Service Design

Recommended Prerequisites

Design skills, ability to express ideas visually and through low-fidelity prototypes, understanding of the English language.

Teaching Methods

Classes will be of two types: theoretical-practical and laboratory practices. Theoretical-practical classes will consist of the presentation of concepts, methodologies and techniques specific to the area of service design, with short practical exercises to apply them. Laboratory practice classes will focus on testing the application of techniques in the context of a concrete service design project, with each stage including sessions of constructive criticism and comments by colleagues, the teacher, and experts in the final presentation of the project developed in group.

Learning Outcomes

This curricular unit aims to develop in students the knowledge and understanding of the current techniques for a service design experience, in particular those whose realization incorporates or depends essentially on the design of innovative forms of interaction based on information and communication technologies. The student should be able to:

- Understand the main practices and tools used in the context of Service Design.

- List, describe, understand the applicability and apply different Service Design models and modeling techniques in concrete situations.

- Experiment, evaluate and validate the various components of a service, from the concept, to scenarios, blueprints and prototypes of a service.

- Develop, test and present a Service Design project for a specific context.

- Evaluate the design result critically, in view of the intended service experience.

- Develop teamwork strategies.

Work Placement(s)

No

Syllabus

1. The interdisciplinary problem of a service design experience

2. Service Design application areas and case studies

3. Methods for the design and investigation of the service experience

4. Modeling service contexts and value networks

5. Service design models: service blueprints, from contact to operations

6. Prototyping and evaluating services

7. Service experience assessment

8. Business Model Canvas.

Head Lecturer(s)

Paula Alexandra Gomes da Silva

Assessment Methods

Assessment
Project: 50.0%
Resolution Problems: 50.0%

Bibliography

Stickdorn, M., & Schneider, J. (2012). This is Service Design Thinking: Basics, Tools, Cases. Wiley.

Stickdorn, M., Hormess, M. E., Lawrence, A., & Schneider, J. (2018a). This Is Service Design Doing: Applying Service Design Thinking in the Real World. O’Reilly Media.

Stickdorn, M., Hormess, M. E., Lawrence, A., & Schneider, J. (2018b). This Is Service Design Methods: A Companion to This Is Service Design Doing. O’Reilly Media.

Osterwalder, A., & Pigneur, Y. (2010). Business Model Generation: A Handbook for Visionaries, Game Changers, and Challengers. John Wiley and Sons.

Artigos e vídeos selecionados subjacentes às temáticas de Design de Serviços. | Selected articles and videos on Service Design topics.