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Overview: The world economy is increasingly characterised as a service economy. This is due to the increasing importance & share of the service sector in the economies of most developed & developing countries. Companies often struggle to develop & communicate solutions for customer needs that provide competitive advantage. Service innovation can provide the tools to help (re)design value propositions to incorporate solutions that meet customer needs & sustain competitive advantage.
Course Content: • Introduction to Service Design • Service Design principles • The importance of the user & stakeholder within services • Service Design processes, methodologies & models • Research, development, implementation & validation of a new service • Evaluation of existing services, gap identification & solution development • Integration of Product & Service into a single business model • Service challenges, risks & critical success factors
Learning Outcomes: On completion of the modules, students should be able to: • Understand why service innovation has become increasingly important role of services in the public & private sector • Explain the critical role of the user & stakeholder in the design, development & implementation of services • Have a working knowledge of different models of service design • Implement service research methodologies & tools to create new service innovations within the public & private sector • Understand how to quantify the impact of applied service innovations
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