This document outlines the structure and goals of a service design course. The challenge for students will be to redesign the Czech taxation process for self-employed entrepreneurs. The course will involve stakeholder mapping, creating personas, journey mapping, design workshops, prototypes, and a final presentation. Students will work in teams and be assessed based on their final design presentation and feedback from teammates. The document provides contact information for the instructor and background readings to help students prepare for empathic research interviews which will be conducted to understand stakeholders' experiences with the current taxation system.

1. Service Design Intro
Service Design Course
VIKMB32
1

2. 2

3. What is needed to come up with service like this?
3

4. Why are you here?
4

5. The Challenge for Fall 2014
Re-design
the Czech taxation process
of self-employed entrepreneurs
5

6. Course Structure
1.Stakeholder map and Empathy Training Today
2.Goal-Oriented Personas 8 October
3.Journeys and Touchpoints 22 October
4.Design Workshop and Prototype 5 November
5.Prelim Design 19 November
6.Final Design Presentation 10 December
DIS meeting on Jan 30 2015 at 18.30 at Baroko Restaurant
6

7. Assessment
Final Desing Presentation 70 %
360 Degree Team Feedback 30 %
Pass/ Didn‘t Pass
Design Feedback Throughout
Individual Feedback at the End
7
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) will be available at my blog at adamhazdra.blogspot.cz

8. Background Reading
8

9. 10 min break
9

10. Stakeholder Map
10
Work in teams of four to determine all possible stakeholders to this project.
15 min

11. Empathic Research
11
There are plenty of methods you may use:
Interviews
Observation
Mystery Shopping
Diaries
Questionnaires
Secondary Data Analysis
Competition Review
We need to:
1. Know who to do research with (stakeholders)
2. How to do it (deep dives)
3. How to record the results (template + place) The goal is always to understand the problem at hand as much as possible.

12. Deep Dives
12
Split into pairs
One is designer, one is respondent
Designer tries to understand everyday routines to design a better toothbrush
10 mins
Change the roles
Do the same thing with our discussion in mind.
10 mins

13. Deep Dives: Our Challenge
13
What questions we may ask during the interviews?
What not to forget during the interview?
How to record it?
How many interviews you should do?

14. Next Time
14
We will review your research and insights and construct personas out of that.
To understand the personas, please read
OR
http://www.cooper.com/ journal/personas
8 Oct
13.00 – 16.00
Here at KISK somewhere