SDN Academy Events - Other

Today, more than ever, the role of design is to shape human needs as we deliver new service models to improve human lives. As design professionals, we continue to experiment with new ways to provide solutions for complex problems.

What to expect?
During this two-part course, you will learn about the role of service design in organisations today, identify design challenges from an inside and outside-in perspective, and ultimately start to take actions to close gaps between people, processes, policies, and platforms in your organisation.

What are the takeaways from this training?

  • Introduce key service design concepts that help convey the value of the practice and how to get buy-in to do this work

  • Share insights on main challenges when doing this work in mid to large size organisations 

  • Illustrate how service design acts as an strategic connector between departments in corporate and consultancy settings

  • Empower participants to become cultural change agents in their organisations

Who is this course for?

Service Designers; UX Designers; Design Researchers; Experience Designers; Experience Strategists

Financial Inclusion

We as the SDN support financial inclusion as part of our DEI mission (Diversity, Equity and Inclusion), based on the world bank clusters. So, if you think you are eligible – please contact us at!


“Participating in this course was a unique experience. I joined this course to get an understanding on how I can present to my Senior management what Service design approach is and articulate what it can bring to our organisation. Carol was able to exactly provide this framework in this course and I am already using it to communicate with my Senior management team and they want me to now go ahead and present them with a plan of action.” Josh, August 2020 

"I felt like it was a great overview of the Service Design process in a very actionable way. I particularly enjoyed the exercises on Day 2." Course Participant, Februaty 2021

Course Dates and Times​

February 7-8, 2024 | 9:00 - 11:00 AM EST


Early Bird Members              €170
Early Bird Non Members      €195

Regular Members                 €210
Regular Non Members         €235


Enroll today! 

Carol Massá (she/her)
Carol Massá (she/her) - SDN Acc. Master

Carol Massa is a multi-disciplinary designer with ten years of experience across many fields of design including visual design, branding and strategic design. Her expertise ranges from both consulting Fortune 500 companies and in-house experience in telecommunications, insurance, retail and healthcare. She is currently a Design Advisor for Northwell Health in NY. You can also find her at SDN Academy teaching topics on strategy, innovation and implementation for practitioners across the world.