Service Systems Workshop

Explores how to design services with multiple stakeholders, elements, and delivery channels.

Objective & Outcomes

This course will equip students with the knowledge and skills to assess service methods and identify the challenges to delivering a quality service experience. Students will become familiar with methods and tools that address designing systems with multiple stakeholders, designed elements, and delivery channels. Students will also get experience applying the tools and process of service prototyping, delivery, and producing recommendations for service enhancements.

Upon completing this course, students can generate new service opportunity landscapes illustrated by high-level concepts.

Typical Schedule

Session 1: Service Fundamentals
Session 2: Primary Research with Stakeholders
Session 3: Secondary Research
Session 4: Stakeholder Landscape
Session 5: Value Propositions
Session 6: Value Exchange & Stakeholder Engagement
Session 7: Visualize Concepts at a High Level
Session 8: Service Modeling
Session 9: Experiment Design
Session 10: Experiments Round 1
Session 11: Experiments Round 2
Session 12: Service Blueprints
Session 13: Package Work to Communicate Recommendation
Session 14: Package Work to Communicate Recommendation