• Kamila Zahradnickova

Online Participant, Silent Participant

Online participants become passive participants. Classic techniques lose their power very quickly. You want to make sure you know how to play this online game before you invite your clients to a co-creation workshop. My tip? A new course from This is Service Design Doing will help you to avoid all the pitfalls.

Ever tried to run a service design workshop online? Mine started with a well-meant thought: now since we are all working remotely, I could organize a remote workshop. How foolish of me. Online participants behave very differently from what I have experienced in live workshops.

What are we talking about here? Service design = design thinking, innovation, experience design, customer-centered approach, UX, product design. All the same for now.

Whatever you call it. As long as you constantly improve what you offer, and you base these improvements on the specific needs of your customers in real (not assumed) life, you belong here. You might also invite other people to help you get ideas or understand the problems. And when you invite them to a virtual meeting room, things can get messy very quickly.

You might be familiar with the Zoom fatigue. Long story short, the way you run your face-to-face meetings becomes unbearable in the online world. It just works differently: people get tired, distracted, and disengaged very soon. Online participants often become passive participants. Classic techniques don´t work anymore. The same applies to service design: you want to make sure you know how to play this online game before you invite your clients for a co-creation workshop.

Since the beginning of new preventive measures, a lot of working teams have had to go online. Even though everyday work has been moving to online platforms for some time now, social distancing made this transformation even faster. For my project team, such a sudden shift brought about a number of challenges. Teams operating remotely often struggle with engagement and focus, communication structure, scheduling difficulties, and general task management. And my team was no exception.

This is Service Design Doing: Essentials Online

I had been following TiSDD for some time before the course, and I quickly realized why they take the doing part so seriously: the gulf between knowing and knowing how to apply is enormous.

  • Any training you take should address your immediate reality.

  • If a substantial part of your immediate reality takes place online, your training should prepare you for that.

Fair enough. You dedicate your resources, time, and energy to be able to enhance the quality of your life experience. If you expect to work with service design methods online, your training should reflect this need.

A five-day online version of TiSDD Essentials turned out to be incredibly helpful in many ways. Most of all, it gave me first-hand experience on what does service design look like online. Besides universal pillars of service design, the course also managed to overcome some misconceptions about online working space.

Myth Busters

Myth #1: You can´t be creative online

You can. And so can your team. Dozens of co-workers can put their ideas on the same wall at the same time. You don´t have to print images to create a mood-board. Everyone has their personal copy of the post-it-flood and maps libraries. Besides, creativity cannot be limited to ideation, and Marc will explain why.

Myth #2: Remote means inefficient.

One of the biggest problems tends to be the asynchronous nature of online communication. But we have tools out there that have been designed to solve this issue. You can use the online environment to your advantage: the variety of inputs you can use at your workshops is enormous.

Myth #3: I can watch a Youtube tutorial to see how Miro works.

This is not a software tutorial. The TiSDD Essentials Online lets you experience the overarching methods translated into online platforms. This is what makes your experience valuable. The training shows participants how to use new methods in their workspace - which happens to be online.

| Miro is a collaboration platform frequently used to host online workshops.

Myth #4: Online facilitation is impossible.

Wonder how to manage teams remotely? Adam prepared a masterclass on facilitation. You will get tips for walking your team through the service design process online. A quick tip that works for me: It takes two people to facilitate a workshop. One takes care of content and participants directly, the other ensures the technical part of the workshop.

Myth #5: Online participant is a silent participant.

If used properly, online platforms can stimulate conversations between your online participants. You can work with space too: rooms, lounges, elements, boards. You can own the virtual room just as you own the "real one".

Myth #5: Online platforms are always worse than real life.

You will find there are some hidden gems of remote working. Have you tried to give a copy of your research wall to each team member? Most often, you get one fuzzy image and ten different documents with notes. When everyone has access to the same research wall online, sharing information gets much easier.

Myth #7: Streaming means low-quality video.

I have no idea how he does it, but Markus´es recording is always flawless: sound, video, and content. Regardless of your connection quality. Just ask him what his secret gadget is, I am curious myself!

Is this course for you?

TiSDD Essentials Online course will prepare you for situations where remote teams need to cooperate, be creative, solve problems quickly, and avoid unnecessary risks.

You have accepted the new rules of work.

You might feel it is high time your team adapted to a new way of working: corona ends, but acquired habits stay. You do not want to take the easy way out pretending our workspace does not need a change.

And you want to be better at what you do.

You might have stumbled upon service design and you want to explore its possibilities. Or you might already work in a UX-related industry. Maybe you are just curious about various methods for risk reduction, efficiency, and problem-solving. Whatever your motivation is, service design can be applied on a broad spectrum of work situations ranging from personal management to top leadership.

Want your five half-days of inspiration? www.tisdd.com


Kamila Zahradnickova | Kamila Zahradníčková | IL kamila portfolio

Nice to meet you!

As a junior service designer, I am always in for a course that could broaden my horizons. TiSDD are the thought-leaders who gave me the first push to combine service design with my academic background in behavioural science. Feel free to visit my LinkedIn and say hi: kamila-zahradnickova

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