Glasgow school of art: service handbook for students 2012

2012 / 2013

ProgrammeOverview

Methods &Principles

The Staff

Time Table

AboutDesign Process

Page 02Page 10

Page 13

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Page 06

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Programme OverviewService design is an interdisciplinary approach that has emerged from the combination of different methods and tools from various disciplines, both traditional design and beyond. It is an emerging way of thinking and designing, as opposed to a new stand-alone academic discipline. It sees the application of established design process and skills to the development of services. This usually seeks to design the experiences leading to a better customer/user experience and better efficiency in terms of the service provider; a mutually beneficial approach for both consumer and provider. The service design approach will normally involve amulti-disciplinaryteam who work with stakeholders and end-users throughout the design process.

Service design emerged as a new generation of designers began to apply their industrial design process to the designing of immaterial experiences such as services. Service design continues to grow as a discipline as organisations are becoming increasingly aware that they can no longer rely on providing value solely through products but need to move into creating meaningful and memorable customer experiences. At The Glasgow School of Art, Service Design is taught at both undergraduate and postgraduate levels, as a means of applying the creative to complex problems, usually combining artefacts, interactions and experiences - through the design of services that exist, unfold and evolve in both space and time.

At GSA there is an emphasis upon the social value of service design, as well as its economic importance. Consequently, we have worked with NHS Scotland, the Scottish Government, Highlands & Islands Enterprise, as well as commercial and private sector organisations. As with all user-centred design, the focus is upon people - what they do, how they do things, why and when they seek to engage with the world around them through private or public sector services. The ubiquity of digital information makes this type of design practice vital to the evolution of service providers and to ensure the quality of experience for service users. Services are everywhere, and they are spreading. The role of service design is to put human experience and aspiration at the heart of the design process as it addresses the world of services. The M.Des Design Innovation & Service Design seeks to equip students with the thinking, tools and processes of service design and to create innovation in the conception, design and delivery of services and service experiences.

02

Programme Staff

Dr.Gordon Hush

Dr.Gordon Hush

Programme Leader

Gordon Hush studied Sociology at the University of Glasgow. He has worked for the Glasgow School of Art in a variety of roles and capacities, since 1997. Currently, he is Head of the Product Design department and charged with overseeing the academic development of Design Innovation at GSA. He also supervises Doctoral Research in the areas of design and cuture.

His research interests include the relationship between social theory and desig, particularly the interaction and ‘consumption’ of designed products in contemporary capitalist society, especially as these inform design practice. Current design projects include an new international collaboration between GSA, Chiba University (Tokyo), Parsons’ The New School for Design (New York) and Fujitsu Corporation exploring the future applications of technology; the development of web-based broadcast technology by local communities with M.I.T. (Boston); paricipating in a multi-institutional ESPRC-funded study ‘Aging Population Attitudes to Sensor Controlled Home Energy’.

[email protected]

PhoneEXT. 4406

StuartBaileyStuartBailey

03

Programme Staff

Subject Leader

Stuart G Bailey began professional life as a physicist and worked for communications and aerospace organisations in the UK and abroad. Having developed an interest in how people use, interact with and experience products, Stuart returned to Glasgow in 1989 to study product design at the Glasgow School of Art.

Following a 13-year period in consultancy designing user-centred products and developing strategies for design, Stuart is now teaching within the product design and product design engineering departments and developing research at Glasgow School of Art with an emphasis on design for experience and service design.

He is currently the Service Design subject leader for the M.Des Design Innovation and the M.Sc International Management & Design Innovation programmes. Stuart has presented papers at international conferences including speaking on design for services at ServDes and the Service Design Network events.

[email protected]

PhoneEXT. 4621

04

Programme Staff

Dr.IainReid

Studio Leader

Dr.IainReid

Iain’s lecturing post in GSA’s Design School primarily involves the studio delivery of the Masters programmes in Design Innovation. A graduate of The Product Design programme at GSA, his career to date has seen him work across a spread of design activity, ranging from brand direction, communication strategy and visualisation to product, service and experience design.

Consultancy projects have involved both private and public sector clients including Barnardos, Capita, Schuh, Scott & Fyfe, Cairngorm Mountain, Royal London, The Morris Inns Group and Nesta as well as several start-ups such as ethical fundraising enterprise, CharitAid. Iain has also presented design-led projects and related research on the wider socio-cultural impact of design, at international conferences and events, earning his PhD in 2010.

