This course combines best practices of service design with aspects of creating change in an organization. Service design focuses on the alignment and design of multiple brand touchpoints in a customer’s journey, including environments, interactions, media, and products. The results are more effective and more enjoyable customer experiences. In a world that is growing more and more connected and complex, designers are facing a diverse set of challenges and have to interact with an even more diverse group of stakeholders. Equipping students with a toolset to navigate these waters successfully, this course consists of lectures, workshops, simulations, and discussions.
This course will run as an ‘enhanced lecture series’. While there is no overall course project, participants are required to create their own service design management & organizational activation toolset of best practices. Each lecture will cover the core principles for creating a basic section in the book, and students will find that some supporting research will greatly improve the personal usefulness. This book is due at the end of the course (with several checkpoints throughout), and we’ll publish all work as PDFs under a Creative Commons license. We’ll also share core insights during a poster session.
During this crucial phase in any design process, any person managing a design process is required to interface with a large group of stakeholders (this is true for consultancies as well as in-house teams). Any mistakes and misaligned expectations at this stage can result in costly failures and re-work at a later stage in the design process. The lectures and interactive units cover base strategies and tactics for success.
As the design field is gaining worldwide traction and respect in the value chain, the need to interface with business stakeholders and decision makers in a meaningful way is consistently growing. During the phase of planning, business objectives need to be understood and/or created. This module covers this very interesting intersection of design and business thinkers.
Design is not just an outcome, it is a process. Depending on the subject matter, there is not one single, universal process – there is a requirement for nimble customization and adoption with any new problem solving situation throughout the process. A responsible design practitioner will find the need for effective facilitation and planning everywhere in the practice.
This module is designed to make the lecture experiences personal. Realizing that there is a wide variety of different personal and professional backgrounds among the student body, it is imperative to take the general course learnings onto a personal level.
See some relevant books here.