Design Systems and Services

Unit Code:HDC008HK

Credit Points	Duration	Contact Hours	Campus	Prerequisite	Corequisite
12.5 Credit Points	1 Semester	36 Hours per Semester	External Venue	Nil

Credit Points

Duration

Contact Hours

Campus

Prerequisite

Corequisite

12.5 Credit Points

1 Semester

36 Hours per Semester

External Venue

Nil

Related Course/s:

A unit of study in the Design Management Advanced Minor sequence taught at City U, Hong Kong.

Aims & Objectives:

The aim of this unit of study is to introduce students to the principles of systems and service design. The unit provides an introduction to how designers can make a significant contribution to the improvement of existing systems and services and the creation of entirely new ones. The design of systems and service involves both tangible and intangible elements often in the form of high level organizations (public sector and private enterprise), technology, communication, and human behaviours. Innovations are sought that deliver, for example, more efficient processes and procedures, improved ecological performance and sustainable practices, greater customer satisfaction and competitive advantage.

At the completion of this unit students should be able to:

Identify the scope of system and service design in relation to business and the design industry;
Apply mapping techniques and methods to visualize the system or service;
Articulate the role design and designers play in the design of systems and services;
Articulate how the principles of system and service design broadens the opportunities for designers to apply their creative capabilities over a broader spectrum of business and commerce;
Engage in critical research/investigation and analysis of user(s), their context(s) and the processes relating to the design and development of systems and services;
Undertake work in collaborative interdisciplinary teams in the definition and development of systems/services design projects;
Apply user-centred design principles, scenario-based development techniques and iterative design processes;
Develop well-considered, expressive and visionary design systems and/or service outcomes.

Teaching Methods:

The studio will involve project-based learning, conducted within a student-centred studio environment on a work in progress basis. Delivery will include lectures and class-based seminars/tutorials.

Assessment:

Assessable work comprises relevant design deliverables, documented evidence of contextual research, concept development, design process and rationale, plus the appropriate application of software. Project briefs clearly define conceptual parameters, detailed design deliverables, assessment criteria, presentation formats and due dates but participants are responsible for actively participating in this process to develop independently conceived projects and a sound understanding of assessment requirements. Formative feedback is given throughout the unit to allow participants to develop their work for final submission. Assessment occurs at the end of the unit and is based on the submission of a body of design work as specified in project briefs. Participation in class presentations, critique sessions and team-based peer assessment is expected.

Note: Percentage weightings are indicative. See Unit Briefs for full assessment details.

Assessment Task #1: Analysis, Evaluation and Conceptualisation of Systems & Services (50%)

Assessment Task #2: Future Lifestyles - Final Presentation and Submission (50%)

Generic Skills Outcomes:

Swinburne University works to produce higher education graduates who are capable in their chosen profession. Learners bring to Swinburne a diverse wealth of experiences and graduate with individual understandings, abilities and attitudes.

Within this context, HDC008 Design Systems and Services aims to provide students with the following attributes:

Are entrepreneurial in contributing to innovation and development within their business, workplace or community;
Operate effectively and ethically in work and community situations;
Are adaptable and manage change;
Are aware of local and international environment in which they will be contributing.

Content:

The unit of study addresses the development of systems and services through creative, yet structured, techniques that provide discernable benefits for users within the context of the ‘total user’ experience. Topics for study may include the following:

Analysis of user need and demographic context of user(s), client/business, community;
Modelling and analysis of individual users, organizations, services and systems;
User-centred design;
Iterative design (design – build/prototype – test/evaluate)
Scenario-based development techniques;
Sustainable practices.

Reading Materials:

Burns, C 2004 Ecological interface design, CRC Press, Florida.
Gronroos, C 2000 Service Management and Marketing: A Customer Relationship Management Approach, 2nd edn, Wiley.

Hollins, G, Hollins, W 1991 Total Design: Managing the design process in the service sector, Trans Atlantic Publications, (republished 2002 in its original form).

Manzini, E 2005 Enabling solutions, social innovation and design for sustainability, DIS-Indaco, Politecnico di Milano.

Manzini, E Vezzoli, C 2002 Product-service Systems and Sustainability. Opportunities for Sustainable Solutions, UNEP Publisher, Paris. Norman, D 1999 The Invisible Computer,The MIT Press, Cambridge , Massachusetts.