[email protected]

PhoneEXT. 1492

IreneBell

IreneBell

05

Programme Staff

Programme Co-Ordinataor

Irene Bell is the Programme Coordinator across the Design Innovation Masters programmes and subject leader in MDes Design Innovation & Environmental Design. She has 25 years experience as a lecturer and teacher across year groups and subjects, with particular specialism in Ceramics.

As a maker and a practitioner she has exhibited widely in Britain and abroad. Her work and working practice has been documented in books and publications and includes commissioned projects and work in collections from around the world, including Japan, Iceland and U.S.A.

[email protected]

PhoneEXT. 4736

06

Design Process

SOURCE: Design Council

INSIGHT GATHERING

OPPORTUNITY SPOTTING

IDEA EXPLORATION

IDEA REFINEMENT

07

Design Process

Insight Gathering | “DISCOVER”

The first quarter of the double diamond model marks the start of the project. This begins with an initial brief or subject area, often sourced from a discovery phase in which user needs are identified. These include:

Market researchUser engagementManaging information Design research groups & workshops

Opportunity Spotting | “DEFINE”

The second quarter of the double diamond model represents the definition stage, in which interpretation and alignment of these needs to project objectives is achieved. Key activities during the Define stage are:

Research and insight analysisUser mappingIdentify unmet needsBrief refinement

08

Design Process

Idea Exploration | “DEVELOP”

The third quarter marks a period of development where design-led solutions are developed, iterated and tested within the company. Key activities and objectives during the Develop stage are:

Multi-disciplinary workingVisual managementCo-CreationPrototyping & Testing

Idea Refinement | “DELIVER”

The final quarter of the double diamond model represents the delivery stage, where the resulting product or service is finalised and launched in the relevant market. The key activities and objectives during this stage are:

Final testing & prototyping Approval & launchTargets, evaluation & feedback loops

09

Design Process

Design is what links creativity and

innovation.

Creativity

Innovation

10

Methods & Principles

Throughout the year, project deliverables should adhere to the Design Innovation principles of being ‘solution-driven’, ‘user-centred’ and ‘co-creative’.

gsadesignglossary.com

The Design Glossary presented here by the School of Design, The Glasgow School of Art, is intended to help both students and design practitioners navigate the increasingly complex vocabulary, diverse practices, approaches and disciplines that constitute design education and the design professions today. The challenges to traditional ways of designing for, making with and communicating to audiences, users, clients and stakeholders has led to a plethora of new terms, tools and practices on behalf of designers – engaging with these developments is that much easier if you can readily and simply access their definitions and see examples of their use. That is exactly what this Glossary seeks to do.

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Methods & Principles

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Recommended ResourcesService Design:Stickdorn, M & Schneider, J. This is Service Design Thinking. BIS Publishers, Amsterdam, 2010. http://wbispublishers.nlww.Meroni, A & Sangiorgi, D. Design for Services, Gower Publishing Ltd, Farnham, England, 2011.

Browsing:Service Design consultancy, Engine: http://www.enginegroup.co.uk/service_design/Service Design consultancy, Live|Work: http://www.livework.co.uk/what-we-do/Service Design tools resource: http://www.servicedesigntools.org/Conference papers on service design: http://www.servdes.org/Journal articles and papers relating to service design: http://www.service-design-network.org/Discussions and resources relating to service design research: http://www.servicedesignresearch.com/

User-centred design approaches:Moggridge, B, Designing Interactions. The MIT Press, http://mitpress.mit.edu, ISBN 0-262-13474-8 http://www.designinginteractions.com

Koskinen, I & Battarbee, K & Mattelmäki, T. Empathic Design: User experience in Product Design. IT Press, http://www.itpress.biz, ISBN 951-826-708-1

Barfield, L. Designing the Real World. Lon Barfield, Bosko Books, http://www.idhub.com/realworld, ISBN 0-9547239-1-0

Barfield, L. The User Interface: concepts & design. Bosko Books, http://www.idhub.com, ISBN 0-9547239-0-2

Design thinking and commentary:Brown, Tim. Design Thinking, Harvard Business Review, June 2008. www.hbr.orgSterling, Bruce. Shaping Things, ISBN 0-262-69326-7Thakara, John. In the Bubble: Designing in a complex world, ISBN 0-262-20157-7

Videos and presentations:TED - Ideas worth spreading - http://www.ted.com/TED is a nonprofit devoted to Ideas Worth Spreading. It started out (in 1984) as a conference bringing together people from three worlds: Technology, Entertainment, Design.

