BA380 - Service Design Workshop Course

  • Wednesday, October 06, 2021
  • Friday, October 15, 2021
  • 4 sessions
  • Wednesday, October 06, 2021, 1:30 PM 5:00 PM (EDT)
  • Friday, October 08, 2021, 1:30 PM 5:00 PM (EDT)
  • Wednesday, October 13, 2021, 1:30 PM 5:00 PM (EDT)
  • Friday, October 15, 2021, 1:30 PM 5:00 PM (EDT)
  • Virtual training sessions
  • 25


  • For Bluegrass IIBA Annual Passholders who register prior to Friday, September 17, 2021.
  • For IIBA Members who register prior to Friday, September 17, 2021. If you are an IIBA Member and this registration level is not open to you, please email to get it activated for you.
  • This training course is for you. You can gain discount to this course and all events of the Bluegrass IIBA Chapter by becoming a member or purchasing an Annual Pass. For Guests who register prior to Friday, September 17, 2021.
  • For Bluegrass IIBA Annual Passholders.
  • For IIBA Members.
  • You are very welcome to join us at our events. Should you wish to join as a member, you will receive discounts on our events.


BA380 - Service Design Workshop

Want to know what service design is all about and how it can help you to create better quality service experiences for your customers?

Our Service Design Workshop introduces the principles, tools, and techniques used in any service design initiative. This program will provide you with a more efficient and effective approach to exploring and solving complex design problems or opportunities. Bringing together elements of lean, agile and design thinking, this process encourages experimentation, continuous learning, adapting quickly and focusing on value so that you build the right solutions in the right way. You’ll learn how value is best derived when an organization balances customer expectations and needs with organizational capabilities and strategies.

Geared to the entire team – product owners and business analysts, architects and developers, business leaders and strategists, and designers – our Service Design Workshop recognizes that the best services are derived from an “all perspectives” approach to any service design challenge.

Get EEP level training at IIBA Chapter pricing!

Learning Objectives:

During this practical workshop, you will learn about:

  • What service design is and how it applies across a wide variety of challenges and opportunities
  • Service design in the context of product design and experience design
  • The importance of exploring the needs, motivations and behaviors of users
  • How the service design process benefits from agile, lean and design thinking processes
  • How to plan and execute the 5-step design sprint process
  • The various service design tools and techniques
  • How to use different research techniques
  • The facilitation skills needed to lead workshops
  • The various service design tools and how to use them
  • The difference in design roles and how to grow service design capability within your organization


  • Service Design definition
    • Categorizing service design
    • Service design compared to product design
    • Service design and other design disciplines
  • Service designs principles
  • Design Thinking
    • Design thinking perspectives
    • The stages of a service design initiative
    • Design process methodology
    • Service design engagement


  • There are no prerequisites for this course

14 PD Hours | 14 CDUs

This professional development course is registered with IIBA® and qualifies for 14 Professional Development (PD) Hours toward IIBA® core certification and 15 Continuing Development Units (CDUs) toward retaining your existing IIBA® core certification.

Target Audience:

  • Project Business Analysts
  • Enterprise/Strategic Business Analysts
  • Business Systems Analysts
  • Business Consultants
  • Business and Solution Architects
  • Business Relationship Managers
  • Project Managers wishing advanced training
  • Managers of Business Analysts
  • IT Managers
  • BACoE and PMO Directors


  • Intermediate
  • Experienced
  • Business Analyst Manager     


Instructors: Gina Schmidt, PMP, CBAP, PMI-PBA, Instructor and Consultant, SoftEd

Throughout Gina Schmidt’s career, she has successfully managed and participated in enterprise-wide multi-vendor projects while performing in a diverse number of roles. As a known expert and consultant in business analysis and project management, she has been engaged as a speaker and seminar instructor by many professional associations, including IIBA, PMI, BA World, Building Business Capability Conference, Women in Technology, We Build Character (non-profit CIO mentoring) and training companies, such as SoftEd. In addition to her current firm, VITINAR, she has been both an internal and external consultant at Lighthouse Consulting Partners, PricewaterhouseCoopers and AT&T. Gina has recently authored, Mastering Business Analysis Versatility: Seven Steps to Develop Advanced Competencies and Capabilities which is part of a Business Analysis Professional Development Series offered by J. Ross Publishing

Sponsored by: 



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Based in Lexington, Kentucky and serving all interested Kentucky Business Analysts    

Mailing address:  Bluegrass IIBA Chapter | 1588 Leestown Road, Suite 130-111 | Lexington, KY  40511



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