14–16 September 2016

McGrath Centre, St. Catharine's College, Cambridge

Visual thinking for service design

Boon Yew-Chew Sapient Nitro

Session type: Workshop
Session duration: 90 minutes

About this Workshop

The objective of this workshop is to introduce you to visual thinking for service design through a series of fast-paced activities. These will demonstrate the flexibility and practicality of various methods of service design thinking, based around the 5 core principles of service design: user-centred, co-creative, sequencing, evidencing and holistic.

I will introduce visual thinking and how it fits within service design, following up with a hands-on session where groups will tackle a service design brief.

The workshop is for UX practitioners who have some sketching ability or keenness, particularly around sketching people, places and things. You don't have to be experts, but given the fast-paced nature of the workshop, you will need to dive in quite quickly and work roughly with the aim of learning by doing.

The process is more important than the outcome, and I'll be sharing tips and tricks on how to refine your sketching approach to ensure more effective outcomes in the real world.

You'll gain some fresh and practical approaches for visual thinking around service design that can be applied easily the next day.

About the Speaker

Boon is an experience design manager at SapientNitro, where he helps large companies solve complex and messy problems to improve the human condition. He serves on the board of the Interaction Design Association and is a local leader for its London chapter, where he helps shape the direction and growth of interaction design communities. As a prolific sketchnoter and visual thinker, he has covered dozens of events and has taught visual thinking to audiences worldwide.

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Session Types

Need help planning which sessions to attend? We've provided a breakdown of our various session types below.

Case Study/Experience Report

A presentation and discussion of real-life (not theoretical) experiences of the application (or mis-application) of service design techniques. Case studies and experience reports include some discussion of lessons learned and an indication of how novel the work is.


Participants learn a new approach, tool or technology through using it to solve one or more practical exercises. Any software/hardware requirements are disclosed in the session description.


A session focused around some specific tool, technique or issue. Primarily led by the speaker, tutorials usually include some elements of interactivity or individual / group exercise.


An in-depth working session on a specific topic. May include paper presentations.