DESB32 Service Design: Mapping Experiences

Faculty of Arts
Autumn 2023
Extent and Intensity
1/1/0. 5 credit(s). Type of Completion: zk (examination).
Teacher(s)
MgA. Michaela Štetiarová (lecturer)
PhDr. Ladislava Zbiejczuk Suchá, Ph.D. (lecturer)
Mgr. Simona Kramosilová (seminar tutor)
Guaranteed by
MgA. Michaela Štetiarová
Department of Information and Library Studies – Faculty of Arts
Contact Person: Mgr. Alice Lukavská
Supplier department: Department of Information and Library Studies – Faculty of Arts
Course Enrolment Limitations
The course is only offered to the students of the study fields the course is directly associated with.

The capacity limit for the course is 28 student(s).
Current registration and enrolment status: enrolled: 22/28, only registered: 0/28
fields of study / plans the course is directly associated with
Course objectives
Students will become familiar with the deeper principles of service design. In the theoretical part, they will learn to critically evaluate the methods used and appropriately design a design process for their project. The practical part focuses on developing the ability to identify and analyse user needs. It will involve mapping products and services and creating an experience architecture. They will acquire methods for mapping user experiences and their practical application. They will learn to work on projects as part of a team and related skills such as collaboration, communication, problem-solving, and mutual inspiration for change, as well as how to implement these changes in organisations.
Learning outcomes
Upon completion of the course, the student will be able to:
- critically reflect on the design process and individual methods,
- analyse problems and identify user needs,
- design with a focus on user needs and verify proposed solutions,
- present and communicate their designs effectively to clients.
Syllabus
  • 1. Service Design and Mapping Experiences: Definitions and Principles
  • 2. Mapping Experiences and Identifying Opportunities
  • 3. Customer Journey Mapping
  • 4. Value Creation
  • 5. Service Testing and Prototyping
  • 6. Service Blueprinting: Principles and Elements
  • 7. Communication and Presentation of Solutions
Literature
    required literature
  • Risdon, Ch., Quattlebaum, P. (2018). Orchestrating Experiences: Collaborative Design for Complexity. Rosenfeld Media.
  • Loo Downe (2022). Good Services: How to design services that work. BIS Publishers.
    recommended literature
  • Stickdorn, M., & Schneider, J. (2018). This is Service Design Methods. O’Reilly Media.
  • Polaine, A., Løvlie, L., & Reason, B. (2013). Service Design: From Insight to Implementation. Rosenfeld Media.
Teaching methods
- Lectures
- Hands on exercises
Assessment methods
Project
Language of instruction
Czech
Further comments (probably available only in Czech)
Study Materials
The course is taught annually.
The course is taught in blocks.
The course is also listed under the following terms Autumn 2024.
  • Enrolment Statistics (Autumn 2023, recent)
  • Permalink: https://is.muni.cz/course/phil/autumn2023/DESB32