Free Lesson
Why Workshop Facilitation is so Important in Service Design
30 min
Jun 30, 2026 12:00 PM
Virtual (Zoom)
In this video
What you'll learn
1. See facilitation as service design work
Learn why workshops are so key. They are moments where service understanding, alignment, and decisions come together.
2. Design workshops around outcomes
Learn how to avoid vague workshop agendas. Turn your workshop into a structured service design intervention.
3. Manage group dynamics and power
Learn how facilitation changes who gets heard. Discover how power, roles, confidence, hierarchy and expertise factor in.
Why this topic matters
Service design fails when people are not joined up: A journey map is only useful if people believe it. A blueprint is only useful if teams act on it. A service concept is only useful if decision-makers support it. That support often starts in a workshop! Workshops are where service designers build shared understanding.
They help teams move from opinion to evidence.
You'll learn from
Frank Spillers UX Inner Circle
25-year UX and Service Design Leader
Previously at
