Glasgow school of art: service handbook for students 2012


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Glasgow school of art: service handbook for students 2012

  1. 1. The Methods & Staff Principles Page 02 Page 10 2012 / 2013TimeTablePage 13 Programme Overview Page 01 About Design Process Page 06
  2. 2. ProgrammeOverviewService design is an interdisciplinary approach that has emergedfrom the combination of different methods and tools from variousdisciplines, both traditional design and beyond. It is an emergingway of thinking and designing, as opposed to a new stand-aloneacademic discipline. It sees the application of established designprocess and skills to the development of services. This usually seeksto design the experiences leading to a better customer/userexperience and better efficiency in terms of the service provider; amutually beneficial approach for both consumer and provider. Theservice design approach will normally involveamulti-disciplinaryteam who work with stakeholders and end-usersthroughout the design process.Service design emerged as a new generation of designers began toapply their industrial design process to the designing of immaterialexperiences such as services. Service design continues to grow as adiscipline as organisations are becoming increasingly aware thatthey can no longer rely on providing value solely through productsbut need to move into creating meaningful and memorablecustomer experiences. At The Glasgow School of Art, Service Designis taught at both undergraduate and postgraduate levels, as a meansof applying the creative to complex problems, usually combiningartefacts, interactions and experiences - through the design ofservices that exist, unfold and evolve in both space and time.At GSA there is an emphasis upon the social value of service design,as well as its economic importance. Consequently, we have workedwith NHS Scotland, the Scottish Government, Highlands & IslandsEnterprise, as well as commercial and private sector organisations.As with all user-centred design, the focus is upon people - what theydo, how they do things, why and when they seek to engage with theworld around them through private or public sector services. Theubiquity of digital information makes this type of design practicevital to the evolution of service providers and to ensure the qualityof experience for service users. Services are everywhere, and theyare spreading. The role of service design is to put human experienceand aspiration at the heart of the design process as it addresses theworld of services. The M.Des Design Innovation & Service Designseeks to equip students with the thinking, tools and processes ofservice design and to create innovation in the conception, designand delivery of services and service experiences. 01
  3. 3. ProgrammeStaff Dr.Gordon Dr. Hush Programme Leader email Phone EXT. 4406Gordon Hush studied Sociology at the University of Glasgow. Hehas worked for the Glasgow School of Art in a variety of roles andcapacities, since 1997. Currently, he is Head of the Product Designdepartment and charged with overseeing the academicdevelopment of Design Innovation at GSA. He also supervisesDoctoral Research in the areas of design and cuture.His research interests include the relationship between socialtheory and desig, particularly the interaction and ‘consumption’ ofdesigned products in contemporary capitalist society, especially asthese inform design practice. Current design projects include annew international collaboration between GSA, Chiba University(Tokyo), Parsons’ The New School for Design (New York) andFujitsu Corporation exploring the future applications oftechnology; the development of web-based broadcast technologyby local communities with M.I.T. (Boston); paricipating in amulti-institutional ESPRC-funded study ‘Aging PopulationAttitudes to Sensor Controlled Home Energy’. 02
  4. 4. ProgrammeStaff Stuart Bailey Subject Leader email Phone EXT. 4621Stuart G Bailey began professional life as a physicist and workedfor communications and aerospace organisations in the UK andabroad. Having developed an interest in how people use, interactwith and experience products, Stuart returned to Glasgow in 1989to study product design at the Glasgow School of Art.Following a 13-year period in consultancy designing user-centredproducts and developing strategies for design, Stuart is nowteaching within the product design and product design engineeringdepartments and developing research at Glasgow School of Artwith an emphasis on design for experience and service design.He is currently the Service Design subject leader for the M.DesDesign Innovation and the M.Sc International Management &Design Innovation programmes. Stuart has presented papers atinternational conferences including speaking on design for servicesat ServDes and the Service Design Network events. 03
