educational institution in Austin, Texas,
teaching Interaction Design and Social Entrepreneurship.
| Quarter 1 (8 weeks) | Quarter 2 (8 weeks) | Quarter 3 (8 weeks) | Quarter 4 (8 weeks) | |
|---|---|---|---|---|
| Methods | IDSE101 Interaction Design Research and Synthesis |
IDSE201 Rapid Ideation and Creative Problem Solving |
IDSE301 Evaluation of Interaction Design Solutions |
IDSE401 Entrepreneurial Practice |
| Theory | IDSE102 Design, Society and the Public Sector |
IDSE202 Service Design |
IDSE302 Theory of Interaction Design and Social Entrepreneurship |
|
| Application | IDSE103 Studio: Foundation |
IDSE203 Studio: Research and Synthesis |
IDSE303 Studio: Ideation and Development |
IDSE403 Studio: Pilot Launch and Completion |
About This Course
This course introduces the advanced design topic of service design, with a focus and emphasis on the service design blueprint.
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
Reading List
- Towards an Understanding of Experience Concept Development in Tourism Service Design
- Service Blueprinting
- Convergence
- The Experience Cycle
- Research for Sustainable Social Innovation
- (optional) Understanding Software Architecture.
- (optional) Strategy.
- (optional) The System Lens
- (optional) The Basics.
- (optional) Value Innovation Through Business Webs.
- (optional) How Do You Weave a B-Web?
- (optional) Platform Strategy.
- (optional) Appendix.
- (optional) The Power of Product Platforms.
- (optional) Convergence.
- (optional) An Early Framework for Interaction Designers.
- (optional) The Internetworked Business at Work.
- (optional) Adaption.
- (optional) Understanding Experience in Interactive Systems.
- (optional) Making sense of design as a cognitive activity.
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...
- Understand the unique elements of service design
- Use ethnographic research methods to collect service and customer data
- Use customer journey mapping to frame a design problem
- Be able to create a service design blueprint
Course Schedule
| Class | Topics and Activities | ||
|---|---|---|---|
| Week 1 – Class and Course Introductions | |||
| 1 |
Class and teacher introductions, share service design experiences Course syllabus overview: course objectives, your assignment – create a service-design blueprint for your overall project Discuss comments versus grades, email communications, promptness and attendance Course deliverable overview: business and social goals, journey map, research plan, research summary, service design blueprint Lecture: What is Service Design? Lecture: Designing for Service Touchpoints Readings: Service Blueprinting: A Practical Technique for Service Innovation, Bitner; Research for Sustainable Social Innovation, Manzini |
Fri | 11/4 |
| Week 2 – Define your service design business goal and social goal | |||
| 2 |
Discussion of readings Lecture: Integrated Wayfinding Solutions and M. D. Anderson Cancer Center Access Wayfinding System Reading and viewing: Yale School of Management Design and Social Enterprise Case Series – Mayo Clinic: Design Thinking in Health Care, IDEO and Doblin Group |
Mon | 11/7 |
| 3 |
Discussion of reading Class work, Assignment: Define your business goal and social goals |
Wed | 11/9 |
| Week 3 – Draft a customer journey map | |||
| - |
(No Class; Makeup on Friday) |
Mon | 11/14 |
| 4 |
Assignment due: Business and Social Goals Lecture: Share out of examples of customer journey maps and lecture on Capital Metro Experience Design Readings: The Experience Cycle, Dubberly and Evenson; Convergence, Richardson; Towards and Understanding of Experience Concept Development in Tourism Service Design |
Wed | 11/16 |
| 5 |
Discussion of reading Class work: draft an initial customer journey to guide your research (breakout and share back sessions (use butcher paper and sharpies to draw your customer journey) Write and share student comments (individual Word docs) |
Fri | 11/18 |
| Week 4 – Conduct service design research | |||
| 6 |
Short lecture on defining touch points, identifying key questions to answer through service design research, identifying locations, gaining access, introduction of AEIOU framework (this class will be held at frog in a service design project room) Class work: identify key touch points in your customer journey Assignment: write your research plan (identify key questions to answer through service design research) and continue your research |
Mon | 11/21 |
| - |
(No Class – Thanksgiving) |
Wed | 11/23 |
| Week 5 – Complete your research and share out findings | |||
| 7 |
Individual team research status |
Mon | 11/28 |
| 8 |
Share out of findings Write and share student comments |
Wed | 11/30 |
| Week 6 – Create a service design blueprint | |||
| 9 |
Work in class: service design blueprint (we’ll review the basic service design blueprint model as a refresher) |
Mon | 12/5 |
| 10 |
Work in class: service design blueprint Reading and viewing: Yale School of Management Design and Social Enterprise Case Series – Project M, Texting and Testing to Fight HIV/AIDS in South Africa, iTeach, PopTech, and frog, |
Wed | 12/7 |
| Week 7 – Continue service design blueprint work | |||
| 11 |
Guest lecturer with a service design technology project/solution (TBD) Discuss reading Continue service design blueprint work |
Mon | 12/12 |
| 12 |
Work in class |
Wed | 12/14 |
| Week 8 – Complete and present your service design blueprint | |||
| 13 |
Work in class |
Mon | 12/19 |
| 14 |
Final presentation due: a service design blueprint for your project Write and share student comments |
Wed | 12/21 |
