Abstract

In this chapter, we explore the transformative effects of service design education with a focus on two perspectives: Sonia, the student/practitioner, and Katie, the lecturer. Looking at Sonia’s journey as a graphic designer to undergoing training at the Service Design Academy, we showcase how she applied core techniques and principles to real-world scenarios. Additionally, we draw upon valuable insights from Katie to distil essential lessons from the training, emphasising the capabilities required of service designers. Our narrative outlines the importance of practising service design in higher education and sheds light on how it can reveal established operational inefficiencies that hinder seamless end-to-end user experiences. As education institutions become increasingly service-oriented organisations, it becomes paramount that individuals can drive change at all levels. By cultivating a service design mindset, and approaches we place the needs of those we serve at the core of our endeavours. We explore how Sonia applied her learning to a design system project and share the personal and professional impact this has had. Finally, our key takeaways offer a practical summary of our experiences to inspire and assist others starting their service design journey.