This document outlines the schedule and process for an interactive service design class in 2011. The class is divided into four parts: observation, define, develop, and deliver. In the observation part, students will learn about user observation techniques like desk research, field work, and workshops. They will also attend a service design conference. In the define part, students will create project frameworks using tools like SWOT analysis, stakeholder maps, and customer journeys. The develop section will cover prototyping and rapid prototyping techniques. Finally, the deliver part focuses on modeling, interface design, and the final presentation. The document also introduces various brainstorming and idea generation tools that will be used like mind mapping, scenarios, and story

1. Interactive | Service Design
2011 2nd semester class by jylee
interacitveService.jylee6977.com/tc

2. 1 09/07 Introduction Ice Braking 및 수업 소개
2 09/14 서비스 디자인의 시작
- 서비스 디자인 사례
3 09/21 서비스 디자인 방법론 소개
- 서비스 디자인 방법론 소개
| Schedule 4 09/28 사용자 관찰(1) - 관찰에 대해
- 워크샵
5 10/05 서비스 디자인 컨퍼런스 위크
- 세미나
Part1 Observation - Desk Research, Field Work(1)
6 10/12 Framing Project
- SWOT, Stakeholder Map
- Field Work(2)
7 10/19 Observation(1)
- Customer Journey, Persona,
-Field Work(3)
8 10/26 Observation(2)
-Expectation Map, A Day in a life
Part2 Define 9 11/02 Mid Term
-Idea Generation, What If
10 11/09 Idea
- Scenario & Storyboard
- Interactive Rapid Prototyping
Part3 Develop 11 11/16 Prototype
- Service Staging
-Service Staging
12 11/23 Prototype
-Service Blueprint
Part4 Deliver 13 11/30 Modeling - Information Design, Interface | Interaction Design
14 12/7 Refine
15 12/14 기말고사 - 최종 Presentation

3. | Process jylee
Observationà Idea à Prototyping à Modeling (me)

4. | Mapping Methodologies
Desk Research Observation Idea Prototype Modeling
문
제
Start from problem
Mapping | SD Thinking (Modeling)
Affinity Diagram
Persona
Customer Journey Map
Expectation Map | Context Mapping(*)

5. | Process jylee
Observationà Idea à Prototyping à Modeling (me)

6. | Group Idea Tools
Desk Research Observation Idea Prototype Modeling
Idea Generation
문 What If
제 Context panorama
Design Scenario
(Group Sketching)
Start from problem

7. | Idea Generation
à Group brainstorming sessions
Mind mapping, SWOT analysis, Six Thinking Hats
Generating Momentum or Reflection
Ice Brakers, Prompts to imagination

8. d.School Mindmap
By David Kelly
| Idea Generation
à Mind Mapping
The mind map is a tool for the visual
elicitation of our thoughts and their
connections. The visualization begins with a
problem or an idea put in the centre of the
representation. Then signs, lines, words and
drawings are used in order to build a system
of thoughts around the starting point.
The hand and the mind work simultaneously.
(2006) Bill Moggridge, Designing Interactions, The MIT Press, Cambridge

9. | What if
à Prompt exploration of even the most outlandish scenarios
Explore wide-ranging changes rather than specific service experience situations.
Challenging Questions.
Technological, Societal, Cultural level
Ex.
“What would happen to your service of the internet went mobile?”

10. | Context Panorama
à Prompt exploration of even the most outlandish scenarios
Explore wide-ranging changes rather than specific service experience situations.
Challenging Questions.
Technological, Societal, Cultural level
Ex.
“What would happen to your service of the internet went mobile?”

11. | Context Panorama
The context panorama is a visualization of the
first service ideas that is produced in order to
feed the creative process and orient the
following design activities.
HOW
Each basic idea is visualized through a simple image (one
or more than one if necessary). The pictures are
presented together with some keywords that support the
desired understanding of the message.

12. | Poster
à The service Poster is a
simulation of a future
promotional advertising of the
service.
Through the elaboration of the
Poster, the designers imagine how
the new offering could be launched
on the market and perceived by
the consumers. The Poster gives
the opportunity to understand the
link between the service idea and
the existing reality and, at the same
time, it could be an effective way of
visualizing the solution.
(2006) Bill Moggridge, Designing Interactions, The
MIT Press, Cambridge

13. | Tomorrow Headlines
à The tomorrow headlines
are fictional articles published
on magazines or journals that
the designers imagine by
projecting themselves in the
future and trying to
understand what kind of This brings the designers ask
impact the service will have themselves how the service will be
on the society. presented to the potential users
and what reactions it will cause.
This tool is also a way to visualize
the idea and make it more tangible,
more real and more univocally
perceived among the team and the
stakeholders.

14. | Design Scenario
(Group Sketching)
The group sketching is a quick, fast and
economic tool for developing and explaining
ideas simultaneously.

15. | Group Idea Tools
Desk Research Observation Idea Prototype Modeling
문
제
Start from problem
Creation
Storyboards
Desktop Walkthrought

16. | Storyboards
(Group Sketching)
The storyboard is a tool derived from the
cinematographic tradition; it is the
representation of use cases through a series
of drawings or pictures, put together in a
narrative sequence.
The service storyboard shows the
manifestation of every touchpoints and the
relationships between them and the user in
the creation of the experience.

17. | Desktop Walkthrough
(Lego Serious Play)
Desktop walkthroughs are very simple exercises in
imagining a service experience using small, hand sized
toys. A typical desktop walkthrough involves a customer, a
member of staff, an environment and some paper touch
points. You literally walk through the service moment,
taking pictures and ideally with another person, imagining
what the various actors are doing, saying and feeling. It
can be useful to run the walk through using various
different personas and under different imagined situations.
It gives choreography of the service elements, and insight i
nto any impractical or illogical ideas and moments.

18. | TASK
1. Poster/Tomorrow Headline(Draw/Print A2)
2. Storyboard ( Sketch Book )
3. Desktop Walkthrough준비

19. | Observation Methodologies
Desk Research Observation Idea Prototype Modeling
문
제
Start from problem
Mapping | SD Thinking (Modeling)
Affinity Diagram
Persona
Customer Journey Map
Expectation Map | Context Mapping(*)