SERV 216: Course Description The service experience is made up of multiple interactions that take place over time between the customer and the service provider. By taking a human-centered or “people first” approach, service designers can detect unmet needs, design better interactions, and stage meaningful and memorable experiences. Student teams complete seven assignments as they learn and apply social research and creative problem-solving methods to analyze experiences, uncover insights, frame problems, generate ideas and validate solutions.
Course Goals & Learning Outcomes The following course goals articulate the general objectives and purpose of this course:
Students will learn how to design and improve services.
Students will learn how to describe the various stages of the delivery of a service.
Students will experience the process of mapping services.
Students will learn how to describe both customer activities and parallel activities. This will show all interactions by and with customers and defines what a service is.
Students will gain exposure to the different stages of the experience by learning about what the customer can see, hear, smell, touch or taste and by improving each of these the customer experience is enhanced.
The following course outcomes indicate competencies and measurable skills that students develop as a result of completing this course:
Students will evaluate the ‘touch points’ at which the customer interfaces with the service providers.
Students will design and explain blueprints that will affect customer satisfaction.
Students will explain and evaluate the blueprint by looking at the sensory side of the customer experience.
Students will evaluate different design proposals and communicate proposals using a variety of media.
Students will map the process and examine the customer chain.
Students will understand how customers relate to the service and its processes.
Students will evaluate and identify bottlenecks and areas where the service quality may be improved.