Delivering World-Class Service Design

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Service design v2
  • Do you own or lead a tourism or hospitality business?

  • Would you like gain a more in-depth understanding of your customers’ needs?

  • Do you want to learn how to use service design principles to deliver valued customer experiences?

Then our Delivering World-Class Service Design programme is for you...

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Service Design is becoming increasingly important to businesses looking to maximise their success through creating bespoke, considered experiences to meet customer needs.  

Our Delivering World-Class Service Design programme introduces the processes and principles of service design through a practical, activity-based approach. Participants will deepen their understanding of their service’s goals and desired impact, and learn techniques for gathering and interpreting data to shape an action plan.

The Delivering World-Class Service programme is delivered by Elevator on behalf of Business Gateway Edinburgh & Lothians and The City of Edinburgh Council. 

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This programme is designed for Edinburgh businesses who have:

  • An existing hospitality or tourism business or start-up based in City of Edinburgh
  • The ambition to improve their customer service experience through design thinking
  • The commitment to invest time in yourself and your business, to learn, grow and build supportive connections along the way 

 Website Banner Why

  • Industry-leading training from experts and practicing service designers such as Jonathan Ball (Designmine), Andrew Cameron (Elevator) and Catherine Doherty (Journey Associates)
  • Access to an activity-based approach during which you’ll learn from and share personal experiences with your fellow cohort
  • The chance to be guided through the UK Design Council Double Diamond process and shown how it can be applied to YOUR business and customers

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The programme is based on three interlinked and highly interactive sessions held at Royal Bank of Scotland Hub, St Andrews Square, Edinburgh, EH2 2YB.

  • Day 1 & 2 will be run on consecutive days (5th and 6th February, 2024)
  • A break of two weeks will then allow participant to conduct their own Service Design Research (as introduced over Days 1&2).
  • The cohort will then reconvene for Day 3 (19th February, 2024)
  • Each session will be run from 10.00-16.00 with refreshments on arrival, lunch and afternoon break  

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Register your interest for the programme here:

Register Your Interest Here

N.B. Applicants must have an Edinburgh city postcode and be able to attend all three sessions.

Should you wish to discuss this programme in more detail, please email Andrew Cameron for further information.

For more information on Business Gateway's services and programmes across Scotland, please see their website:

Delivering World-Class Design Service - Edinburgh