This course is a hands-on workshop to learn and apply service design methods (service design being an iterative, interdisciplinary, multi-touchpoint, and multi-channel approach) to design a user experience.

Services in this light are increasingly dynamic, interconnected systems that need to be thoughtfully designed and choreographed. Service components can be tangible design elements–graphic, interaction, product, environments–or intangible elements such as roles, organizational structures, and incentives. Designing for services require new approaches and tools that help designers manage complexity throughout the design process.

Learning Objectives
This course will teach Service Design methods and tools that address designing systems with multiple stakeholders, designed elements, and delivery channels. These tools will be used in a team-based project that starts with identifying an opportunity for a service all the way to crafting a service blueprint that documents the structure of the service. The final service solution will consider both the user experience as well as the operations necessary to support the service.

Learning Outcomes

  • Understand the definitions and categorizations of services
  • Explore the attributes of quality service experiences and the challenges of delivering one
  • Gain experience with the design challenges for large scale systems
  • Apply tools and processes to an team-based service design project and produce rough service experience prototypes