Workshops on Andy Polaine

Hatch Conference Leadership Atelier Lisbon 2025

Tue, 22 Apr 2025 08:00:30 +0000

If you’re here, you are/were probably at my Journey Into Design Leadership workshop at the Hatch Leadership Atelier in Lisbon. I hope you enjoyed it!

Here are some things for you:

The slides to my workshop presentation - please don’t share further for now.
The Territory Map template as PDF
The Personal Manifesto PDF or use the Google Doc here (you’ll need to save a copy to edit).

This page is not linked from my main website. If you want to bookmark it, the short URL for this page is https://pln.me/hatchlx25

Storytelling & Pitching for Project Teams

Fri, 13 Mar 2020 00:00:00 +1100

This course is also available as a self-directed online course. Sign up here.

We’ve all been there—an amazing concept that fails to land with a client or stakeholder due to lousy storytelling. You watch in dismay as the project is canned or the other agency with the weaker idea wins the job.

UX and most human-centred design practices are steeped in storytelling. We gather stories from end users, tell them to our teams, craft our own work and present it to stakeholders before finally pitching the value proposition back to potential customers.

Using Blueprints to Sketch Out Service Concepts

Fri, 13 Mar 2020 00:00:00 +1100

Check out my new self-directed, Introduction to Service Design and Mapping Experiences & Ecosystems online courses.

“Service Design in Reverse”

Service Design has gained a reputation for producing research reports, giant blueprint posters and concepts. Often designing complex services full of wicked problems, teams usually start with the helicopter view and a lengthy research discovery, followed by synthesis and service concepts before even starting to design specific touchpoints. Client organisations often struggle with the patience required for this and have a need to see results and, often, service designers need to earn the trust of a new client.

Ratekoulutus Service Design Masterclass April 2015

Wed, 15 Apr 2015 06:35:35 +0000

If you’re on this page, you were probably one of the participants of my Service Design Masterclass produced by Ratekoulutus in Helsinki. If you’re not one of those participants and still found this page, then lucky you.

Apologies for taking a while to post my slides and all these notes and links. As you can see, there were quite a few that I mentioned. I’ve tried to group them thematically as best I can, but many of the references are useful across a number of areas.

Interaction 14 SA Workshop

Wed, 19 Nov 2014 17:41:30 +0000

Hint: The future of air travel is not this

If you’re here, you were probably at my workshop on Creating & Blueprinting Multichannel Services workshop for Interaction 14 South America or someone pointed you here.

The slides to my workshop presentation(33.3MB - sorry, lots of images and there may be a few extras in here that I didn’t have time to show in the workshop)
The handout cheatsheet (21.7MB)
The Blueprint Template (thanks to Tiziana from Launchlabs for creating this).

Some links

A Rosenfeld quick panel on the UX of air travel for UX Mag.
An article about the redesign of Gothenburg’s Landvetter airport. Note the security “lounge.”
A video about service design for Helsinki airport

Brief: The future of air travel

From its early days of luxury for the few, air travel has become commonplace. Cheaper fares from low-budget airlines have made air travel as affordable as taking the train, sometimes more so. At the same time, security theatre and the complexity of multiple third-party services have made flying a series of irritations that lead to a frustrating experience. We rush from one stage to the next only to wait around for ages. We are sold poor quality food at high prices and directed through duty-free shopping malls to appease our boredom and encourage us to consume. Airports have lost any sense of adventure and engaging experience they once had. As fuel prices will inevitably rise, it is clear that the days of budget air travel are numbered. What happens then?

Service Design Lecture - SUPSI 2014

Wed, 12 Mar 2014 22:02:47 +0000

Hi SUPSI people,

thanks for listening to me today and welcome to the secret page with the links and notes from my talk.

You can download the slides as a PDF (35 MB). This isn’t password protected and I don’t mind you sharing it amongst yourselves, but please don’t post it online anywhere.

Here you can download the two chapters elated to service design blueprinting (11.8 mB) from our book on service design. This is password protected (Massimo or Serena can give you this password, but you might guess it is the same initials is your institution, just lowercase).

UX Australia 2013 Workshop and Talk

Tue, 27 Aug 2013 11:56:23 +0000

If you’re here, it’s because you either went to my talk or workshop at UX Australia 2013 or someone told you about it. Below are the links to download the slides and notes. If you’re reading this before or during my talk or workshop, they might not be there yet.

Designing services for messy lives

Here are my slides from my talk, Designing services for messy lives (11.1MB).

Thanks to all of those who attended – I hope you enjoyed it.

UXLX 2013 Workshop

Tue, 14 May 2013 10:58:08 +0000

From UX to Service Design

Workshop Description

We instantly recognise the design craft and appeal of an iPhone or a Porsche, but why are our experiences with so many services so dismal? From finance to healthcare, telecommunication to mobility, public services to large commercial organisations, well-designed services are the exception rather than the rule, yet services make up for around 80% of developed nations’ GDPs.

UX designers have done much to champion the user experience, but the focus has been primarily on screen-based experiences. Service design is the design for experiences that unfold over time and reach people through many different touchpoints – not only screens. With a focus on designing with people, not just for them, service design provides a powerful set of methods that help map out the entire service ecosystem, discover insights, track people’s journeys through the service and help you design coherent service experiences. If the touchpoint experiences in the service don’t hang together coherently, the best UX design in the world is wasted.

IED Barcelona Workshop 2012

Fri, 05 Oct 2012 00:00:00 +1100

If you’ve found this page, then you have probably been at my service design workshop at Escola Superior de Disseny and are looking for the notes.

Instead of putting together many different PDFs, I’ve pretty much included all my slides into one master PDF, which you can download here. It’s about 42.2MB, so it’s probably better not to do this on your phone on a 3G network.

The brief and schedule for the workshop project can be downloaded as a PDF, but it is also below.