Service Design at KISK: Intro
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This document outlines the structure and goals of a service design course. The challenge for students will be to redesign the Czech taxation process for self-employed entrepreneurs. The course will involve stakeholder mapping, creating personas, journey mapping, design workshops, prototypes, and a final presentation. Students will work in teams and be assessed based on their final design presentation and feedback from teammates. The document provides contact information for the instructor and background readings to help students prepare for empathic research interviews which will be conducted to understand stakeholders' experiences with the current taxation system.
Service Design at KISK: Intro
- 1. Service Design Intro Service Design Course VIKMB32 1
- 2. 2
- 3. What is needed to come up with service like this? 3
- 4. Why are you here? 4
- 5. The Challenge for Fall 2014 Re-design the Czech taxation process of self-employed entrepreneurs 5
- 6. 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 6
- 7. 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
- 9. 10 min break 9
- 10. Stakeholder Map 10 Work in teams of four to determine all possible stakeholders to this project. 15 min
- 11. 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.
- 12. 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
- 13. 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?
- 14. 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