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2019/2020 KAN-CBUSV2023U 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 |
| Start time of the course | Autumn |
| Timetable | Course schedule will be posted at calendar.cbs.dk |
| Max. participants | 120 |
| Study board |
BUS Study Board for BSc/MSc in Business Administration and
Information Systems, MSc
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| Teaching methods | |
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| Last updated on 04-06-2019 | |
Relevant links |
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| Prerequisites for registering for the exam (activities during the teaching period) | ||||||||||||||||||||||||||
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Number of compulsory
activities which must be approved: 2
Compulsory home
assignments
Finding, reading and providing a 1 page summary of 2 peer-reviewed papers on service design, 1 page in total for both papers.
Oral presentations
etc.
Participating in design group work (min. 2 people). This is also the exam group. Hand in a summary/slides of 3 presentations of ongoing design work. The presentations are given in class by the exam groups (min 2 people) and is about ongoing work analysis and design work. Retake of both assignments: If a student cannot participate in one or two of the compulsory activities due to documented illness, or if a student fails one or two activities in spite of making a real attempt to pass the activity, then the student will be given an extra attempt before the ordinary exam date. This extra attempt is a 10 page home assignment which will cover the two mandatory activities, as well as reflections on the project domain, theories, methods, and approaches. |
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| Examination | ||||||||||||||||||||||||||
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| Course content, structure and pedagogical approach | ||||||||||||||||||||||||||
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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.
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| Description of the 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.
NB: It should be noted that often a good target for service design innovations is a company that delivers more than 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. |
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| Feedback during the teaching period | ||||||||||||||||||||||||||
| The teacher will give continous feedback and give feedback to students after in-class presentations. Office hours are provided. | ||||||||||||||||||||||||||
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| Expected literature | ||||||||||||||||||||||||||
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The literature can be changed before the semester starts. Students are advised to find the final literature on Canvas before they buy the books.
Literature
Blomkvist & Holmlid (no date). Service Prototyping According to Service Design Practitioners, available: http://www.servdes.org/pdf/blomkvist-holmlid.pdf
Buchenau et al. (2000). Experience Prototyping, Proceedings of DIS ’00, Brooklyn, New York, 2000
Clatworthy, S. (2011). Service Innovation Through Touch-points: Development of an Innovation Toolkit for the First Stages of New Service Development, In International Journal of Design Vol.5 No.2 2011
Coughlan et al. (2007) Prototypes as (Design) Tools for Behavioral and Organizational Change: A Design-Based Approach to Help Organizations Change Work Behaviors, in The Journal of Applied Behavioral Science, Vol. 43 No. 1, March 2007 1-13
Cross, N. (1982), Designerly ways of knowing, in Design Studies, vol. 3 no 4 October 1982 pp. 221-227
Goldstein et al. (2002). The service concept: the missing link in service design research? Journal of Operations Management 20 (2002) 121–134
Iacucci et al. (2000). On the Move with a Magic Thing: Role Playing in Concept Design of Mobile Services and Devices, in Proceedings of DIS ’00, Brooklyn, New York, 2000
Junginger & Sangiorgi (2009). Service Design and Organizational Change: Bridging the Gap Between Rigour and Relevance, in Proceedings of IASDR 2009, Rigor and Relevance in Design, Special Session on Rigor in Service Design Research. Seoul, South Korea
Kimbell , L (2009): Beyond Design Thinking – Design-as-Practice and designs-in- practice, Paper presented at the CRESC Conference, Manchester, September 2009.
Kimbell, L. (2010). From user-centered design to designing for service, Paper presented at Design Management Conference, London 2010
Kolko (2010). Abductive Thinking and Sensemaking: The Drivers of Design Synthesis, in Design Issues: Volume 26, Number 1 Winter 2010
Latour, B. (2005). Introduction to ’Reassembling the Social: An Introduction to Actor-Network Theory. Oxford University Press, 2005
Mager, B (2008).‘Service Design’ in Design Dictionary, Birkhäuser, Basel (2008)
Morelli (2002). Designing Product/Service Systems: A Methodological Exploration, in Design Issues, Vol. 18, No. 3, (Summer, 2002), pp. 3-17
Salvador et al. (1999). Design Ethnography, in Design Management Journal, Vol. 10, No. 4, Fall 1999.
Sangiorgi & Clark (2004). Toward a Participatory Design Approach to Service Design, in PDC-04 Proceedings of the Participatory Design Conference, Vol 2, Toronto, Canada, July 27-31, 2004
Segelström et al. (2009). Thinking and Doing Ethnography in Service Design, in In Proceedings of IASDR 2009, Rigor and Relevance in Design, Special Session on Rigor in Service Design Research. Seoul, South Korea
Strömberg et al. (2004). Interactive scenarios—building ubiquitous computing concepts in the spirit of participatory design, in Personal and Ubiquitous Computing, 2004 (8), 200-207.
Wasson (2000). Ethnography in the Field of Design, in Human Organization, Vol. 59, No. 4, 2000.
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