Service Systems Workshop

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
Managing Interdisciplinary Teams Design Connoisseurship Engaging Stakeholders in Innovation Special Topics Faculty Research Design Process and Knowledge Making the User Centered Case
Modeling Complexity Theories of Communication Fundamentals of Visual Communication Advanced Diagramming Metaphor and Analogy in Design Diagram Development Communication Strategies Communication Design Workshop
Extensions of Media and Technology Interactive Space Interaction Design for Embedded Systems Interaction Design for Immersive Systems Prototyping Interactions Persuasive Interaction Design History of Interaction Design Interaction Design Methods Digital Development Workshop Interaction Design Workshop
Planning + Strategy
Designing Futures Adaptive Leadership Strategies for Open Innovation Organizational Models for Innovation Social and Economic Context of Design New Venture Design Innovation Methods Planning Implementation Business Models and Value Webs Business Frameworks and Strategy Design Planning Workshop Introduction to Portfolio Planning
Design Development & Implementation Product Architecture and Platforms Form and Materials New Product Definition Product Design Workshop
Systems and Systems Theory in Design Networked Objects Networked Cities Human System Integration Systems Modeling and Prototyping Platform-based Design Strategy Systems Approach to Design Information Structuring and Management Structured Planning Workshop Service Systems Workshop
User Research
Stimulus in Design Research Behavioral Economics Online Research Methods Principles and Methods of User Research Coding and Analysis Co-Design and Participatory Research Methods Survey Methods Cultural Probes Experience Modeling Interview Methods Research Photography Research Planning & Execution