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Service Design 4: Digital Services

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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.

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.

Published in: Business, Education

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  • 1. Service Design Digital services Service Design Course VIKMB32 4
  • 2. 2 What‘s the news this week?
  • 3. Welcome to kentico 3
  • 4. The Essay Deadline: 30 April 2014 10:00 at adam.hazdra@gmail.com 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. 4
  • 5. The Essay Option 1: Innovation Report Describe 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. 5
  • 6. The Essay Option 2: Opinion paper Answer 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. 6
  • 7. The tandem project Two-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 service you‘ll be working on. 7
  • 8. Until Next Time 1) Prepare a short presentation on good/poor customer service you encountered lately. PPT is preffered format. 2) Please read one of the following books. 8
  • 9. Next Meeting Mahen Library Kobližná street (close to Náměstí Svobody) Wednesday 16 April 2014 12:30 – 15:30 9