Free Lesson

Why Workshop Facilitation is so Important in Service Design

Hosted by Frank Spillers UX Inner Circle

Tue, Jun 30, 2026

4:00 PM UTC (30 minutes)

Virtual (Zoom)

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UX Writing Intensive
Frank Spillers
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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

I’ve led AI-first service design across government, enterprise, and start-ups.

Founded award-winning Experience Dynamics, a global UX and Service Design consultancy.

Design leader with 25+ years redesigning complex products and services across channels, touchpoints and organisations.

I specialise in inclusive service design and in helping teams identify root causes and implement impactful interventions. I’ve led service design in enterprise, gov and startups end-to-end from problem framing to service blueprints and operational and org change.

I mentor at UX Inner Circle for brands like Google, Harvard, Accenture, Dell, Mercedes-Benz, Zappos, Netflix and FedEx.

Previously at

Nike
Intel
NYC.gov
Mayor of London
See all products from Frank Spillers UX Inner Circle

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