Lab9


 * Tutorial 9 Wiki Questions: **

Service design field combines design methods from product design and interaction design for designing the experience of and the interface to services. It is about making what we do more useful, usable and desirable for users and more efficient, effective and valuable for us. It is human-centered that focuses on customer experience in completing goals. There are various tools and methods of service design. First is ethnography. It refers to a group of research methods that are often carried out in natural or real-world settings to identify, discover and understand the service context and the users. Second is the customer journey map which illustrates how customers perceive and experience the service interface along the time axis. Third is service blueprinting which includes the quantitative description of critical service elements like time, logical sequence of actions and processes. It also specifies the actions and events that happen in the time and place of interaction; as well as the actions and events that are not apparent to users but still important for the delivery of service. Fourth is ideation, context mapping and participatory design. It reveals users’ conscious and latent needs. In here, users participate in a workshop facilitated by a tutor. Fifth is service prototyping. It uses scenarios, storyboards, and real world experience simulation.
 * According to the slideshow by Sylvain Cottong, who is an employee at [|http://www.integratedplace.com], describe the tools and methods of 'service design' (2 paragraphs).**

Service prototyping would be useful to designing the UTM library website to make it services more efficient, effective and valuable to the students. The designers could use scenarios, and storyboard to show how users scan and explore the website. Ethnography can also be employed to find out how to make purchasing of transfers and bus passes more efficient. Designers/researchers could observe people in bus terminals and how they purchase passes.
 * From your personal experience, what would be a scenario in which these methods would be useful? (2 paragraphs)**