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Mocha Methods | Spotless

  • Spotless 1st Floor 140 Old St London EC1V 9BJ (map)

Reserve your place now

Uncover what is inside Spotless’ Service Design toolbox. With key service design methods, we will be investigating the experience the 'coffee shop' offers.

Working in teams, and individually, in order to learn how to apply certain methods to the design process. The workshop will focus on gaining empathy, mapping the customer journey, and how to inspire great ideas that challenge assumptions. 

Workshop Agenda

01 Welcome to Spotless | Who are Spotless? What is Spotless’ definition of Service Design? Introduction to Spotless design methods

02 Energiser | Get to know your team for the day | Getting into the co-creation mindset

03 Brief | Who will be your client and audience you are designing for? | What are today’s objectives?

04 Explore | Let’s get out into the field | Fly on the wall | Walkthroughs | Contextual Interviews | Stakeholder Interviews

05 Define | Identifying key pain-paints and opportunities | Customer journey mapping | Opportunity Statements

06 Ideate | Brainstorming lots of solutions for quick fixes or big innovation | Crazy 8 | Mash-up Innovation | Prioritisation

07 Transform | Creating a narrative to pitch the future state journey | Ideal State Journey | Storyboarding | Team Retrospective


"Spotless is a service design agency based in London, that transforms customer experiences through service innovation.

We are a team of 16 consultants with backgrounds in psychology, human computer interaction (HCI) and product design. We’ve worked across a large number of sectors internationally, and the core of our work is grounded in qualitative research and strategic insight for digital, in-store and beyond.

Designing a service right means designing the right service, and that’s why everything we do is about understanding people and their behaviours. We use a variety of methods to investigate how people interact with end-to-end experiences and define the experience based on these insights. We don’t believe in one right answer, only different perspectives, and we constantly and critically challenge our own assumptions.

Our foundation in user experience and usability testing allows us to create evidence-based designs that deliver measured impact. We help companies through the transformation process by providing customer insights at every stage of the design process. This helps our clients create services that ultimately help change and simplify the lives of their customers. From our experience, service design that is grounded in research results in happier customers, healthier communication and more competitive businesses."

Booking essential: Reserve your place now

These workshops are ideally aimed at people who: are new to service design, want to broaden their skills, or just want to get inspired.

This venue is wheelchair accessible. 

@sd_ldf | @spotint |

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