FEUP MESG - Services Engineering and Management

New Service Development and Design Course

Objectives, Skills and Learning Outcomes

The course aims at providing and developing competences on the different new service development and design methodologies, integrating a robust theoretical ground, based on the discussion of state of the art methods cases, with its application to a new service development project. The course is intended to provide you with the following benefits:
1. Competence with a set of tools and methods for new service design and development.
2. Create confidence in your own ability to create a new service /product service.
3. Raise awareness of the role of the customer and multiple functions/stakeholders in creating a new product
4. Develop the ability to coordinate multiple, interdisciplinary tasks, in order to achieve a common objective.
5. Consolidate knowledge from other courses through practice in a project of design of a New Service .
6. Enhance team working skills.
7. Define and organize a product/service development process in the enterprise.
8. Define a well structured plan for the development of new product/services.
9. Study and become  familiar with the use of different tools and techniques to develop systematically and methodically innovative service/products giving careful thought to the role to be played by the various functional areas  of the  company, both  during  the development phase an also on commercial launch and after sales servicing .
10. Align the product/service development process with the strategic goals of the company.

Program

1. The new service development process
2. Planning the new service development process
3. Studying the user context and needs
3.1. Qualitative methods: interviews and ethnography
3.2. Quantitative methods: survey research
4. Involving customers in new service development
4.1. Different approaches to involve customer in new service development
5. Specifying and modeling the user context and needs
6. Generating and selecting new service concepts
7. The service concept
7.1. Value constellation
7.2. The flower of service
8. Designing the Service System
8.1. The service system: process, people and physical evidence
8.2. Service System Design for Value Co-Creation
8.3. Service system architecture and navigation
8.4. Service Experience Blueprinting
9. Prototyping new services
9.1. Service Experience Prototyping
9.2. New service prototype testing

Visit the New Service Development and Design Course Website.