Service Design

Services are pervasive in our current societies; spanning both digital and physical environments. From eHealth services to eCommerce and traveling, public and private sector alike are service providers.

In this course, you will learn about service design as a methodology. You will be coached in key techniques within service design, and learn how to analyze, plan, organize and make efficient costumer service journeys. The course will provide you with relevant skills for contributing to creating innovative user experiences of high quality.

Knowledge:
You will gain knowledge of:
- Service design as a methodology
- Techniques used in service design
- Challenges and possibilities within a selected service chain

Skills:
You will gain skills related to:
- Creating a service blueprint
- Conducting ethnographic-oriented methods to gain in-depth insights into user experiences related to services; for example the shadowing observation technique.
- Mapping costumer/user journeys.
- Creating touch-point matrices
- Prototyping and testing services

General competencies:
Upon graduation, you should be able to advice service providers on how to create high-quality user experiences and innovative services, through your ability to analyze, discuss, plan, streamline, design and prototype service chains.

- Seminars/Lectures/Workshops
- Project-based case work/Group work
- Supervision