About this session
Service Detective: Find Friction in the Real World is a 90-minute to half-day in-person service design workshop for teams who want to observe a real service with a designer and pinpoint friction.
Teams watch a real or staged service, such as a reception desk or an ordering process, and record exactly what happens before deciding what it means.
Participants leave with clear, evidence-based observations and, in the half-day version, a friction map and a decision on what to investigate first.
What your people take away
- Observe a real or staged service
- Separate what happened from assumptions
- Map friction points from the user's view
- Decide what to investigate first
- Apply the same lens to your own services
Shared with you
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- What each length covers, 90 minutes to half day
- Everything that’s covered, part by part
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What each length covers
90 minutes
Observe the service closelyTeams observe a real or staged service with a designer and record what happens without interpreting it. They then separate facts from assumptions.
- Observe a real or staged service
- Separate what happened from assumptions
Covers 2 of 4 parts: Observe a real or staged service and Separate what happened from assumptions.
Half day
Observe, map and decideAdds mapping friction from the user's point of view and deciding what to investigate first. Teams apply the method to one of their own services.
- Observe a real or staged service
- Separate what happened from assumptions
- Map friction
- Decide what to investigate
Covers all 4 parts.
What’s covered
Observe a real or staged service
Every length- Prepare to observeA designer explains how to watch respectfully and what to record.
- Watch the service in actionTeams observe a real or staged service, noting actions, waits and words.
- Capture details without judgingObservers write down what they see and hear, not what they think it means.
Separate what happened from assumptions
Every length- Compare notesTeams share observations and spot where they saw the same moment differently.
- Sort facts from interpretationsGroups separate what they recorded from what they assumed.
Map friction
Half day only- Build a simple service mapTeams lay out the steps of the service from the user's point of view.
- Mark friction pointsGroups highlight waits, confusion, repeats and workarounds at each step.
Decide what to investigate
Half day only- Prioritize friction pointsTeams choose the friction points with the biggest effect on people.
- Plan the next investigationGroups decide what to observe, ask or test next, and who will do it.
Tools and materials
- Observation guide
- Field notes sheet
- Fact and assumption sorter
- Service map template
- Investigation plan
Who it’s for
- Customer service and experience teams
- HR, IT and facilities service teams
- Product and service designers
- Operations leaders improving processes
How booking works
- Book online. Create a free Workbliss profile, then pay with session credits, by card or by invoice.
- Pick a date. Choose a date at least 14 days ahead, or book now and set the date later. Need it sooner? Email hello@workbliss.ai and we’ll see what we can do.
- Choose your expert. Within 3 working days, we send you profiles of the experts available for your date.
- We deliver it. Your expert is briefed on your people and goals, then runs the session live online or at your site.
Questions about Service Detective: Find Friction in the Real World
How long is Service Detective: Find Friction in the Real World?
Service Detective: Find Friction in the Real World runs as 90 minutes or half day. You choose the length when you book. A 90-minute session covers Observe a real or staged service and Separate what happened from assumptions. A half-day session adds Map friction and Decide what to investigate.
Can Service Detective: Find Friction in the Real World be delivered online or in person?
It is delivered in person, at your site, in any country.
How do we book Service Detective: Find Friction in the Real World?
Create a free Workbliss profile with your work email, then open Service Detective: Find Friction in the Real World to see the price for each length and book it. You can pay with session credits, by card or by invoice, and choose a date at least 14 days ahead, or set it later. Need it sooner? Email hello@workbliss.ai and we’ll see what we can do.
Who leads the session?
A vetted Workbliss expert, briefed on your people, culture and goals before the session. After you book, we send you profiles of the experts available for your date within 3 working days, so you can choose who leads it.
Can it be tailored to our company?
Yes. Every session is shaped around your goals, your people and the benefits you already offer, and delivered by experts in your people’s languages.