IDSE202 Service Design


About this course

This class focuses on the tools and methodologies used to design a service. Students will learn methods to evaluate, analyze, document, and design customer experiences comprised of multiple interactions that evolve over time.

Reading list

Service Design - Andrew Poulaine

Innovation X: Ch 4 Convergence - Adam Richardson

Outcomes and competencies

The following outcome statements articulate the competencies, abilities, and skills a student will have as a result of completing this class. Students will...

  • Articulate and execute an end-to-end process for analyzing / crafting complex services
  • Identify and utilize the appropriate tools to capture and synthesize user data into visualizations of an existing service or problem landscape
  • Illustrate complex systems, services, and problem as tangible artifacts
  • Articulate a vision for an ideal customer journey, that considers user and business goals
  • Craft and communicate the functional and emotional attributes of the touch-points that aspire to facilitate the ideal experience

Core concepts and ideas

This class emphasizes the following main ideas, themes, and concepts:

  • Diagramming as both a philosophy and method for understanding the complexity of services and for proposing changes to these services
  • Ecosystems and Ecologies as a way of framing large, multi-faceted, and often distributed problems

Schedule

ClassDayIn ClassOut of Class

1

Mon Oct 22

Modeling - Service Slices

Lecture: Developing Insights

Complete assignment 4 presentation

2

Wed Oct 24

Modeling - Service Slices

Assignment 4 Due: Service Slices

Synthesize data to arrive at insights

3

Mon Oct 29

Insights

Working session

Synthesize data to arrive at insights

4

Wed Oct 31

Insights

Working session

Synthesize data to arrive at insights

5

Mon Nov 5

Insights

Lecture: Developing Problem Statements

Synthesize data to arrive at insights

6

Wed Nov 7

Insights

Working session

Synthesize data to arrive at insights

7

Mon Nov 12

Insights

Lecture: Developing Narrative & Presenting Synthesized Research

Complete assignment 5 presentation

8

Wed Nov 14

Insights

Assignment 5 Due: Insights & Problem Statements

Develop narrative

9

Mon Nov 19

Narrative

Lecture: Recommendations & Design Criteria

Develop narrative

10

Wed Nov 21

No Class - Thanksgiving

Work Session

Develop narrative

11

Mon Nov 26

Narrative

Pin-up & Critique

Develop narrative

Read Introduction to Service Design, chapter 5

12

Wed Nov 28

Narrative

Discuss Reading

Develop narrative

13

Mon Dec 3

Narrative

Work Session

Develop narrative

14

Wed Dec 5

Narrative

Pin-up & Critique

Develop narrative

15

Mon Dec 10

Narrative

Work Session

Complete assignment 6 presentation

Don't forget to ask for money!

16

Wed Dec 12

Presentation

Assignment 6 Due: Final Client-Presentable Package

Sleep