20151212 week assignment

Service Analysis To be delivered on

Satuarday 19th of December, before 9.30am Week Assignment 2015.12.12 Product Service System Design Studio 2015-2016 | Tongji University Andrea Carlon, Francesco Petronelli

Background

In the previous step you have spotted some existing services focusing on the practice of teaching/learnign a language. You have also traced a profile of the specific user that each one of these services is targeting, with its methods and tools. What we want you do in the next step is to get closer to this user, observe him/her and learn about his journey. Be smart observers of every step from “Pre-Service”, to “Service” and “Post-Service”.

Service Anlysis | 2015.12.12

Product Service System Design Studio 2015-2016 | Tongji University

Tasks

Service Analysis Presentation A4 (horizontal) Field work research and presentation • Using you designer eyes, select the service where you forsee a potential for exploration and improvement • Select some service design tools of research to conduct your investigation and deliver a visual report of your findings, including videos, photos and diagrams to illustrate the work done Customer journey analysis • Map your findings to visualize the customer journey of the service, including all steps, interactions, touchpoints, involved stakeholders and users’ emotions. Use the service design tools that are more suitable to your service category and users • Justify and higlight the painpoints related to the journey

Service Anlysis | 2015.12.12

Product Service System Design Studio 2015-2016 | Tongji University

Format and Presentation

Service Analysis Presentation PDF A4-horizontal format / blog updload

To be delivered on

Satuarday 19th of December, before 9.30am Service Anlysis | 2015.12.12

Product Service System Design Studio 2015-2016 | Tongji University

Product Service System Design Studio 2015-2016 | Tongji University Andrea Carlon, Francesco Petronelli

Contacts andrea.carlon@gmail.com francesco.petronelli@gmail.com