard and Design System and building a community of over 3,000 designers, user researchers and content designers - one of (if not the) largest design teams in the world.

Lou was nominated as one of the top 50 creative leaders in the UK in 2016 and one of the world's 100 most influential leaders in digital government in 2018 and is a passionate believer in the role of design to create a world which benefits everyone.

This masterclass can be delivered privately for your organisation. Drop us a line here to discuss.

Host or Publisher Good Services