A Comparative Study of Service Design Programs in Higher Education

Abstract

Service design has gained increasingly attention during the last years. It has been approached from the design, business, engineering and the computer science perspectives. Furthermore, service design has grown considerable as an economic activity. Through, conferences, new journals, and magazines about service design, the topic can be easily found. Albeit it is not fully defined, it has becoming an interesting area to explore. At the same time, service design programs have emerged into higher education, oriented to prepare future professionals with new competences. This includes skills to be capable to guide innovation by fostering the co-creation of value with users and to design the best experiences with customers alongside with generating a good return on their investment. If we take it for granted that service design faces challenges in moving forward as a discipline, we need to consider the contextual, social or technological perspective to understand it. The purpose of the paper is to explore how well the service design is embedded in the higher education. Covering Top 50 universities, in which 13 meet our selection criteria, offer 30 service design programs which have been explored to provide an international comparative study based on the type of the program and its curriculum content. The higher education focus is reflected, because we consider that those educated in service design are in future important actors to foster innovation in both private and public organizations.

Design de serviço no Brasil: perspectivas sobre o ensino

“…Um dos desafios no ensino do design de serviço mencionados com maior recorrência diz respeito à falta de referências e informações estruturadas para amparar professores e IES nas melhores práticas no tema (PINHANEZ, 2009;SCHNEIDER, 2014;FERRUZCA;TOSSAVAINEN;KAARTTI;SANTONEN, 2016;BECERMEN;SIMEONE, 2019). Por isso, a presente proposta pretende trazer visibilidade para o tema, bem como promover um espaço de troca de experiências entre pesquisadores e professores, para que seja possível identificar características, necessidades e adequações do ensino do design de serviço no contexto nacional.…”

“…Por fim, uma característica interessante a ser observada em algumas experiências de ensino do design de serviço é a preocupação com o projeto do ensino, como a cocriação de currículos, ciclos de feedback e iteração e diversas experimentações (ROGERS et al, 2007;POLAINE, 2011;FERRUZCA;TOSSAVAINEN;KAARTTI, 2016;SCHRANZER;LEUBE, 2016). O design de serviço do ensino torna-se mais relevante se considerado o incremento do ensino a distância, principalmente no nível superior.…”