Service Design Intro

Service Design Course

VIKMB32

1

2

What is needed to come up with service like this?

3

Why are you here?

4

The Challenge for Fall 2014

Re-design

the Czech taxation process

of self-employed entrepreneurs

5

Course Structure

1. Stakeholder map and Empathy Training Today

2. Goal-Oriented Personas 8 October

3. Journeys and Touchpoints 22 October

4. Design Workshop and Prototype 5 November

5. Prelim Design 19 November

6. Final Design Presentation 10 December

DIS meeting on Jan 30 2015 at 18.30 at Baroko Restaurant

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Assessment

Final Desing Presentation 70 %

360 Degree Team Feedback 30 %

Pass/ Didn‘t Pass

Design Feedback Throughout

Individual Feedback at the End

7

Communication

High standards of communication are expected.

My mobile 602 412 089

My email adam.hazdra@gmail.com

Please allow me up to two days to respond.

All information (lectures, dates) will be available at my blog at adamhazdra.blogspot.cz

Background Reading

8

10 min break

9

Stakeholder Map

10

Work in teams of four to determine all possible stakeholders to this project.

15 min

Empathic Research

11

There are plenty of methods you may use:

Interviews

Observation

Mystery Shopping

Diaries

Questionnaires

Secondary Data Analysis

Competition Review

We need to:

1. Know who to do research with (stakeholders)

2. How to do it (deep dives)

3. How to record the results (template + place)

The goal is always to understand the problem at hand as much as possible.

Deep Dives

12

Split into pairs

One is designer, one is respondent

Designer tries to understand everyday routines to design a better toothbrush

10 mins

Change the roles

Do the same thing with our discussion in mind.

10 mins

Deep Dives: Our Challenge

13

What questions we may ask during the interviews?

What not to forget during the interview?

How to record it?

How many interviews you should do?

Next Time

14

We will review your research and insights and construct personas out of that.

To understand the personas, please read

OR http://www.cooper.com/journal/personas

8 Oct 13.00 – 16.00 Here at KISK somewhere