Service Design: Designing for Experience Over Time

Learn how to structure new service innovations that deliver value to customers and users

Created by: Jon Kolko
Partner, Modernist Studio

What Will I Learn?

• Analyze an existing service in order to judge its efficacy and value. This provides you with a language of criticism and evaluation.
• Think about experiences as a series of designed touchpoints. This is a new perspective on products, treating them as part of dynamic ecosystems.
• Understand how changes in one part of a system impact another part of a system. Systems thinking realizes that ecosystems are complex, and simple causality is hard or impossible to identify.
• Tell stories of how people experience designed artifacts. The ability to craft narratives becomes one of the most fundamental ways of communicating time-based interactions.
• Visualize how a person interacts with touchpoints in order to achieve a goal. These time-based visualizations bring narratives and stories to life in accessible, approachable formats.
• Articulate the value of designing for time-based experiences. This provides you with the ability to sell and evangelize for service based thinking.
• Create rapid, low fidelity prototypes of experiences. Crafting prototypes of interactions helps show otherwise hidden system boundaries.

Requirements

• You should have a large workspace where you can spread out all of the course materials
• (Optionally) You should have a friend who can work through the course with you

Target audience

• This course is for designers, looking to broaden their skillset and abilities
• This course is for product managers, looking to understand the relationship between products, services, and design
• This course is for business owners, looking to drive revenue and growth through new innovative service offerings