This document outlines the structure and requirements of a Service Design course. The course consists of 6 modules that cover the basics and extras of service design. Assessment includes an innovation report or opinion paper, a tandem project and presentation, and an engagement with course readings. The course involves field trips, networking events, and discussions. Students are asked to take on photo documentation, feedback, or blog roles to aid the class.

1. Service Design
Intro
Service Design Course
VIKMB32
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2. How Did the Reading Go?
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3. 3

4. What is needed to
come up with
service like this?
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5. Why are you
here?
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6. Course Structure
1. Why Services?
2. Methods and Thinking
THE BASICS
3. Business
4. Digital Services
5. Customers Service
THE EXTRAS
6. Overdelivery
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7. Can‘t teach you to be a
pilot. But can you help
decide if you like flying.
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8. Assessment
1. Innovation Report or an Opinion Paper
30 April 2014 @ 10 AM
40 %
2. Tandem Project (Pres + Report)
11 or 18 June 2014
40 %
Innovation of a real service
1. Do all industries provide services now?
2. How do you expect postal services in the Czech Republic to
develop in the next 10 years?
3. What are the major strengths and weaknesses of public
services in the Czech Republic from the CX perspective?
Recommendations and draft designs
Client presentation
4. How does technology influence services?
3. Book Presentation
and Lecture Engagement
5. One thing the NGOs need to improve their services
20 %
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9. Communication
High standards of communication are expected.
My mobile 602 412 089
My email adam.hazdra@gmail.com
Please allow me up to two days to respond.
All information (lectures, dates, homework) will be available at my blog
at adamhazdra.blogspot.cz.
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10. I need your help
Photographer
Someone who will document all we
will do starting next week.
Mr/Ms Feedback
Someone who will speak on behalf
of the class and communicate
feedback, ideas, suggesstions etc.
Blogger (Optional)
Someone who will set up a blog
and track our progress for future
students and others.
Please note: No benefits will be derived from
having one of the functions. But it will help a
lot ;)
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11. Book a few Dates
12 May 2014 (The whole day)
We will do a field trip
Location will be disclosed later
30 May 2014 (Evening)
Networking with lecturers and partners
Bar, který neexistuje
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12. Until Next Time
1) Please bring an A3
depicting all brands that
create your everyday life.
(Tip: Try writing down all
brands you use during one
day.)
2) Please read one of the
following books. (Tip: Make
sure to google „Experience
Economy“ at least.)
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13. Next Meeting
Brno Philharmonic
Komenského náměstí 534/8
Wednesday 19 February 2014
12:15 – 15:30
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