Service Design Seminar

Instructor

Denis Weil

The seminar investigates conditions and methods that allow for / enable the design of innovations in service delivery that are accretive i.e. improve both the experience / value for the customer as well as make the process more operationally efficient and/or less costly. The investigation will be based on the discovery and analysis of case studies with emphsis on developing a classification of different types of accretive innovations and different development methods and processes. Through the analysis of these "gold standard" service design innovations students will also learn about the practice and methods of service design in general.

Format & Grading

The seminar will jointly develop a definition, classification and methods anthology for accretive service innovation. This will be accomplished by class member researching case studies and through class and team discussions of the cases and of readings of textbooks and secondary research jointly developing the classification and anthology. Attendance in all the classes is critical.

One third of the grade will be based on weekly assignments and class participation. The two thirds will be derived from the contribution to the classfication and/or methods anthology. For this, the emphasis will be on depth of enquiry, strategic thinking and quality of the (information) design.