|
所在平台: Udemy |
课程主页: https://www.udemy.com/course/servicedesign/
课程评论：没有评论
课程名称：《服务设计：以时间为导向设计体验》 课程概述： 本课程旨在帮助学员运用设计思维的方法，创造新的引人入胜的服务和系统设计。课程重点关注用户与公司之间的行为接触点，以及如何更好地设计这些接触点，以支持更加全面和有目的的品牌体验。课程的主要强调在于绘图和讲故事。学员将学习如何快速创建低保真的构思表达，以便测试和改进这些想法。通过绘图、讲故事和快速原型制作，学员将为在公司或组织中引入创造文化做好准备。课程将帮助学员理解如何可视化复杂想法，最小化复杂性，并简单地展示复杂系统中的变化。 课程的核心原则包括： 1. **体验**：人们的经历塑造了他们的观点和看法，而他们与品牌的互动影响了他们对公司的认知和判断。我们的课程关注时间基础的工具的开发，以帮助讲述行为的故事，培养对叙事结构的思考，并把产品和服务置于更大的体验背景中。 2. **同理心**：课程强调向外看，探索用户和客户的情感与视角，努力从他们的视角理解世界。通过主动同理心的形式，我们将以脆弱的视角探讨新情境，以体会客户的感受。 3. **原型制作**：原型是将想法具象化的方法，以便进行批评、审查和改进。课程强调在低保真阶段进行快速原型制作，以推动快速改进，让想法得以在现实中检验。 课程所发展的实用技能包括： - 情境开发与故事板制作：通过书面和可视化的场景作为时间基础交互的基础，编写可信的未来故事，描述人们如何使用新的服务和系统。 - 客户旅程图：旅程图作为个体探索服务的可视化表现，展示人与产品、政策及互动之间的连接点，帮助描绘现有及理想的服务设计状态。 - 服务切片：通过创建服务的不同切片，展示信息流、互动顺序及系统中参与者之间的权力动态，以理解人性化接触点对服务体验的影响。 - 快速原型制作：学习如何在二维和三维中可视化构思，展示新的服务接触点的具体实现，并在不同的保真度水平上进行原型制作与设计批评，以持续改进。 总之，本课程将帮助学员掌握服务设计的基本原则和实际技能，从而在实际工作中更有效地设计用户体验。
Overview This training program helps you leverage methods of design thinking in order to produce new and compelling service and system designs. It serves as a foundation for thinking about the behavioral touchpoints a user may have with your company, and how those touchpoints can be better designed to support a more comprehensive and purposeful brand experience. The training program's primary emphasis is on diagramming and storytelling. You'll learn to create quick, low-fidelity representations of ideas, so you can test these ideas and improve upon them. By embracing diagramming, storytelling, and rapid prototyping, you'll be prepared to introduce a culture of making into your company or organization. You'll understand how to visualize complex ideas, how to minimize complexity, and how to simply illustrate changes in a complex system. Grounding Principles Experience. The experiences people have shape their views and perspectives, and the experiences people have with your brand shape the way they think about, judge, and interact with your company. Experience happens over time, and our curriculum focuses on the development of time-based artifacts that help tell stories of behavior. You'll learn to think about narrative structures, and consider products and services in a larger, experiential context.Empathy. Often, we look internally at our own company's processes, attitudes, and perspectives. Empathy means looking outwards, exploring the emotions and perspectives of our users and customers, and trying to see the world through their eyes. Our curriculum emphasizes forms of active empathy: exploring novel situations from a perspective of vulnerability in order to feel what customers feel. Prototyping. Artifacts ground ideas in reality so that they can be critiqued, examined, and improved. Prototyping is a form of iterative making, in order to see ideas come to life. Prototypes can be collaboratively evaluated, and can be applied to products, services, and systems. Ideas can be developed at a variety of fidelities, and our curriculum emphasizes quick prototyping at rough stages of fidelity, in order to drive rapid improvement. Skills Developed You'll learn these practical skills: Scenario development and storyboarding. Written and visualized scenarios act as the underpinnings for time-based interactions. You will learn to craft believable, future-facing stories of how people use new services and systems. Customer journey mapping. Journey maps act as visual representations of how a person explores a service over time, showing connection points between people, products, policies, and interactions. These visuals can be used to illustrate both the problem (or existing) state of a service, as well as the future (or ideal) state of a service design. Service slices. Many services include human touchpoints, and these touchpoints often shape how we feel about the entire service experience. You will learn how to create various "slices" of a service in order to show information flow, sequences of interactions, and the power dynamics between actors in the system. Rapid prototyping. You will learn to visualize your ideas in two and three dimensions, showing how new service touchpoints will actually manifest. You will learn to prototype at different levels of fidelity, and to critique designs in order to improve upon them.
