Service Design

Creating new services based on user and provider insights

Service design goes beyond products because it includes designing for relations between users and providers in situated (digitized) activities. The master class offers a better understanding of such activities, and help in analyzing current services and proposing new services.

Curriculum

The Master Class Service Design in 2024 focuses on a number of topics that make service design different from other types of designing (such as product design, interaction design, etc.). First, we look at tools that help us pay attention to the user experience of services over time, and in relation with service providers. Second, we consider how service design addresses a need among clients to enhance their capability to co-create services with a broad range of stakeholders.

Learning Objectives

  • During this master class you will:
  • gain insights into current developments in the design field and understand what Service Design comprises;
  • learn research and prototyping techniques (like journey mapping and acting out) to design new service propositions while focusing on the experiences of users and providers;
  • explore new service ideas by creating stakeholder maps and early business models.

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, and value flow (business) modelling.
  • Process steps towards developing a service concept and getting stakeholders on board
  • As case topics we will work both on commercial services (e.g. automotive services), and non-profit or mixed services (e.g. healthcare services)
  • Many case examples from industry and government services

Speaker

Dirk Snelders is full Professor of Organising Product and Service Design and associate editor of the Journal Design Studies. His research and education is about the dynamic relation between design and business, in particular with a focus on service design.

 

Registration: https://www.tudelft.nl/io/studeren/ide-design-master-classes/registration/

Website: https://www.tudelft.nl/io/studeren/ide-design-master-classes/service-design