Networks and services design

Service analysis tools, theoretical fundamentals and service upgrade exercise

  • Date: March 2014. / Category: Service design

The conceptual approach proposed in the course emphasises the multidisciplinary design contribution that is needed to conceive, configure and implement services, considering their human intensity.

The course, tutored by Ezio Manzini and Anna Meroni, has explored through a theoretical excursus, case studies, workshops and debate sessions, the fascinating complexity that characterises the fast growing and evolving discipline of Service Design.

1. Identification, selection and description of an existing case

What is a service? Breather case study
This preliminary exercise has been necessary to start managing the available tools to deeply analyze a specific service: to understand what a service is and how to describe it.

Me and Susanna marchini have been working on Breather, which is a service based on a network of private spaces located around the city where the user can work, meet and relax; those spaces are browsed, reserved and unlocked through a mobile app.

The service is dedicated to all the people living and working in a big city that find more and more difficult having a relaxing experience during the day. Breather is a completely user centred service as it is design to make them feel as comfortable as possible in their private dimension

› Map of the touchpoints
› Map of the offering
› User storyboard, Interaction storyboard
› System map

Descriptive text:
› what does the service aim to provide?
Value proposition for differents stakeholders; diffusion of the service
› How does the service work?
User journey; touchpoints; interaction style; technologies; user friendliness
› which are the values, the vision and the “reason why” of the service?
› why is the service interesting for us? Is it innovative? Is it sustainable?

2. Service upgrade

Which is the quality of interactions? LocLoc case study
The third assignment aim was to understand services as collaborative organizations and service interactions as collaborative encounters and consequentely apply these concepts in an up-graded case.

LocLoc is a peer-to-peer rental service that allows individuals to temporarily exchange goods for mutual economic benefits (profit and money saving).

Analyzing the service we found that LocLoc users only seeks for the economic potential, disregarding the social aspect of it.
The proposal is to optimize the existing collaborative encounter without changing the core of the service; it must have low operational and implementation complexity, and be economically feasible

› Service enabling system
› Participant involvement Map
› Interaction quality Map