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The handout of the service design course.
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service design 20221104
1.
服務創新與設計 臺灣科技大學. 2022.11.4 .王思如 遠端教室:https://meet.jit.si/Servicedesign_winny
2.
課程 規劃 9/16 服務設計思維 服務 設計 導論 9/23 研究方法 田野 研究 9/30 深度訪談 10/14 研究檢視 分析 洞察 10/21 洞察分析 11/4 共創工具 11/11 概念共創 工作坊 合作 共創 11/18 服務原型 原型 測試 11/25 服務原型 測試 12/2 服務原型 調整 12/9 服務原型 初版提案 設計 提案 12/16 概念修正 12/23 服務創新提 案報告書 1/6 成果展 企業講評 期末 報告 10/7 場域參訪與 觀察 9/17~29 田野觀察 企業專題合作 需求的時間點 10/28 體驗設計分析 12/30 自主作業 不上課
3.
課堂筆記與心得 每堂課分配1組 輪流製作心得筆記 A4 word至少一頁 隔天17:00前放上 雲端硬碟/課堂筆記與心得 (檔名格式:Week 01_Team
1) 遲交者視同沒交 筆記與心得成績將影響該階段組員的成績 第1週 第2週 第3週 第4週 - Team 1 Team 2 Team 3 第5週 第6週 第7週 第8週 Team 4 Team 5 Team 6 Team 1 第9週 第10週 第11週 第12週 Team 2 Team 3 Team 4 Team 5 第13週 第14週 第15週 第16週 Team 6 Team 1 Team 2 everyone
4.
服務設計主題報告 每個人準備5分鐘的PPT上台說明 (檔名格式:自選主題_報告者姓名) 報告前一天中午12:00前上傳至 Google Drive 自選主題 報告 日期 報告同學 同一主題最多4個名額 同理心地圖
Empathy Map 9/23 黃湘芸、林霓、簡珮軒 關鍵時刻 Moment of Truth 9/30 曾柏瑄、郭冠成 顧客旅程地圖 Customer Journey Map 10/14 林彥姿、林于庭、陳玉書 接觸點 Touch Point 10/21 薛晨、謝喆涵、張誌皓、陳佩君 設計觀點 Point of View 10/28 林庭而、林柏岑、黃詠婕 用途理論 Jobs to be Done 11/4 袁婕、董奕岑、周榆姍、徐可芹 精實設計 Lean UX 11/18 施彥丞、洪毓汝、陳姿伶、王品媛 顧客體驗 Customer Experience 11/25 蘇文慈、陳昱霖 快思慢想 Thinking, Fast and Slow 12/2 楊紫綺、何芸寧 利害關係人地圖 Stakeholder Map 12/9 徐薪淳、陳姝彤、 夏意涵、王俐臻 服務藍圖 Service Blueprint 12/16 林彥昕、黃湘庭、李婷鈺 價值主張 Value proposition 12/23 何婕熙、楊典倫
5.
組別 1 2
3 4 5 6 導演 楊典倫 林霓 林彥昕 黃湘庭 陳姝彤 董奕岑 副研究員 王品媛 黃湘芸 郭冠成 黃詠婕 周榆姍 林于庭 研究員 簡珮軒 王俐臻 薛晨 陳姿伶 徐可芹 陳佩君 設計師 林彥姿 林柏岑 陳玉書 李婷鈺 林庭而 何芸寧 設計助理 蘇文慈 袁婕 陳昱霖 謝喆涵 夏意涵 楊紫綺 看護人 何婕熙 徐薪淳 曾柏瑄 張誌皓 洪毓汝 施彥丞 分組
6.
工作坊流程 “
7.
共創工具 1. MOT體驗設計地圖 2. 三大設計原則 3.
Persona 4. 顧客價值卡 5. 體驗設計卡 3 1 2 4 5
8.
共創流程 1. 內部服務創新點子發想 2. 業主評價研究產出 3.
業主參與創意點子加值 創新 點子 研究 交流 創意 加值 概念 收斂 依據Persona屬性 挑選卡片 依據地圖與卡片 線索發想點子 至少15個 介紹Persoona與 設計原則 進行兩輪的交流 當代成員給予觀點 評價 介紹本週發想的 點子 當代成員與另一組 成員依據已產出的 點子延伸新的創意 點子 所有點子票選 4概念表單收斂 具體化 初步篩選最高票的 5個
9.
作業 1. 研究報告 “ • 課堂筆記心得 •
主題報告
10.
課堂筆記與心得 每堂課分配1組 輪流製作心得筆記 A4 word至少一頁 隔天17:00前放上 雲端硬碟/課堂筆記與心得 (檔名格式:Week 01_Team
1) 遲交者視同沒交 筆記與心得成績將影響該階段組員的成績 第1週 第2週 第3週 第4週 - Team 1 Team 2 Team 3 第5週 第6週 第7週 第8週 Team 4 Team 5 Team 6 Team 1 第9週 第10週 第11週 第12週 Team 2 Team 3 Team 4 Team 5 第13週 第14週 第15週 第16週 Team 6 Team 1 Team 2 everyone
11.
服務設計主題報告 每個人準備5分鐘的PPT上台說明 (檔名格式:自選主題_報告者姓名) 報告前一天中午12:00前上傳至 Google Drive 自選主題 報告 日期 報告同學 同一主題最多4個名額 同理心地圖
Empathy Map 9/23 黃湘芸、林霓、簡珮軒 關鍵時刻 Moment of Truth 9/30 曾柏瑄、郭冠成 顧客旅程地圖 Customer Journey Map 10/14 林彥姿、林于庭、陳玉書 接觸點 Touch Point 10/21 薛晨、謝喆涵、張誌皓、陳佩君 設計觀點 Point of View 10/28 林庭而、林柏岑、黃詠婕 用途理論 Jobs to be Done 11/4 袁婕、董奕岑、周榆姍、徐可芹 精實設計 Lean UX 11/18 施彥丞、洪毓汝、陳姿伶、王品媛 顧客體驗 Customer Experience 11/25 何婕熙、蘇文慈、陳昱霖 快思慢想 Thinking, Fast and Slow 12/2 楊紫綺、何芸寧 利害關係人地圖 Stakeholder Map 12/9 徐薪淳、陳姝彤、 夏意涵、王俐臻 服務藍圖 Service Blueprint 12/16 林彥昕、黃湘庭、李婷鈺 價值主張 Value proposition 12/23 楊典倫
12.
研究報告 內容項目 研究背景(說明研究的目標) 研究方法(田野調查的方法、流程與獲得,分析方法) 研究產出 - Persona - 顧客旅程地圖 -
設計原則 - 顧客價值 研究附件(採用的經驗故事) 需做資訊編排設計 列印+膠裝x2本 11/9(三) 12:00前上傳到 雲端硬碟/C_研究洞察分析/05_研究報告 11/11(五)課堂上 繳交實體報告
13.
概念共創工作坊 “ 課 程 預
告 9:00-9:10 說明作坊流程說明 9:10-9:40 第一輪共創交流 9:40-10:10 第二輪共創交流 10:10-10:20 各小組彙整概念表單 10:20-10:20 發表18個概念
14.
服務創新與設計 臺灣科技大學. 2022.王思如