This workshop covers the principles and approach to measuring the success of our services, as well as the products and technologies that power them. It’s the approach we wish all teams had access to, whether they’re learning and discovering, delivering, operating, improving or leading. 

It reflects how teams and organisations shifting to a service-oriented approach are measuring their services, and how they use measurement to decide which problems to solve and opportunities to pursue, as well as to guide how best to do so. 

This interactive workshop is designed to provide examples, tools and details and to answer important questions about measurement. It works in conjunction with the approach outlined in The Service Organization book. 

You’ll see how others have dealt with the challenges of moving from how things are currently measured, to what should be measured if you want to achieve better for your users or customers, better results for your organisation and better outcomes in terms of your mission or policy intent. 

We’ve observed the enormous impact that a set of agreed objective measures about value and results can have on stakeholders and the wider organisation, which is why we’ve developed this workshop for individuals, teams and organisations. We run this course publicly and in-house. 

Who should attend

 This workshop is designed for practitioners and individual contributors across any profession - product management, design, technology, operations, strategy or policy. 

Our goal is for everyone to come away with an understanding of how to define service success and the knowledge to put it into practice with teams. 

It’s also suitable for people interested in how organisations report and monitor their performance, particularly where the organisation's mission is primarily achieved through its services. This means it can be suitable for program managers, project managers, and others who contribute to how an organisation understands its performance. 

Format

This is a full two-hour workshop online. In addition to teaching, it includes interactive discussion and a short breakout session that allows you to tailor the context to explore relatable measurement problems and opportunities.

Upcoming public workshops

The Service Org Group - How to Define and Measure Service Success - Online. Tuesday, February 24, 2026, from 2-4 pm GMT.

Register here

The Service Org Workshop: How to define and measure service success

What it covers

  • Defining success and performance for services (and what they’re comprised of), including value, outcomes and efficiency

  • Measuring the performance of services to guide how to create, lead and continuously improve them

  • Developing the shared views and dealing with the trade-offs that measurement brings to light

  • How service measurement relates to reporting

What people are saying

  • Kate's insightful talk captivated over 100 colleagues across the organisation. Often when you are head down running at pace it can be the most valuable time to take a look sideways and listen to what others have learnt. It was inspiring to delve into different approaches to collaboratively improve our services for customers and uses. A great and thought-provoking session.

    Jeanette Clement, Head of Design at EE, BT Group plc

  • The talk was hands down the best I've been to. I loved how your presentation was to the point and you opened up the floor for conversations to happen.

    Suliman Khan, Senior UX Consultant

  • Your expertise and passion for the subject matter truly shone through, and it was a privilege to have the opportunity to learn from your extensive knowledge. I was particularly impressed by the clarity and organisation of your ideas. The insights and perspectives you shared have undoubtedly expanded the teams understanding of the topic and provided me with valuable takeaways that I can apply in my own work

    Ben Howes, Operations Director

  • Thanks for the insightful presentation. Also big kudos for the book. Would have loved to have it already four years ago, when kicking-off the transformation of a large in-house service unit.

    Isabell, Service Design Lead

  • Great talk today by the legend that is Kate Tarling on how service design, a product mindset and user centred design can be successful in big organisations.

    Conor Ward, Director of Design, EE, BT & Plusnet