Week_9

=**** Tutorial Question #9 ** ** = ===**** According to the slideshow by Sylvain Cottong, describe the tools and mathods of 'service design' (2 paragraphs). From your personal experience, what would be a scenario in which these methods would be useful? (2 paragraphs). ** ** ===

According to the slideshow by Sylvain Cottong, the tools and methods of 'service design' include ethnography, user studies and personas, customer journey maps, service blueprinting, ideation, context mapping, and participatory design.

Ethnography, user studies and personas involve identifying, discovering and understanding the service context and the users. Customer journey maps illustrate how the customer perceives and experiences the service interface along the time axis. They can outline the customers' feelings, and possible service solutions available to them. Service blueprinting allows for a quantitative description of critical service elements, such as time, logical sequences of actions and events that happen in the time and place of the interaction. Ideation, context mapping, and participatory design reveals users' conscious and latent needs, experiences, hopes, and expectations. Service prototyping includes using scenarios, storytelling, storyboards, real world experience simulation. These include techniques such as movie-making and performing arts, which are very useful for service prototyping.

From my personal experience, a scenaio in which these methods would be useful would be a study space design. Customers journey maps can be used to illustrate different customer experiences. Such as quiet study zones, collaborative study zones, technology centres, etc. They can also be used to analayze the Hazel McCallion Academic Learning Centre or even the Information Commons at Sheridan College.

A service blueprint can also be created when evaluating the effectiveness of the information technology help desk at Sheridan College or the Robert Gillespie Academic Skills Centre at UTM. The user experience can be outlined and improved by using these tools and methods of service design.