Frequently Asked Questions. Check out if we can answer your question through the FAQs below, if not just send us an email


What’s a service?

We experience services every day — buying insurance, taking a flight, filing a tax return, receiving a heart transplant. A service is an exchange of goods or value. A complete service includes designed or planned interactions among people, products, and processes in various places and over time. We often encounter a service (like visiting the DMV or a hair salon) where only some parts of its service touchpoints are designed with clear intention and purpose. In fact, most services we have today kind of just “happen” and aren’t consciously designed even though about 80% of our economy is services! You can read up more on services at Service Design: From Insight to Implementation.


What’s service design?

Service design is the process of planning and organizing people, infrastructure, communication and physical components of a service. It’s a collaborative process that brings together researchers, designers, technologists, users and many (many!) other stakeholders and partners who work together to create and deliver a service. Deliberately designing services in this way ensures that people’s experience with the service and the service’s business value service meet the needs of both users and providers. You can read up more the definition of “service design” at the Service Design Network!


What’s a service jam?

A jam is an activity where people gather around a theme to create something new. The Service Jam is an annual weekend where curious people — like you! — come together to work in small teams to prototype new services around a common theme.

Oh, and did we mention that the theme is a secret?

Who can attend the Jam?

Everyone and anyone can join the jam! We encourage people from diverse backgrounds to join us and bring your unique point of view to the jam. You might be a student, teacher, entrepreneur, designer, developer, business person, community activist, non-profit professional, government employee, artist, architect, actor, hacker, maker, thinker or tinkerer.

You don’t have to be a “Designer” to jam. Service design and design thinking are processes and tools that anyone can use for innovative and creative approaches to problem solving, regardless of job title or skill level.


Why should you attend?

You will learn design-based approaches to creative problem solving and gain hands-on experience, all while having fun. You will have an awesome time and connect with passionate people from your community, and from all over the globe. You will make cool prototypes like videos, customer journeys, service blueprints and more! You will experience how a structured innovation process can produce robust, concrete and human-centered results, in just 48 hours.

Can I attend just one day of the jam? Unfortunately, you cannot attend the jam for just one day, as teams use the entire weekend to research, concept, prototype and test their ideas. We understand that people have other obligations, such as family and work, so arriving a bit late/leaving a bit early, or stepping out for a few hours, is ok. If you can’t make the entire weekend, but want a taste of the jam, consider getting involved as a volunteer!

What do you mean “prototype”… what exactly will we make?

A prototype can be anything that makes the experience of your service real and tangible, like the different artifacts a customer would use as part of your service. While you will start the weekend out with tons and tons (and tons) of post-its, you will end the weekend with your service fully realized.

You might act out a skit, you might make a video…or you might make a whole new world out of cardboard. The possibilities are endless! View all the prototypes from around the world!


So how does the weekend look like?

Each year the Jams are different and all Jams around the world are never the same, but to give you a rough idea of the stuff we’ll be doing, check out the schedule below:

  • the basic activity is prototyping, going through multiple iterations of the
    prototype on Saturday and Sunday
  • start uploading soon on Saturday and keep uploading all weekend
  • don’t make a fancy presentation, see just show and document the

    (Mix in tool inputs, energisers, meals, expert challenges, etc when necessary.)

    1 meet, warm-up, get input on general service themes and service design… 
    2 get the theme
    3 ideate all together around the theme. what could we be building?
    4 form teams around the most interesting ideas. sign up on the Jam platform. eat together.

    5 Maybe build some pre-prototypes. finish sign-ups, start uploading.
    6 research based on those ideas/concepts/pre-prototypes (you can’t research the whole world). upload your research insights. maybe remix teams.
    7 based on the research, adjust your concepts and start the first shitty prototypes 
    8 iterate! keep building improved or re-thought prototypes, getting feedback and testing prototypes. document and upload as you go.

    9 iterate! keep building improved or re-thought prototypes, getting feedback and testing prototypes. document and upload as you go.
    10 when you reach the end of the jam, document, upload and share your latest prototype(s). don’t spend too much time on preparing the presentation. the prototype is more important.

    * the basic activity is prototyping. we are prototyping from very early in the Jam; certainly by Saturday lunchtime. we go through multiple iterations of the prototype until Sunday
    * we start uploading on Saturday morning and keep uploading all weekend
    * we don’t make a fancy presentation, we just show and document the prototype. 

%d bloggers like this: