service design 4: digital services
DESCRIPTION
Fourth lecture on service design at KISK Masaryk University, Brno, Czech Republic. This time, we visit Kentico, the CMS producer, and design a digital service along the way.TRANSCRIPT
Service DesignDigital servicesService Design Course
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What‘s the newsthis week?
Welcome to kentico
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The EssayDeadline: 30 April 2014 10:00 at [email protected]
Word Count: max. limit 4000 words (excluding literature)
Formatting: font size 11, well-formatted and well-designed
Assessment Criteria: a) your understanding of the subject; b) depth of your analysis; c) structure of the argument; d) originality of conclusions and/or recommendations; e) visual appearance of the document and f) language clarity.
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The Essay Option 1: Innovation ReportDescribe one service of your choice, analyse it and come up with innovation recommendations.
Think of this essay as of a document that might be sent to top management of the firm or institution in question. You have to be clear, concise and speak the industry language. We expect you to study the industry and the service thoroughly and to frame the essay with theoretical background gained from literature.
Tip: You may employ HCD methodology as the theoretical framework for your essay.
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The Essay Option 2: Opinion paperAnswer one of the following questions with a robust knowledge from reading.
• Do all industries provide services now?
• How do you expect postal services in the Czech Republic to develop in the next 10 years?
• What are the major strengths and weaknesses of public services in the Czech Republic from the customer experience (CX) perspective?
• How does technology influence services?
• One thing the NGOs
You are expected to provide an original opinion, not just copy-pasting the opinions of others.
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The tandem projectTwo-person teams cooperate on a realistic design challenge together. We‘ll follow the HCD methodology, hence I expect you to do:
1. Empathic research for your project (min. 5 in-depth interviews per student)
2. Brainstorming session
3. Min. one quick prototype of the best idea
Important: Until next session please form your teams and pick a serviceyou‘ll be working on.
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Until Next Time1) Prepare a shortpresentation on good/poorcustomer service youencountered lately. PPT is preffered format.
2) Please read one of the following books.
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Next MeetingMahen Library
Kobližná street (close to Náměstí Svobody)
Wednesday 16 April 2014
12:30 – 15:30
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