Service design is hot. Services are increasingly parts of design solutions, both in industry and in society. At the same time, design is becoming more multidisciplinary and the design approach is being applied to a wide range of problems. Service design is a specific design-perspective which is truly user-centered: the needs of end-users are the starting points for the design process, but the clients’ needs are also taken into account as much. The solution space can be quite complex: different stakeholders and new technologies are combined to develop solutions. In order to work collaboratively with these different stakeholders (users, clients, designers, developers and other parties), designers are increasingly becoming the ‘facilitators’ of innovation processes.

During this master class, you will:

  • gain insights into current developments in the design field and understand what service design comprises
  • learn techniques (journey mapping) to design new service propositions while keeping the user experience central
  • explore new service ideas by creating stakeholder maps, blue prints and early business models
  • learn how to prototype for services, so that you are able to prototype a service concept yourself and involve stakeholders for feedback.

Content

  • Overview of latest trends in the design discipline and how service design is understood by different disciplines
  • Practical assigments with techniques such as journey mapping, service prototyping, takeholder maps and service blue prints
  • Process steps towards developing a service concept (interaction design and development of interactive services)
  • As a case topic we will work on the experience of customers who visit the Rotterdam filmfestival
  • Many case examples from industry.

Programme

Programme Day 1

  • 09.00 – 09.30 Registration and welcome coffee
  • 09.30 – 10.00 Introduction and overview Overview of the master class, aims and structure, expectations and background of the participants
  • 10.00 – 11.00 Lecture – Service design: what is it about?Service design from different discipline perspectives New roles for designers
  • 11.00 – 11.30 Break
  • 11.30 – 12.00 Lecture about designing service concepts with digital media solutions
  • 12.00 – 13.00 Discussion round What are the challenges the participants face when designing new interactive service concepts?
  • 13.00 – 14.00 Lunch at Industrial Design Engineering
  • 14.00 – 17.30 Assignment 1: creating a concept by journey mapping. Mapping the user experiences and identifying opportunities for innovation, and creating a pitch of your service concept.

Programme Day 2

  • 10.00 – 10.30 Lecture: blueprints and back end design
  • 10.30 – 13.00 Assignment 2: creating blueprint and brief for developers
  • 13.00 – 14.00 Lunch at de Porceleyne Fles
  • 14.00 – 15.00 Case presentation of interaction design agencies dealing with UCD innovation methodologies in their everyday practice
  • 15.00 – 15.30 Break
  • 15.30 – 17.00 And me?…Discussion of cases and how to implement this in your own business and daily work
  • 17.00 – 17.30 Wrap up
  • 17.30 – 19.00 Drinks and closing

How to prepare
As preparation for this IDE Master Class, you will be send some open questions (about the case topic) one week before the IDE Master Class takes place.

Materials All materials provided are included in the course fee. Literature for this year is:

After the course 
On October 21th from 16:00 until 18:00, an after meeting is organized for reflection and coaching of participants.

Practical information
Group size: 12 – 20 participants
Costs: 950 ex VAT (€ 850 for members of BNO, KIVI IO, Design Management Network or HumanFactorsNL, € 750 for IDE alumni)
Registration deadline: 14 September 2015 Click here to register.
Source: Delft University of Technology