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.

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, Recommendations, and Design Criteria

Complete assignment 5 presentation

8

Wed Nov 14

Insights

Assignment 5 Due: Insights & Problem Statements

Develop narrative

9

Mon Nov 19

Insights

Optional Work Session

Develop narrative

10

Wed Nov 21

No Class - Thanksgiving

-

Develop narrative

11

Mon Nov 26

Narrative

Working session on your own - Matt and Jon out of town

Develop narrative

Read Introduction to Service Design, chapter 5

12

Wed Nov 28

Narrative

Pin-up & Critique - Guest critique with Aaron Moulton and Meriah Garrett

Develop narrative

13

Mon Dec 3

Narrative

Lecture: Critique

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