The Importance of Experience Design, Keynote: Tedde Van Gelderen - part 1 through 4Part 1 - http://www.youtube.com/watch?v=oRvyMxl9cgoPart 2 - http://www.youtube.com/watch?v=CO6fDTpulWQ&feature=relatedPart 3 - http://www.youtube.com/watch?v=G7sL9g8homo&feature=relatedPart 4 - http://www.youtube.com/watch?v=n7ajTg7cEEE&feature=relatedSketching and Experience Design http://www.youtube.com/watch?v=xx1WveKV7aE&feature=related

w/c 21/01 Stage 2 Projectw/c 18/03 Easter Break (3 weeks)w/c 20/05 Stage 2 Project Hand-in

w/c 27/05 Masters Projectw/c 19/08 Masters Project Hand-inw/c 02/09 Graduate Exhibition

Stage 1

Stage 2 Stage 3

Your Timetable

13

1400 Studio Review

17 / 09

24 / 09

01 / 10

08 / 10

15 /10

22 /10

29 /10

05 / 11

12 / 11

19 /11

26 /11

03 / 12

10 /12

07 / 01

14 / 01

MON TUE WED THU FRI

READING WEEK

GsA ASSESSMENT

GsA ASSESSMENT

1400 Studio ReviewGsA ASSESSMENT

FUJITSU HAND -IN

1000 MDes Studio Brie�ng

1400 Projector Project Launch

0930 Year Brie�ng TBC Workshop Induction 1100 Core Research Skills Brie�ng

1800 Projector Presentations

1000 Design Theory

1400 Design Methods in Practice

1000 Design Theory

1400 Design Methods in Practice

1100 Core Research Skills

1400 Studio Review

1100 Core Research Skills

1400 Studio Review

1100 Core Research Skills

1400 Studio Review

1100 Core Research Skills

1400 Studio Review

1100 Core Research Skills

1400 Studio Review

1100 Core Research Skills

1400 Studio Review

1100 Core Research Skills

1400 Studio Review

1100 Core Research Skills

TBC FUJITSU Project Review

1000 Design Theory

1400 Design Methods in Practice

1000 Design Theory

1400 Design Methods in Practice

1000 Design Theory

1400 Studio Tutorial (FUJITSU)

1000 Design Theory

1400 Studio Tutorial (FUJITSU)

1000 Design Theory

1400 Studio Tutorial (FUJITSU)

1000 Design Theory

1400 Studio Tutorial (FUJITSU)

1000 Design Theory

Intended Learning Outcomes

14

After full participation in and successful completion of the programme, students should be able to:

•Utilise the theory and language of design innovation within critique, debate and communication of design project work and its discussion.

• Apply the concepts and aesthetic criteria of design methodologies and theories of innovation to a discussion of contemporary design practice and its application within specialist fields.

• Demonstrate an understanding of contemporary research methods, methodologies and practices through their application to project work within the field of design innovation.

•Extend the disciplinary debates and practices of design innovation through their application to project work, both individual and group, in the areas of service design, technological innovation, social engagement or industrial practice.

•Deliver a design project that demonstrates an exploration of individual research, user-led co-creation and professional standards of resolution and communication.

• Communicate a personal design process within the context of contemporary professional practice through the delivery of a research/design project or thesis and its exploration of an area of design innovation (service design).

Knowledge and UnderstandingPlan and execute a significant research project that investigates either individual or group themes within the field of design innovation and its relation to a specific facet or form of contemporary culture.

Applied Knowledge and UnderstandingDemonstrate and reflect upon the use of design led innovation through an elective Masters project. Demonstration of critical and analytical reflection on the Masters project through a written report.

Professional Practice: Communication, Presentation, Working with OthersDemonstrate to others a critical knowledge of key innovation processes used within the creative industries through the production of a Masters research project and thesis.

Communicate to a specialist audience a critical and reflective knowledge of the design innovation process within the design domain of Service Design through the execution of a Masters research project.

Communicate to a specialist audience a critical and reflective knowledge of the design innovation process within a particular design domain through an analytical and reflective Masters report.

Demonstrate the ability to critically reflect on the role of group dynamics and interplay as part of the production of a Masters project.

2012 / 2013

Your introduction and guide to this

Glasgow School of Art programme

including:

Your Time Table

An Overview of the Programme

Recommended Reading and Resources

Your Lecturers and Tutors

About Design Process

Design Methodologies

Programme Principles and Ethos