AMUO-C3006 - Basics of Service Design, 08.01.2019-26.02.2019
This course space end date is set to 26.02.2019 Search Courses: AMUO-C3006
Reading 1 & Homework 1 due to 14th of Jan at 23:00.
Homework 1: Observations
Observation/Shadowing
Shadowing is contextualized information about how, when and why people act is needed to generate the understanding of human need and to develop meaningful insights for innovation. Traditional observations or diary studies do not provide the same depth of contextual information or detail about the purpose that is achieved through the shadowing method (Wood & Lewis, 2016).
First, decide where and when would you like to do the observations or shadowing. Then, select situation, event, environment or people that you want to observe or shadow in order to learn about the users, service providers, service or system or just to get the inspiration.
The place of observation could be where services are happening, for example, Posti, cafeteria, tax office, bank, S-Market, old fish market, petrol station, bus or train station, Otaniemi Campus.
You can do the exercise in a pair; one person can focus on something completely different than other. Observe the actual place where the services are happening e.g. the tilt, the encounter.
Observe the place from 30 min to 1h and try to answer the following questions:
• What different stages make up the service?
• What are people involved in delivering the service and what they do?
• What objects they use or interact with?
• What spaces the does service take place in?
• What information is available to people?
• How people involved in delivering the service contribute to the experience?
Make notes of your observations, take photos if possible (but ask before if people are happy with that) and draw a space. Feel free to use for the exercise the MindLab template. At the lecture, some of you will be asked to report about the exercise.
Bring this homework at the lecture and submit in My Courses.
Reading 1
Sustar, H., & Mattelmäki, T. (2017). Whole in One: Designing for Empathy in Complex Systems. In DESIGN+POWER: No 7 (2017): Nordes 2017 (DESIGN+POWER; Vol. 2017, No. 7). Nordes.org.
Question:
- 4 December 2018, 10:14 AM