  5. 5. ProgrammeStaff Dr.Iain Dr. Reid Studio Leader email Phone EXT. 1492Iain’s lecturing post in GSA’s Design School primarily involves thestudio delivery of the Masters programmes in Design Innovation. Agraduate of The Product Design programme at GSA, his career todate has seen him work across a spread of design activity, rangingfrom brand direction, communication strategy and visualisation toproduct, service and experience design.Consultancy projects have involved both private and public sectorclients including Barnardos, Capita, Schuh, Scott & Fyfe, CairngormMountain, Royal London, The Morris Inns Group and Nesta as wellas several start-ups such as ethical fundraising enterprise,CharitAid. Iain has also presented design-led projects and relatedresearch on the wider socio-cultural impact of design, atinternational conferences and events, earning his PhD in 2010. 04
  6. 6. ProgrammeStaff Irene Bell Programme Co-Ordinataor email Phone EXT. 4736Irene Bell is the Programme Coordinator across the DesignInnovation Masters programmes and subject leader in MDesDesign Innovation & Environmental Design. She has 25 yearsexperience as a lecturer and teacher across year groups andsubjects, with particular specialism in Ceramics.As a maker and a practitioner she has exhibited widely in Britainand abroad. Her work and working practice has been documentedin books and publications and includes commissioned projects andwork in collections from around the world, including Japan, Icelandand U.S.A. 05
  8. 8. DesignProcessInsight Gathering | “DISCOVER”The first quarter of the double diamond model marks the start of theproject. This begins with an initial brief or subject area, often sourcedfrom a discovery phase in which user needs are identified. These include:Market researchUser engagementManaging informationDesign research groups & workshopsOpportunity Spotting | “DEFINE”The second quarter of the double diamond model represents thedefinition stage, in which interpretation and alignment of these needsto project objectives is achieved. Key activities during the Define stageare:Research and insight analysisUser mappingIdentify unmet needsBrief refinement 07
  9. 9. DesignProcessIdea Exploration | “DEVELOP”The third quarter marks a period of development where design-ledsolutions are developed, iterated and tested within the company. Keyactivities and objectives during the Develop stage are:Multi-disciplinary workingVisual managementCo-CreationPrototyping & TestingIdea Refinement | “DELIVER”The final quarter of the double diamond model represents the deliverystage, where the resulting product or service is finalised and launchedin the relevant market. The key activities and objectives during thisstage are:Final testing & prototypingApproval & launchTargets, evaluation & feedback loops 08
  10. 10. DesignProcess 09
  11. 11. Methods &PrinciplesThroughout the year, project deliverablesshould adhere to the Design Innovationprinciples of being ‘solution-driven’,‘user-centred’ and ‘co-creative’. Creativity Design is what links creativity and innovation. Innovation 10
  12. 12. Methods &Principlesgsadesignglossary.comThe Design Glossary presented here by the School of Design, TheGlasgow School of Art, is intended to help both students and designpractitioners navigate the increasingly complex vocabulary, diversepractices, approaches and disciplines that constitute designeducation and the design professions today. The challenges totraditional ways of designing for, making with and communicatingto audiences, users, clients and stakeholders has led to a plethora ofnew terms, tools and practices on behalf of designers – engagingwith these developments is that much easier if you can readily andsimply access their definitions and see examples of their use. That isexactly what this Glossary seeks to do. 11
  13. 13. RecommendedResourcesService Design:Stickdorn, M & Schneider, J. This is Service Design Thinking. BIS Publishers, Amsterdam,2010. http://wbispublishers.nlww.Meroni, A & Sangiorgi, D. Design for Services, Gower Publishing Ltd, Farnham, England,2011.Browsing:Service Design consultancy, Engine: Design consultancy, Live|Work: Design tools resource: papers on service design: articles and papers relating to service design: and resources relating to service design research: design approaches:Moggridge, B, Designing Interactions. The MIT Press,, ISBN0-262-13474-8 http://www.designinginteractions.comKoskinen, I & Battarbee, K & Mattelmäki, T. Empathic Design: User experience in ProductDesign. IT Press,, ISBN 951-826-708-1Barfield, L. Designing the Real World. Lon Barfield, Bosko Books,, ISBN 0-9547239-1-0Barfield, L. The User Interface: concepts & design. Bosko Books,,ISBN 0-9547239-0-2Design thinking and commentary:Brown, Tim. Design Thinking, Harvard Business Review, June 2008. www.hbr.orgSterling, Bruce. Shaping Things, ISBN 0-262-69326-7Thakara, John. In the Bubble: Designing in a complex world, ISBN 0-262-20157-7Videos and presentations:TED - Ideas worth spreading - is a nonprofit devoted to Ideas Worth Spreading. It started out (in 1984) as aconference bringing together people from three worlds: Technology, Entertainment,Design.The Importance of Experience Design, Keynote: Tedde Van Gelderen - part 1 through 4Part 1 - 2 - 3 - 4 - and Experience Design 12
