New Service Development and Design
Keywords |
Classification |
Keyword |
OFICIAL |
Engineering |
OFICIAL |
Economics |
Instance: 2018/2019 - 1S
Cycles of Study/Courses
Acronym |
No. of Students |
Study Plan |
Curricular Years |
Credits UCN |
Credits ECTS |
Contact hours |
Total Time |
MESG |
29 |
Syllabus since 2007/08 |
2 |
- |
6 |
42 |
162 |
Teaching language
English
Objectives
The course aims at providing and developing competences on the different new service development and design methodologies, integrating a robust theoretical ground, based on the discussion of state of the art methods cases, with its application to a new service development project.
Learning outcomes and competences
The course is intended to provide you with the following benefits:
- Develop a service design mindset and service design competences competences
- Create confidence in your own ability to create a new service.
- Raise awareness of the role of customers and multiple stakeholders in creating a new service
- Develop the ability to coordinate multiple, interdisciplinary tasks, in order to achieve a common objective.
- Consolidate knowledge from other courses through practice in a project of design of a new service.
- Enhance team working skills.
- Define and organize a service development and design process in the organization.
- Study and become familiar with the use of different tools and techniques to develop and design innovative services and product service system solutions, giving careful thought to the role to be played by the various stakeholders.
- Align the service development and service design process with the strategic goals of the company.
Working method
Presencial
Program
1. Service logic innovation and new service development. Planning the new service development and design process.
2. Service design and design thinking. Multidisciplinary approaches to service design.
3. Involving customers in new service development and design 3.1. Qualitative methods: interviews and ethnography
3.2. Participatory design.
4. Specifying and modeling the customer experience, context and needs.
5. Generating new service concepts
5.1. Designing the service concept.
5.2. Designing the Service System
5.3. Designing the service encounters with the Service Experience Blueprinting.
5.4. Designing the physical evidence and experience clues.
6. Prototyping new services
6.1. Service Experience Prototyping
6.2. New service prototype testing
Mandatory literature
Stickdorn, Marc; Schneider, Jakob ;
This is Service Design Thinking: Basics, Tools, Cases, BIS Publishers, 2010. ISBN: 978-90-6369-256-8
Meroni, Anna; Sangiorgi, Daniela ;
Design for Services, Gower Publishing Limited, 2011. ISBN: 978-0-566-08920-6
• Edvardsson, Bo, Anders Gustafsson, Michael D. Johnson e Bodil Sandén;
New Service Development and Design in the New Economy, Studentlitteratur, 2000. ISBN: 91-44-01559-3
Complementary Bibliography
Karl T. Ulrich, Steven D. Eppinger;
Product design and development. ISBN: 007-123273-7
Fernandes António Augusto 1949- Universidade do Porto. Faculdade de Engenharia;
Desenvolvimento de novos produtos e serviços. ISBN: 978-989-752-291-8
Comments from the literature
Readings such as articles and case studies will be indicated on moodle
Teaching methods and learning activities
Classes will be organized around a new service development team project. Classes will comprise the following components:
- Lectures on new service development concepts and methodologies.
- Discussion of articles and case studies.
- Exercises with application of service design methods and tools
- Project follow-up and discussion
- Intermediary and final presentations of new service development project
Evaluation Type
Distributed evaluation without final exam
Assessment Components
Designation |
Weight (%) |
Participação presencial |
20,00 |
Trabalho escrito |
50,00 |
Trabalho prático ou de projeto |
30,00 |
Total: |
100,00 |
Amount of time allocated to each course unit
Designation |
Time (hours) |
Elaboração de projeto |
30,00 |
Estudo autónomo |
20,00 |
Frequência das aulas |
56,00 |
Total: |
106,00 |
Eligibility for exams
Students must complete all assigments and have at least 37,5% evaluation in each one.
Calculation formula of final grade
two individual reports and discussion of two articles (25%) + analysis and discussion of case study (10%) + User context and customer needs study and models (10%) + Concept development and service design (10%) + Final presentation with service prototype (10%) + final report (35%)
Special assessment (TE, DA, ...)
Working students must complete the individual and group assigments and must participate in assessment classes.