22NTC Session: Leadership
Service Design: Better Experiences for Everyone
Submitted by: Janice Chan | SH/FT+SCAFFOLD


Struggle with the challenge of creating a great experience for your program participants or donors while balancing the needs of staff or volunteers or your organization?  Trying to develop a new program, new event, new campaign, new operational capacity – and feel like you’re constantly discovering another missing piece you didn’t have in place?  Service design considers the needs of all stakeholders involved in a service or experience, how to create value both for the user and the provider, and all of the supporting infrastructure or processes needed to make that happen.  We’ll provide an overview of service design and introduce a core method, the service blueprint, as a way to help you think through and plan what’s needed to deliver the experiences or outcomes you’re hoping to achieve for new and for existing programs.

Session Type

30 minute session

Learning Outcomes

  • Understand what service design is
  • Understand how a service design approach can help balance the needs of multiple stakeholders
  • Use the building blocks of a service blueprint to look for misalignment or to develop new programs

Target Audience

Leaders throughout the organization who want to improve the experience for program participants, volunteers, donors, members, or employees


March 23, 2022


11:15am – 11:45am PST