| Learning objectives |
To achieve the grade 12, students
should meet the following learning objectives with no or only minor
mistakes or errors: After the course the student should be able to:
- Identify, use and compare selected methods and tools from the
field of service design
- Do in-depth analysis and documentation of customer needs and
other stakeholder needs and requirements in a service system
- Apply findings from empirical work to service innovations
- Reflect on broader methodological aspects of various methods
within the field of service design
- Develop and present a comprehensively documented and motivated
prototype of a service design and use expressive visualizations of
a service
- Actively use prototyping methods and tools to produce and
evaluate a service design prototype
|
| Prerequisites for registering for the
exam |
|
Number of mandatory
activities: 2
Compulsory assignments
(assessed approved/not approved)
Finding, reading and providing a 1 page summary of 2 peer reviewed
papers.
Requirements about active
class participation (assessed approved/not approved)
Participating in design group work (min. 2 people). This is also
the exam group.
3 presentations of ongoing design work.
|
| Examination |
|
Service
design:
|
| Exam
ECTS |
7,5 |
| Examination form |
Oral exam based on written product
In order to participate in the oral exam, the written product
must be handed in before the oral exam; by the set deadline. The
grade is based on an overall assessment of the written product and
the individual oral performance. |
| Individual or group exam |
Oral group exam based on written group
product |
| Number of people in the group |
2-5 |
| Size of written product |
Max. 5 pages |
|
The exam will be a group oral examination based
on a poster. This entails that students must prepare a four-page
paper in the ACM "Extended Abstracts" format (download
template here:
http://www.sigchi.org/publications/chipubform/sigchi-extended-abstracts-format-2016/view)
and an A1-A0 poster presentation that takes its outset in their
service design work.
The short paper must contain a brief description of the project as
well as a theoretical/methodological critique of and reflections
on the design process and the results. |
| Assignment type |
Project |
| Duration |
Written product to be submitted on specified date and
time.
20 min. per student, including examiners' discussion of grade,
and informing plus explaining the grade |
| Grading scale |
7-step scale |
| Examiner(s) |
Internal examiner and second internal
examiner |
| Exam period |
Winter |
| Make-up exam/re-exam |
Same examination form as the ordinary
exam
|
|
| 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.
|
| Teaching methods |
First and foremost, the course is
intended as a practical and industry-relevant design 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. |
| Student workload |
| Lectures |
24 hours |
| Prepare to class |
100 hours |
| Workshops |
24 hours |
| Exam and prepare |
59 hours |
|
| 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/
|
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