Předmět Service design (VIKMB32)

Na serveru studentino.cz naleznete nejrůznější studijní materiály: zápisky z přednášek nebo cvičení, vzorové testy, seminární práce, domácí úkoly a další z předmětu VIKMB32 - Service design, Filozofická fakulta, Masarykova univerzita (MU).

Materiál	Typ	Datum	Počet stažení

Cíl

Service Design Course (SDC) aims at providing you with a robust introduction to service design, a new discipline focusing on services, customer experience (CX), innovation and design thinking. Service design principles are universal across the industries, ranging from telco, banking to transportation, public services as well as services provided by non-government organizations.After you successfully completed this course, you’ll be able to analyse and improve existing services from the CX perspective no matter the industry. You will also be able to develop new services using human-centered design process. The course will equip you with tools and most importantly it will teach you the way of approaching problems. This is often referred to as Service Design Thinking.The most viable career path after finishing the SDC (and other courses belonging to the Design of Information Services specialization) is one of a service designer (not common in the Czech Republic yet, but common in the West), product manager, marketer, entrepreneur, analyst or generally any managerial position dealing with clients (front-desk, client support, back office processes, quality assurance, sales etc.).

Osnova

During the semester, we will work on a real life project challenge.The challenge for this semester is:“RE-DESIGN THE CZ TAXATION PROCESS FOR SELF-EMPLOYED ENTREPRENEURS”Currently, the process is lengthy and putting a lot of effort onto the shoulders of entrepreneurs. We need to understand the problems and design a better way of doing it.You are expected to understand current process, its drawbacks and entrepreneurs’ pains and re-design the process as to better serve the needs and limitations of the primary design group – self-employed entrepreneurs. Moreover, you are expected to accommodate needs and working routines of other groups (financial officers, health insurance officers, OSSZ officers and other) as to make the design more robust.Students will split into teams by four members. The semester will be split into six thematic blocks, which will provide guidance during the project as we proceed from situation mapping to final design overview.1. Introduction, Stakeholders and Getting Ready for Empathy2. Goal-Oriented Personas3. Journeys and Touchpoints4. Design Workshop and Prototype5. First Iteration Design6. Final Design DeliveryThe course will be delivered always on Wednesday from 1 PM to 4 PM at Moravská zemská knihovna in Brno:Wed 8 Oct - malý sál v 6. patře (Little Room, 6th floor)Wed 22 Oct - videokonferenční sál ve 4. patře (Videoconference Room, 4th floor)Wed 5 Nov- videokonferenční sál ve 4. patře (Videoconference Room, 4th floor)Wed 19 Nov - malý sál v 6. patře (Little Room, 6th floor)Wed 10 Dec- malý sál v 6. patře (Little Room, 6th floor)

Literatura

SCHNEIDER, Jakob a Marc STICKDORN. This is service design thinking: basics, tools, cases. Hoboken, N.J.: Wiley, c2011, 373 p. ISBN 9781118156308.MANNING Harley a BODINE Kerry. Outside in: the power of putting customers at the Center of your business. Las Vegas: Amazon, 2012, 260 s.BAŤA, Tomáš. Úvahy a projevy. 3. vyd., v Institutu řízení 1. Praha: Institut řízení, 1990, 246 s. ISBN 8070140240.BECKWITH, Harry. Jak prodat neviditelné: průvodce moderním marketingem. Hodkovičky: Pragma, 2010, 205 s. ISBN 978-80-7205-743-6.CRAM, Tony. Vítězný tah: jak dosáhnout prvotřídní úrovně služeb zákazníkům. Vyd. 1. Praha: Management Press, 2012, 227 s. ISBN 9788072612468.HSIEH, Tony. Štěstí doručeno. 1. vyd. Praha: PeopleComm, 2011, 254 s.CHIPCHASE, Jan. Hidden in Plain Sight: How to Create Extraordinary Products for Tomorrow's Customers. HarperBusiness, 2013, 256 s. ISBN 978-0062125699.HAZDRA, Adam et al. Skvělé služby: jak dělat služby, které vaše zákazníky nadchnou. Praha: Grada, 2013, 160 s. ISBN 978-80-247-4711-8.COLLINS, Jim et al. Good to Great. HarperBusiness, 2001, 300 s. ISBN 978-0066620992.

Požadavky

No special prerequisites here; just interest in innovation and design, that's all.

Garant

PhDr. Petr Škyřík, Ph.D.

Vyučující

Adam Hazdra, M.Sc.