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Dynamic Hands-on Certification Program Covering the Fundamental Service Design Process, Methods and Mindset for Service Innovation and Organisational Transformation

Service Design Network Bulgaria and Fabrica 360 welcome you to this 4-week accredited course.


Based on design thinking, service design is truly the next big competitive advantage for the business. With user-centred design at its heart, service design is about the design of experiences customers love. In a digital age, it’s hard to imagine designing services without data and technology. But technology itself won’t solve a user’s problem and create a delightful experience.

Learn how to shift away from a technology or marketing focus towards real empathy for your customers.


In this program you will be working on a real business case, building your portfolio as a service designer. Our hands-on formats inspire professionals from different sectors and help them with practical knowledge, tips and methods to design the ultimate customer experience and to transform their organisation for the future. The methodology is set-up in such a way that you’ll be able to implement your learnings directly during your daily work.

Additional benefits: Certificate for Attendance from the Global Service Design Network and a signed copy of the Inside the Designer's Mind booklet

"Great service isn't by chance, it's by design"


Todays customers have higher expectations than ever before and brands are facing challenges than they never had to deal with.
The winners are the brands which know how to build genuine relationships with both customers and stakeholders.
Service Design help you design unique services or service components which will stand out from the competition, or optimise existing services around what the customer really wants. 
Only an in-depth and holistic understanding of customers and their environment can create offerings that provide meaningful value and make a real difference. Service design thinking can provide this understanding.

"Service Design is all about making the service you deliver useful, usable, efficient, effective and desirable" 

- UK Design Council


|  Learn the fundamentals of service design to improve organisational performance ​

|  Learn different ways to gain empathy for the user 

|  Learn valuable methods you can put into practice 

|  Gain alignment around vision, process and outcome

|  Put your knowledge to work in a concrete design challenge

|  Get trained by an accredited service design master trainer 

|  Get your Service Design Network certificate 

| Build your portfolio with a real business case

Week 1 | 18:30 - 22:00 h.

What is Service Design 

Begin with a sprint experience of each phase of the process. Learn about the differences between products and services. We'll be covering the benefits and the trends in the field and will illustrate all with lots of examples. 

Team Formation

Service Design is a Team Sport. You will be divided i groups of 4-5 people with diverse background. We will use a proven tool to get to help you bond.

Meet Your First Customer

You will be working a real business case, presented by your first customer. Learn what design brief is and what your customers' expectations are.

Step I: Discover

Research Techniques: Interview, Observation, Service Safari and more

........week 1.......
Week 2 | 18:30 - 22:00 h.

Step II: Define

Insight: Learn how to make sense of your findings. This is the stage where we will be turning your research into insights.


Once you have uncovered unmet needs in a customer group you need to analyse and cluster the information gathered.


Affinity map, persona canvas, customer journey map.

........week 2.......

Step III: Develop

In this stage, design thinkers spark off ideas — in the form of questions and solutions — through creative and curious activities such as Brainstorms and Worst Possible Idea. 


We will start by reframing your insight statements as How Might We questions to turn the challenges identified into opportunities for design.

In this stage, service designers spark off ideas — in the form of questions and solutions — through creative and curious activities such as Brainstorms and Worst Possible Idea. 

Selection Session

Selecting the most suitable ideas is as important as generating many ideas. Use a few tested matrixes to select one idea.

Week 3 | 18:30 - 22:00 h.
........week 3.......

Step IV: Deliver

Rapid Prototyping: Learn about possible forms of prototyping and choose the one that is suitable for your idea. Then build and test prototypes. 

Storytelling and Pitching

A pitch is a great way to communicate your idea: how it works, why it counts, and who it benefits. Get ready to present your idea with before your client. 

Certification, Wine and Unwind

Get your Service Design Network Certificate, grab a glass of wine and mingle .

Week 4 2020 | Monday | 18:30 - 22:00 h.
........week 4.......

Our program is designed for a mix of leaders, change makers and professionals involved in developing and transforming services:


  • Managers of large and medium companies

  • Managers of Digital Transformation Offices

  • Representatives of marketing, innovation, departments and product managers

  • Customer Experience and UX designers

  • Entrepreneurs and start-upers

  • Managers of public institutions and non-profit organisations

  • Innovators and everyone seeking effective ways for designing and improving products and services

If you are interested in creating breakthrough experiences and services and to shift your game to the next level on better leveraging existing research and insights, join us!

The participants in past trainings we organised come from a mixture of companies:

Experian, coBuilder, Economedia, A Data Pro, Modis, Sopharma Trading, Renault Nissan Bulgaria, Societe Generale Expressbank, Novarto, SAP, Coca-Cola, Fourth, Leanplum, Genius sport, NN Bulgaria, Explica, Credissimo, New Moment New Ideas company, Trust for Social Achievement and many more.

" I loved that the masterclass is built on a concrete business challenge, so I could learn how to apply all the tools. The  examples from the trainer's experience were very illustrative and helpful."






Eleonora is a service design practitioner with 2200+ hours coaching in service design, agile scrum and lean startup multidisciplinary teams in the Netherlands, Germany, Romania and Bulgaria. One of the 15 Accredited Service Design Master Trainers in the world and Representative of the Global Service Design Network in Bulgaria. Eleonora will share her hands-on experience in implementing over 25 service design large scale projects leading to organisational transformation and service innovation across different industries and cultures. 

Author of Inside a Designer's Mind booklet and the creativity game Connect the dots.

Eleonora is an active member of the global service design community, coaching and mentoring teams within the European Social Innovations Competition, Climate-KIC accelerator, Sofia Service Jam, StartUP Weekend and many others.

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Design and innovation agency, helping people and organisations unleash their creative potential to deliver innovation at speed. 

We specialise in acceleration tracks and transformation programs using service design, design thinking, storytelling, creative leadership, scrum, business model innovation.

Organizer of the first Design Thinking Camp in Sofia.

Clients: ING, Hilti, Porsche, Raiffeisen Bank, Laurea University, European Commission, European Social Innovation Competition, Climate-KIC, Royal Canin, Unicredit Bulbank, Raiffeisen Bank.

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The Service Design Network (SDN), founded in 2004, is the leading institution for expertise in service design and a driver of global growth, development and innovation within the practice.


Through national and international events, online and print publications and coordination with academic institutions, our member-based network connects multiple roles within agencies, business, and government to strengthen the impact of service design within the public and private sectors.


SDN is a global, open-minded network, focused on knowledge-sharing, collaboration and exchange.

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Get Your SDN Branded Certificate!
The only Service Design Training in Bulgaria, accredited by the Service Design Network.
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and a signed copy of 
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