Yesterday I had the opportunity to hold a guest lecture on Service Design at the Hogeschool Rotterdam. A group of +/- 40 Communication and Multimedia Design students got an short Service Design introduction. After all the slides they had to experience one step in the design process. The assignment was to create a Customer Journey Map of their experience with a service they use daily.
It was nice to see that some people really got “it”! I had the feeling that the assignment really worked out pretty well. I think that in the end everyone had some new insights on how to look at experiences. Most importantly that experiences are journeys that start and end way before and after the actual experience itself (see slide 83 in the presentation).
It would have been great to repeat the assignment in a week time to see if it really stuck. Maybe some people will look at their x-mas dinner for a different perspective this year.
I’ve included yesterdays presentation -with notes- below.