2014/2015 KAN-CIEBV2010U Service Design
English Title | |
Service Design |
Course information |
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Language | English |
Course ECTS | 7.5 ECTS |
Type | Elective |
Level | Full Degree Master |
Duration | One Semester |
Course period | Autumn |
Timetable | Course schedule will be posted at calendar.cbs.dk |
Max. participants | 70 |
Study board |
Study Board for BSc/MSc in Business Administration and
Information Systems, MSc
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Course coordinator | |
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Main academic disciplines | |
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Last updated on 09-04-2014 |
Learning objectives | ||||||||||||||||||||||
After the course the student should be able to:
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Examination | ||||||||||||||||||||||
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Course content and structure | ||||||||||||||||||||||
(Please note that the course will be offered
in Danish unless non-Danish speakers attend the course)
Service Design (SD) can be described as “the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers” (Wikipedia, accessed 19.11.2012). Whilst the idea of service design has a separate history, much work in the field today is highly interdisciplinary takes place with an eye towards rich and continuous stakeholder engagement as well as user or customer experience. It might be possible, and even desirable, to setup a range of criteria or goals for SD. These could include usefulness, usability, efficiency, effectiveness and desirability, mirroring criteria often used in the evaluation of software. However, the interdisciplinary nature of Service Design is important since it gives practitioners a means with which to address more comprehensive landscapes of the customer context rather than focusing exclusively on a single perspective or a single artefact. Following this, a major challenge that this course will take up is to use a service design attitude and sensibility to inform innovations and working/expressive prototypes. Key tools will be highly eclectic, but cover UX oriented sketching, service design mapping, blueprinting, prototyping, scenario exploration, personas, and a variety of visual/video tools for data collection. |
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Teaching methods | ||||||||||||||||||||||
First and foremost, the course is intended as a
practical and industry-relevant course. Thus, students must, within
the first 2 weeks establish contact with a service providing
company or a company that could be relevant for a service design
intervention. This can be companies that provide services in any
sector; health, entertainment, insurance, public or civil services
(e.g. policing, housing, cleaning, care etc. etc.), HR,
information, transport, banking, value added goods etc. etc.
NB: It should be noted that often a good target for service design innovations is a company that delivers more that mere goods – service design generally focuses on companies that deliver additional values to their goods through various service efforts. Student activities will be centered on their own case. Mandatory learning activities • Identify and establish working relations with a company for the duration of the course • Group work in groups of 2-5 students • 2 written, 2 oral presentations • Attend and present at a plenary poster session • The student groups must identify and use (at least) 2 peer reviewed research papers (conference or journal paper) that has relevance for their chosen area. |
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Student workload | ||||||||||||||||||||||
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Further Information | ||||||||||||||||||||||
Changes in course schedule may occur
Friday 12.35-16.05, week 36-41, 43-48 |
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Expected literature | ||||||||||||||||||||||
Literature
Main book: Polaine, Løvlie & Reason: Service Design: From Insight to Implementation Research articles: Bonus: Four interesting places to go on-line: What is a business case in service design? http://www.designcouncil.org.uk/about-design/Types-of-design/Service- design/The-business-case/ The main network for service design professionals: http://www.service-design- network.org/links Overall introductions and general links to service design resources: http://www.doorsofperception.com/handouts/service-design-resources/ Extremely interesting articles and annotated links to the classics: http://www.howardesign.com/exp/service/ |
Last updated on
09-04-2014