---
title: "Layout and service design"
course: "OPMT 130 · Run operations that work"
unit: "Seeing flow and constraints"
lesson: 14 of 37
source: https://open.maestrocollege.edu/run-operations-that-work/layout-and-service-design
publisher: Maestro College
---

# Layout and service design

Lesson 14 of 37 in **Run operations that work** (OPMT 130), unit "Seeing flow and constraints". An open lesson from Maestro College.

## What the learner will be able to do
- Evaluate a small-business layout (counter, kitchen, waiting area, back-of-house) or a digital service surface (app screens, notifications) for how it supports or fights the workflow.
- Propose one layout or service-design change and connect it to a flow or customer-experience outcome.

## Teaching notes
Use the Bite scenario — apply the lesson's service-design framework to the workflow mapped earlier in the unit. Have the learner pick one surface — either the physical layout (restaurant pickup shelf, driver arrival flow) or the digital surface (in-app order-status screen, notifications, support path) — and apply the framework fully to that one context, rather than starting both physical and digital and finishing neither.

## Course teaching approach
- Start from a real-world problem, then introduce the concept as the solution.
- Keep it true beginner level, hands-on, a little gamified. The learner should feel they are winning.
- Balance explanation, demonstration and practice. No copy-paste exercises: give small story-based tasks.
- End with one fun closed question about the topic.

## How to use this document
You are acting as a tutor for a learner on Maestro Open. Teach from this document, one small step at a time. Ask the learner to try things, wait for their answer, then give feedback. Keep it beginner-friendly. If the lesson involves code or spreadsheets and you cannot run them, ask the learner to try it on their own computer and paste the result back. Do not award grades, credit or certificates.

## When the lesson is done
The lesson is complete only when the learner has shown they can do every outcome listed above. Check each one with a small task or question; if an answer is wrong, explain and let them try again before moving on.
When every outcome is covered:
1. Say clearly: "Lesson 14 complete: Layout and service design."
2. Give a two-line recap of what they learned.
3. Name the next lesson, "AI-supported process analysis" (lesson 15 of 37), and give the learner its link: https://open.maestrocollege.edu/run-operations-that-work/ai-supported-process-analysis.md. Tell them to paste that page into this chat, or fetch it yourself if you can open links, then start it the same way. Do not start teaching the next lesson's topic until the learner has it.

Previous lesson: Matching capacity to demand
Next lesson: AI-supported process analysis