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Kursusbeskrivelse
Kursusnavn (dansk):T24 Servicedesign 
Kursusnavn (engelsk):T24 Service Design 
Semester:Forår 2013 
Udbydes under:cand.it., e-business (ebuss) 
Omfang i ECTS:7,50 
Kursussprog:Dansk 
Kursushjemmeside:https://learnit.itu.dk 
Min. antal deltagere:12 
Forventet antal deltagere:70 
Maks. antal deltagere:80 
Formelle forudsætninger:Basic technical course, e.g. introduction to programming or systems development. 
Læringsmål:After the course the student should be able to:
• Identify, use and compare selected methods and tools from the field of service design
• Do in-depth documentation and analysis of customer needs and other stakeholder needs and requirements in a service system
• Apply findings from empirical work to service systems innovation processes
• Reflect on broader methodological aspects of various methods within service design
• Develop and present a comprehensively documented prototype of service re-design and/or innovations and use expressive visualizations of a service system in collaboration with a stakeholder
• Use prototyping methods and tools to produce and evaluate an interactive prototype that is part of the proposed service innovation 
Fagligt indhold:(Please note that the course will be offered in Danish unless non-Danish speakers attend the course)
Service Design (SD) can be described as “the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers” (Wikipedia, accessed 19.11.2012). Whilst the idea of service design has a separate history, much work in the field today is highly interdisciplinary takes place with an eye towards rich and continuous stakeholder engagement as well as user or customer experience.
It might be possible, and even desirable, to setup a range of criteria or goals for SD. These could include usefulness, usability, efficiency, effectiveness and desirability, mirroring criteria often used in the evaluation of software. However, the interdisciplinary nature of Service Design is important since it gives practitioners a means with which to address more comprehensive landscapes of the customer rather than focusing exclusively on a single perspective. Following this, a major challenge that this course will take up is to use a service design attitude and sensibility to inform the construction of IT innovations and prototypes. Key tools will be highly eclectic, but cover UX oriented sketching, service design maps, blueprinting, prototyping, scenario exploration, personas, and a variety of visual/video tools. 
Læringsaktiviteter:12 forelæsningsgange

Industry relations
First and foremost, the course is intended as a practical and industry-relevant course. Thus, students must, within the first week establish contact with a service providing company or a company that could be relevant for a service design intervention. This can be companies that provide services in any sector; health, entertainment, insurance, public or civic services (e.g. policing, housing, cleaning, care etc. etc.), HR, information, transport, banking, value added goods etc. etc.
NB: It should be noted that often a good target for service design innovations is a company that delivers more that mere goods – service design generally focuses on companies that deliver additional values to their goods through various service efforts.
Student activities will be centered on their own case. 2 written and 2 oral presentations of their case and the methods put to use is obligatory for all students. 

Obligatoriske aktivititer:Mandatory learning activities
• Identify and establish working relations with a company for the duration of the course
• Group work in groups of 2-5 students
• 2 written, 2 oral presentations
• The student groups must identify and use (at least) 2 peer reviewed research papers (conference or journal paper) that has relevance for their chosen area. 
Eksamensform og -beskrivelse:X. experimental examination form (7-scale; external exam), 7-trins-skala, Ekstern censur

The exam will be a group oral examination, based on the poster format. This entails that students must prepare a two-page paper in the ACM format and an A1-A0 poster presentation that takes outset in their work with a company. The paper must contain a description of the project as well as a brief theoretical/methodological critique of the process.  

Litteratur udover forskningsartikler:. 
 
Afholdelse (tid og sted)
Kurset afholdes på følgende tid og sted:
UgedagTidspunktForelæsning/ØvelserStedLokale
Tirsdag 08.00-09.50 Forelæsning ITU 2A14
Tirsdag 10.00-11.50 Øvelser ITU 2A14

Eksamen afholdes på følgende tid og sted:
EksamensdatoTidspunktEksamenstypeStedLokale
2013-04-24 No later than 2PM Skriftlige arbejder ITU Student Affairs and Programmes, wing 3D
2013-06-14 Tidspunkt oplyses senere Mundtlig eksamen ITU 4A14