Study Guide

Objective

After completing the course, the student is able to:

- Understand and apply the design thinking process as an iterative way of working
- Perceive the importance and potential of design thinking in organizations and society at large
- Encompass the importance of empathy and user-oriented way of thinking
- Put in practice established research methods used in service design, especially in order to gain, analyse and utilise customer/user insights
- Use different tools used in service design to visualise different stages of the service design process
- Work proactively and creatively and is able to start, manage, validate and analyse a service design project
- Design and offer alternative solutions to service design challenges

Content

Approach and applicability of design thinking
Service design process:
- starting points, definition
- identification of customer's problems and needs
- strategic planning
- co-design
- design (idea generation, concept design, prototyping)
- service production
- piloting and launching
- evaluation
Service design methods e.g: probes, observation, service safari, interviews, benchmarking, visualisation, prototyping, validation
Service design tools e.g: mind map, story board, personas, customer journey map, service concept, service blueprint, business model canvas
Service design project - adapting theory to a real working life project with a commissioner