Class 1: Intro to Service Design
This class focuses on the tools and methodologies of service design. Students will learn methods
to evaluate and analyze services, and ways to document services; in order to improve the quality
of interactions that evolve over time.
Class 2: Touchpoints & Ecosystems
Touchpoints are the moments of interaction between a person and a service. They exist at various stages
of the customer journey whether they are consciously designed for or not.
In this class, students explore the concept of a customer journey; and how it manifests as a series of "touchpoints" that are experienced over time.
Class 3: Micro, Macro & the line of interaction
While the objects that create a service exist before customer interaction, the act of using a service is what manifests it in reality.
Services, unlike products or interfaces are crafted as they are consumed.
In this class, students explore the micro and macro components of a service model known as a service blueprint.
Class 4: Servicescapes
The service environment is rich in queues that help customers define expectations of how
interaction begins & the sequence or mode in which it will continue.
In this class, students will explore physical and digital clues that are present in a service environment.
Class 5: Designing Services
In this class, we reframe our understanding of a service, so that we can approach its creation with a rigorous & iterative process.
We examine a case study that applies human centered design to the creation of a multi-platform education service.
