/ Class details
Service Design Masterclass
2026 July 10, 13, 15, 17
The Experience Masterclass is a highly engaging, practical, inspiring and fun opportunity to experience and use service design methods and tools.
Working in teams on relevant challenges to your organisation, you will learn and apply design methods with insights and case studies along the way. Develop collaboration skills, a curiosity for insight, customer empathy, inclusivity, creativity, envisioning, storytelling and leadership.
/ Who is this for
Business leaders
A hands on opportunity to experience the tools of service design and understand how they will impact your organisation.
Innovation leads
For change makers and product managers in all organisations, work in teams and see how service design works.
Teams
Whether an experienced service designer or novice, work with others to learn how service design tools solve challenges in areas relevant to you.
/ Outcomes / what you will learn
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See how your organisation is designed and can be improved
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Find case studies and examples of how service design has worked for others
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Develop practical knowledge and experience of new tools
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Work with people from other industries on problems you share
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Develop a customer centric approach to find innovation
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Balance technical and business capability with customer value
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Improve customer and employee experience
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Enhance collaboration and leadership skills
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Learn how to implement and deliver successful services
/ How it will work
In 4 morning sessions, from 9-12.30, we will explore and engage with the tools and processes of service design. Working in teams with people who share similar challenges and opportunities, your will work through each phase from discovery to problem framing, creativity to pitching and implementation of a set challenge.
With talks, examples, advice and support from Anja and Clive, we will conclude with each team presenting their ideas followed by refection on the value and impact of what you have learnt.
Access will be via Zoom and Miro - no licence required.
4 half days
Online - Zoom & Miro
£495 pp / £460 pp Early Bird
Overview
Talks and practical exercises through each session. Work in teams of between 4 or 5 on a set challenge, developed from your input to a questionnaire sent to you before the workshop.
Day One: Introduction to Service Design
Introduction to Service Design on how it works, understanding services and design, and an overview of the course topics. You will form into teams and receive your challenges, get to know each other and share your understanding of the challenge topic.
Day Two: Who are we designing for?
A deep dive into research, data, understanding your customer or user and identifying the current journeys they have. You will go on to frame the brief for idea creation.
Day Three: Creativity and the North Star
Creativity: what is it and how we can use it to generate solutions to our challenges. We will envision new customer experiences and the blueprints to deliver them.
Day Four: Delivery and Presentations
The challenges of delivery, collaboration and story telling to create real and measurable impact.
/ The team
Clive Grinyer
Leader, Designer, Educator
Anja Klüver
Design Entrepreneur, Designer, Mentor
Anja and Clive have unique experience in helping world class organisations large and small apply service design to solve everyday challenges, develop future strategy and deliver innovative services that delight customers and businesses.
We have bought our combined experience as service design experts, leaders, and educators to create Now and Next, an executive training company to support organisations use design to solve current challenges and grasp the opportunities of the future.
We are hugely excited to be launching with this online, open to all, Service Design Masterclass. We are looking forward to welcoming you to our new learning experience!
"Thank you for the warmth, energy, and expertise you shared with the service design team during the training sessions. You’ve made a big positive impact on everyone in the team, which is certain to be a significant part of the growth and direction of service design at BTGroup. There couldn’t have been a better duo to bring the magic that you have." Anna, Head of Service Design, BT Group
“An outstanding course with knowledgeable, engaging, and approachable facilitators who made complex concepts easy to understand and apply. The relevant, insightful case studies clearly demonstrated how Service Design translates across sectors. One of the best courses I’ve ever been on!” Avon Fire Rescue participant
"That was fantastic!! You have both exceeded all expectations and objectives! Thanks again for being wonderful to work with, you have been the perfect blend of knowledge, execution and coaching. Always reading the room, building on questions and offering your expertise."
Iram Yasin, Service Design Lead, EE
"I found the workshop extremely insightful. After completing my master's in international marketing, I had covered some of the topics discussed. But it was extremely interesting and useful to hear it in the context of product design and Holiday Extras. If we can start introducing just some of the practices included in the session, we could end up creating some really exciting opportunities.“
Holiday Extra's particiant
"Anja and Clive did a fantastic job on this Executive Masterclass. The depth of experience they bring is truly remarkable. Their blend of valuable insights with hands-on practical application really sets this course apart. It’s an excellent introduction to Service Design for teams, and I now have a clear understanding of how to apply it to the sports industry. The content was engaging, and the real-world examples helped solidify key concepts. Overall, a highly enriching experience." Antonio J Battaglia
"This is an excellently delivered introduction to a vital part of modern business thinking. A couple of months ago, I had no idea what “service design” even was – now I do; and suddenly, various project and client proposals that were mysterious to me before now make perfect sense. Essential!" Martin Percy
"This is a brilliant course, practical, stimulating and remarkable in its breadth of vision, combined with forensic work on detailed design using visual tools. Highly recommended for anyone working in the area of transformational change, whether or not they are a service designer" Bootcamp participant
"Fantastic course! Great balance between explaining the concepts of service design with real life examples to bring them to life, as well as practical application of service design tools in group workshops.”
Masterclass attendee
"This Service Design Masterclass is a beautifully structured bitesize course which as helped me learn what I know, where I need to grow and opened up other areas I'd like to excel in. Thank you."
Masterclass attendee
"A really fresh and dynamic experience that helped 2 partner companies bring their relationship to the next level, while putting in practice modern service design methodologies and having real fun!"
Allianz Portugal participant
Talk to us
Our offers are tailor made to suit your context.
Whether 2 people or 200, for 2 hours or 2 months, let us know how we can build the right offer to suit you.
Talk to us
Our offers are tailor made to suit your context.
Whether 2 people or 200, for 2 hours or 2 months, let us know how we can build the right offer to suit you.