Throughout our lives we encounter services that span industries as varied as health care, banking, transportation, and retail. In fact, the service sector makes up nearly 70 percent of the U.S. economy, yet frustrating service experiences still abound. This course will examine the increasing need for the improvement of services and the development of service innovations.
Working individually and in groups, students will address the challenges and the opportunities in designing for the service sector through methods such as blueprinting, service enactment, and front- and back-stage processing. By employing these methods in combination with interaction design approaches, students will be able to gain an understanding of service ecologies and learn to choreograph human-centered, responsive, and memorable services.