  14. 14. YourTimetable Stage 1 MON TUE WED THU FRI 0930 Year Briefing 1000 MDes Studio Briefing TBC Workshop Induction 1100 Core Research Skills Briefing17 / 09 1400 Projector Project Launch 1800 Projector Presentations 1000 Design Theory24 / 09 1400 Design Methods in Practice 1000 Design Theory 1100 Core Research Skills01 / 10 1400 Design Methods in Practice 1400 Studio Review 1000 Design Theory 1100 Core Research Skills08 / 10 1400 Design Methods in Practice 1400 Studio Review 1000 Design Theory 1100 Core Research Skills15 /10 1400 Design Methods in Practice 1400 Studio Review 1000 Design Theory 1100 Core Research Skills22 /10 TBC FUJITSU Project Review29 /10 READING WEEK 1000 Design Theory 1100 Core Research Skills05 / 11 1400 Studio Tutorial (FUJITSU) 1400 Studio Review 1000 Design Theory 1100 Core Research Skills12 / 11 1400 Studio Tutorial (FUJITSU) 1400 Studio Review 1000 Design Theory 1100 Core Research Skills19 /11 1400 Studio Tutorial (FUJITSU) 1400 Studio Review 1000 Design Theory 1100 Core Research Skills26 /11 1400 Studio Tutorial (FUJITSU) 1400 Studio Review FUJITSU HAND-IN03 / 1210 /12 GsA ASSESSMENT 1400 Studio Review07 / 01 GsA ASSESSMENT 1400 Studio Review14 / 01 GsA ASSESSMENT Stage 2 Stage 3 w/c 21/01 Stage 2 Project w/c 27/05 Masters Project w/c 18/03 Easter Break (3 weeks) w/c 19/08 Masters Project Hand-in w/c 20/05 Stage 2 Project Hand-in w/c 02/09 Graduate Exhibition 13
  15. 15. IntendedLearning OutcomesAfter full participation in and successful completion of the programme, studentsshould be able to:•Utilise the theory and language of design innovation within critique, debate andcommunication of design project work and its discussion.• Apply the concepts and aesthetic criteria of design methodologies and theories ofinnovation to a discussion of contemporary design practice and its application withinspecialist fields.• Demonstrate an understanding of contemporary research methods, methodologiesand practices through their application to project work within the field of designinnovation.•Extend the disciplinary debates and practices of design innovation through theirapplication to project work, both individual and group, in the areas of service design,technological innovation, social engagement or industrial practice.•Deliver a design project that demonstrates an exploration of individual research,user-led co-creation and professional standards of resolution and communication.• Communicate a personal design process within the context of contemporaryprofessional practice through the delivery of a research/design project or thesis andits exploration of an area of design innovation (service design).Knowledge and UnderstandingPlan and execute a significant research project that investigates either individual orgroup themes within the field of design innovation and its relation to a specific facetor form of contemporary culture.Applied Knowledge and UnderstandingDemonstrate and reflect upon the use of design led innovation through an electiveMasters project.Demonstration of critical and analytical reflection on the Masters project through awritten report.Professional Practice: Communication, Presentation, Working with OthersDemonstrate to others a critical knowledge of key innovation processes used withinthe creative industries through the production of a Masters research project andthesis.Communicate to a specialist audience a critical and reflective knowledge of thedesign innovation process within the design domain of Service Design through theexecution of a Masters research project.Communicate to a specialist audience a critical and reflective knowledge of thedesign innovation process within a particular design domain through an analyticaland reflective Masters report.Demonstrate the ability to critically reflect on the role of group dynamics andinterplay as part of the production of a Masters project. 14
  16. 16. 2012 / 2013 Your introduction and guide to this Glasgow School of Art programme including: Your Time Table An Overview of the Programme Recommended Reading and Resources Your Lecturers and Tutors About Design Process Design Methodologies Programme Principles and Ethos