Course content

Services are pervasive in our current societies; spanning both digital and physical environments. From eHealth services to eCommerce and traveling, public and private sector alike are service providers. In this course, you will learn about service design as a methodology. You will be coached in key techniques within service design, and learn how to analyze, plan, organize and make efficient costumer service journeys. The course will provide you with relevant skills for contributing to creating innovative user experiences of high quality.

Learning outcome

You will gain knowledge of: - Service design as a methodology - Techniques used in service design - Challenges and possibilities within a selected service chain Skills: You will gain skills related to: - Creating a service blueprint - Conducting ethnographic-oriented methods to gain in-depth insights into user experiences related to services; for example the shadowing observation technique. - Mapping costumer/user journeys. - Creating touch-point matrices - Prototyping and testing services General competencies: Upon graduation, you should be able to advice service providers on how to create high-quality user experiences and innovative services, through your ability to analyze, discuss, plan, streamline, design and prototype service chains.

Learning methods and activities

- Seminars/Lectures/Workshops - Project-based case work/Group work - Supervision

Specific conditions

Recommended previous knowledge

We recommend IMT1431/2010 Design Methods and Usability, or equivalent understanding of and skills related to user-centered design. Experience with qualitative methods such as observations and interviews is relevant.

Course materials

The course material is subject to changes, but tentative books are: This Is Service Design Doing: Applying Service Design Thinking in the Real World 1st Edition by Marc Stickdorn (Author), Markus Edgar Hormess (Author), Adam Lawrence (Author), Jakob Schneider (Author) and This Is Service Design Methods: A Companion to This Is Service Design Doing 1st Edition by Marc Stickdorn (Author), Markus Edgar Hormess (Author), Adam Lawrence (Author), Jakob Schneider (Author)