Download - Service Design at KISK: Intro
Service Design Intro
Service Design Course
VIKMB32
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What is needed to come up with service like this?
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Why are you here?
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The Challenge for Fall 2014
Re-design
the Czech taxation process
of self-employed entrepreneurs
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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
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Communication
High standards of communication are expected.
My mobile 602 412 089
My email [email protected]
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
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10 min break
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Stakeholder Map
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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
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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
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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
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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