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 Material and Questions
Reading material
For the papers' PDFs scroll down to the bottom of this page.
Instructions
Read paper before the lecture, and answer the question(s) or task(s) encompassed to each paper. Please answer questions shortly and consistently and submit your answers to My Courses.
Pre-Reading
1. Mager Birgit (2009) Service Design as Emerging Field, in Designing Services with Innovative methods: Perspectives on Service Design, Ed. Satu Miettinen, Mikko Koivisto, pp. 28-43
Question: What is for you three of the most important statements about the service design?
2. Kimbell, L., (2011) Designing For Service As One Way Of Designing Services. International Journal of Design, no. 5, vol. 2.
Question: What are the main differences between company A, B and C in their service design processes? (List three)
Task: Write down terminology that you did not understand.
Reading 1
Sustar, H. & Mattelmäki, T. (2017). Whole in One: Designing for Empathy in Complex Systems. Design+ Power No 7. Nordes 2017.
Question:
1) List all tools that were adopted in this project of redesigning immigration services on individual, service and systemic level?
2) Why designers used specifically these methods? List three reasons.
Extra
Pasman, G. (2016, May). Design fiction as a service design approach. In Service Design Geographies. Proceedings of the ServDes. 2016 Conference (No. 125, pp. 511-515). Linköping University Electronic Press.
Question: Why designers chose to implement a design fiction approach and not traditional SD tools?
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Reading 2
Read the paper,
1. Bitner, M. J., Ostrom, A., & Morgan, F. (2008). Service blueprinting: A practical technique for service innovation. California Management Review, no. 50, vol. 3, pp. 1-24.
and create a Blueprint of a service that you observed at the homework 1. If you require more information about the backstage processes, browse the service provider website, find a relevant article or other materials about organisation/company service delivery processes.
Question: What are the benefits that companies in the cases achieved when implementing Blueprint?Extra
2. França, C.L., Broman, G., Robèrt, K.H., Basile, G. and Trygg, L., 2017. An approach to business model innovation and design for strategic sustainable development. Journal of Cleaner Production, 140, pp.155-166.
Task: Create the business model canvas for the company where you are working or service that you are familiar with.
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Reading 3
Pirinen, A. (2016). The Barriers and Enablers of Co-design for Services. INTERNATIONAL JOURNAL OF DESIGN, no 10. vol. 3., 27-42.
Question: Find eight practical cases demonstrating four barriers and four enablers from your work experiences.
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Reading 4
1. Verganti, R. (2008). Design, Meaning, and Radical Innovation: A Metamodel And A Research Agenda. Journal of Product Innovation Management, 25(5), 436-456.
Task: Create the Mindmap of the paper content.
2. Diller, Shedroff, Sauber (2016) Blind Spot: Illuminating the Hidden Value In Business: Two Waves, 113-160 pp.
Question: What is in your view on the relation between meaning end experiences?
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Reading 5
Koivisto, M. (2009) Frameworks for Structuring Services and Customer Experience in Designing Services with Innovative methods: Perspectives on Service Design, Ed. Satu Miettinen, Mikko Koivisto, pp. 136-149
Questions: 1) List 5 the most important terminology and explain them in your own words.
2) What consists the basic service package according to Grönroos 2000?
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