ISMAT 21744

Experience and Service Design

• ApresentaçãoPresentation

  The discipline approaches Design as a response to problems that arise from experiences and human perception of the environment around us. From a door handle to a menu button in an interactive interface that allows navigating the narrative structure of a digital system - all these are problems (and solutions) of the User Experience (UX) forum, while Service Design extends this scope to handle the orchestration between multiple actors and subsequent touchpoints in creating a service experience. The dynamics adopted leads the student to rich and updated content, contact with active professionals and with case studies and good practices, as well as practical exercises that will allow the development of service concepts applied both to the market and to society in general (eg public services).
• ProgramaProgramme

  Definitions: Services; Service Economy; Digital Services; Public services; Service Design; Experience Design; User Experience: environments, haptic, visual, multi-sensory, digital and analog, tangible and intangible interface Service Design Process:  Approach Strategies; Methods and tools  Service Design Thinking: Research and analysis; Empathy and co-creation; User's Protagonism; Concept generation:  Prototyping, testing and iteration;  Basic digital prototypes; implementation and evaluation ; Service and Experience Design application case studies  
• ObjectivosObjectives

  Master the basic concepts and acquire a useful set of knowledge in the field of Design of Experiences and Services; Promote in students a critical perception and understanding of the solutions Design can offer for certain market needs, or problems in the use and functioning of systems, products or services; Provide students with empirical experimentation in the field of Experience and Service Design; Understand the relevance of the discipline in the context of the complexity of the problems faced by contemporary society, and its ability to contribute to providing answers to these questions.
• BibliografiaBibliography

  PENIN, Lara. An Introduction to Service Design: Designing the Invisible. Londres: Blooomsbury, 2018. ISBN 978-1472572585 CHAPMAN, Jonathan. Emotionally Durable Design: Objects, Experiences and Empathy. Londres: Routledge, 2015. ISBN 978-0415732154 SANGIORGI, Daniela, PRENDIVILLE, Alison (Eds). Designing for Service: Key Issues and New Directions. London: Bloomsbury, 2017. ISBN 9781474250122 POLAINE, Andrew, LØVLIE, Lavrans, REASON, Ben. Service Design: From Insight to Implementation. New York: Rosenfeld Media, 2013. ISBN 978-1933820330 DOWNE, L. . Good services: How to design services that work. BIS Publishers, 2020.
• MetodologiaMethodology

  Teaching based on theoretical-practical and practical classes (laboratory), making use of reading and discussion of fundamental texts, exhibition and discussion of videos, case studies, presentations made by guests (in person and/or at a distance), debates on the topics proposed in the classroom by the teacher, guests, or by the students themselves based on their experiences in the classroom and outside it. A project of products/services will be developed using the concepts and tools presented in the Curricular Unit, being the component with the greatest weight. In addition, individual participation and the development of a seminar on topics in the state of the art will also be accounted for.
• LínguaLanguage

  Português
• TipoType

  Semestral
• ECTS

  4
• NaturezaNature

  Mandatory
• EstágioInternship

  Não