This document summarizes a 4-week service design course at the Copenhagen Institute of Interaction Design (CIID). It provides brief overviews of 6 student projects, including Veeer which encourages road trip spontaneity, Thought Drop which enables location-based car messaging, and CarConnect which maps life experiences in one's car over time. It also thanks supporting organizations like Volvo and describes how the course explored designing services through methods like prototyping, stakeholder analysis, and considering touchpoints across channels.

1. • the interaction design
programme 2012 •
• service design course august 2012
reconnect our cars •

2. introduction to the
service design course •
faculty: Chris downs, alix gillet-kirt, rory hamilton, john lynch
Service design is a hot topic in the design world and
there seems to be a growing tendency for people to talk
(a lot) about what it is. At CIID we want to develop new
thinking and opinions about service design, and to be
a place where this thinking becomes tangible - doing
not just talking.
student projects •
veer •
Momo MIYAZAKI, Andrew stock, KENNETH ALEKSANDER ROBERTSEN
Thought Drop •
Sara Krugman, Ruben van der Vleuten, Zubin Pastakia
This 4-week course has explored the design we are designing. It takes the skills, methods Transit Therapy •
of services. It is important to remember and processes of interaction design off Martin Malthe Borch, Antoni Kaniowski, Katie Kindinger
that service design is not a discipline, nor the screen, out of devices and places them
is it formulated. in the physical world. Tripkit •
Razan sadeq, HIDEAKI MATSUI, KAT ZORINA
It is the process of designing a service in In designing services the designer must
the same way product design is the design consider a wider group of contributors, CarSense •
of a product. In these days, where many of providers and users (stakeholders), and Kostantinos Frantzis, Umesh Janardhanan, Andrew Nip
the products we design are digital and in- their experience over a longer period of
tangible, the distinction between a prod- time. In any service concept the orches- DropCar •
uct and service are becoming increasingly tration of many artefacts (touchpoints) MANAS KARAMBELKAR, MARKUS SCHMEIDUCH, ANDREW SPITZ
blurred and a purely semantic exercise. on multiple channels is crucial.
CarConnect •
What is important, however, is that design- ANA CATHARINA MARQUES, Inbal Lieblich, rohit SHARMA
ing services widens the context in which
http://ciid.dk/education/curriculum/
4 5

3. Rapid prototyping in context
veeer •
Momo MIYAZAKI, Andrew stock, KENNETH ALEKSANDER ROBERTSEN
Veeer encourages spontaneity on road trips by revealing
adventures along the way.
“Veeers” are accessible through the mobile app, one of the touchpoints of the service
Evidence illustration
6 7

4. Thought Drop •
Iterative prototypes
Sara Krugman, Ruben van der Vleuten and Zubin Pastakia
An in-car communication service that enables drivers to
drop off and pick up location-based messages.
One of the touchpoints of the service
8 9

5. Transit Therapy •
Evidence illustration
Martin Malthe Borch, Antoni Kaniowski, Katie Kindinger
Utilising the commute as an opportunity to bring together
therapists and people seeking therapy in a brand new way;
embracing the car as a platform for tranquility and reflection.
Adding another layer to Volvo’s 5-points safety guidelines
User research
10 11

6. At the heart of the service...
Tripkit •
Razan sadeq, HIDEAKI MATSUI, KAT ZORINA
TripKit is a service that helps you organise and enjoy road
trips with friends and friends of friends. It provides a
complete array of tools that allows for planning the trip,
organising the needs, and en route navigation and
communication.
...the roadtrip experience
Building prototypes, both physical and screen-based
12 13

7. CarSense •
Iterative experience prototyping
Kostantinos Frantzis, Umesh Janardhanan, Andrew Nip
A service layer for existing car sharing services that helps
improve fuel efficiency through changes in driving behaviour.
When target efficiencies for the driver are met, they benefit
from a decreased rate for taking out the car.
For the car sharing service, the improved fuel efficiency
has the added benefit of better care of the cars, potentially
minimizing the maintenance costs of the vehicle fleet.
Testing the social aspect of behaviour change
14 15

8. DropCar •
Building prototypes – both tangible and screen-based
MANAS KARAMBELKAR, MARKUS SCHMEIDUCH, ANDREW SPITZ
DropCar is a co-leasing service that allows you to share
the downtime of your car with public services while
you are at work.
Making the experience tangible – the DropCar welcome pack
16 17

9. CAR CONNECT®
In-context prototyping
HOME | PROFILE | LOGOUT
new service available for volvo S60
LIFE IN YOUR CAR MAPPED OVERTIME
CarConnect •
CAPTURE DATA AND RECORD YOUR MEMORIES
ANA CATHARINA MARQUES, Inbal Lieblich, rohit SHARMA
Life in your car mapped overtime. Capture data and record
your memories.
WEBSITE/DEALER SHOP
LOG IN CAR DATA
PRE-REPORT DASHBOARD
INTERFACE
SIGN UP
WEBSITE
Graphic user interface
User testing
Building on two existing fetures in v60
PORTABLE NAVIGATION SYSTEM (ULTRA-THIN)
PARK ASSIST CAMERA, FRONT BLIND VIEW
18 How it works 19
While driving, you and your car capture memories, experiences, and technical

10. ciid would like to thank volvo HMI & Infotainment Attribute Center in copenhagen
and volvo sales department in nærum for their support throughout the course:
claus christensen, anna k. olesen, christian hedegaard, Jesper Nolhage,
Joakim Christoffersson, Chris Adam...
© 2012 Copenhagen Institute of Interaction Design
Toldbodgade 37B
DK - 1253 Copenhagen K
Denmark
http://ciid.dk
20