Outline

Overview

Services surround us, and our engagement with them can be a frustrating or rewarding experience. This unit introduces students to principles and methods relevant to the user experience of a product or service. Students will develop an understanding of the concept of 'user experience' and its role in the design of a service to ensure the experience is meaningful and targeted towards users' needs and abilities. Students will learn about methods for designing the user experience in a range of different contexts, such as mobile devices, wearables and interactive environments. The unit will give students an opportunity to apply the principles and methods of user experience design in the context of a design project. At the conclusion of the unit students will have a well-developed understanding of methods for gathering user requirements and translating requirements into design solutions that emphasise the user experience of the final product.

Unit details and rules

Academic unit	Design Lab
Credit points	6
Prerequisites ?	DECO2016
Corequisites ?	None
Prohibitions ?	DECO2014
Assumed knowledge ?	None
Available to study abroad and exchange students	Yes

Teaching staff

Coordinator	Madeleine van Venetie, madeleine.borthwick@sydney.edu.au
Guest lecturer(s)	Leanne Waddell, leanne.waddell@sydney.edu.au
Tutor(s)	Melinda Gaughwin, melinda.gaughwin@sydney.edu.au

Type	Description	Weight	Due	Length
Assignment	Service analysis Visual report	25%	Week 05 Due date: 20 Sep 2020 at 21:00 Closing date: 20 Sep 2020	5 page report, 5-10 page appendix
Outcomes assessed:
Presentation	Low-fi user journey map and pitch Verbal pitch and peer reviews	10%	Week 08 Due date: 19 Oct 2020 at 14:00 Closing date: 19 Oct 2020	3 minutes + questions, 2 x peer reviews
Outcomes assessed:
Assignment	Low-fi user journey map and pitch Poster	25%	Week 08 Due date: 18 Oct 2020 at 21:00 Closing date: 18 Oct 2020	A2 poster (or equivalent)
Outcomes assessed:
Presentation	Service design and (video) presentation Verbal or video presentation	10%	Week 12 Due date: 16 Nov 2020 at 13:00 Closing date: 16 Nov 2020	8 minutes
Outcomes assessed:
Assignment	Service design and (video) presentation Poster	30%	Week 12 Due date: 15 Nov 2020 at 21:00 Closing date: 15 Nov 2020	2x A2 poster (or equivalent)
Outcomes assessed:
= group assignment ?

Assessment summary

A1: Service analysis – Students carry out research in relation to an existing service and visually document their findings using a suitable diagram (e.g. flowchart or timeline).

A2: Low-fi user joruney map and pitch – Students document one concept in the form of a low-fidelity user journey map and pitch their design in class. Each student peer marks the work of two other students.

A3: Service design and (video) presentation – Students design a service and document this using a high-fidelity user journey map. The final outcomes are presented in a verbal (video) presentation.

Detailed information for each assessment can be found on Canvas.

Assessment criteria

The University awards common result grades, set out in the Coursework Policy 2014 (Schedule 1).

As a general guide, a high distinction indicates work of an exceptional standard, a distinction a very high standard, a credit a good standard, and a pass an acceptable standard.

Result name	Mark range	Description
High distinction	85 - 100	Work of outstanding quality, demonstrating mastery of the learning outcomes assessed. The work shows significant innovation, experimentation, critical analysis, synthesis, insight, creativity, and/or exceptional skill.
Distinction	75 - 84	Work of excellent quality, demonstrating a sound grasp of the learning outcomes assessed. The work shows innovation, experimentation, critical analysis, synthesis, insight, creativity, and/or superior skill.
Credit	65 - 74	Work of good quality, demonstrating more than satisfactory achievement of the learning outcomes assessed, or work of excellent quality for a majority of the learning outcomes assessed.
Pass	50 - 64	Work demonstrating satisfactory achievement of the learning outcomes assessed.
Fail	0 - 49	Work that does not demonstrate satisfactory achievement of one or more of the learning outcomes assessed.

These grade ranges have been translated into detailed rubrics for every assessment, which can be accessed by clicking on the assessment in canvas.

For more information see guide to grades.

Late submission

In accordance with University policy, these penalties apply when written work is submitted after 11:59pm on the due date:

Deduction of 5% of the maximum mark for each calendar day after the due date.
After ten calendar days late, a mark of zero will be awarded.

Academic integrity

The Current Student website provides information on academic integrity and the resources available to all students. The University expects students and staff to act ethically and honestly and will treat all allegations of academic integrity breaches seriously.

We use similarity detection software to detect potential instances of plagiarism or other forms of academic integrity breach. If such matches indicate evidence of plagiarism or other forms of academic integrity breaches, your teacher is required to report your work for further investigation.

Use of generative artificial intelligence (AI) and automated writing tools

You may only use generative AI and automated writing tools in assessment tasks if you are permitted to by your unit coordinator. If you do use these tools, you must acknowledge this in your work, either in a footnote or an acknowledgement section. The assessment instructions or unit outline will give guidance of the types of tools that are permitted and how the tools should be used.

Your final submitted work must be your own, original work. You must acknowledge any use of generative AI tools that have been used in the assessment, and any material that forms part of your submission must be appropriately referenced. For guidance on how to acknowledge the use of AI, please refer to the AI in Education Canvas site.

The unapproved use of these tools or unacknowledged use will be considered a breach of the Academic Integrity Policy and penalties may apply.

Studiosity is permitted unless otherwise indicated by the unit coordinator. The use of this service must be acknowledged in your submission as detailed on the Learning Hub’s Canvas page.

Outside assessment tasks, generative AI tools may be used to support your learning. The AI in Education Canvas site contains a number of productive ways that students are using AI to improve their learning.

Learning support

Simple extensions

If you encounter a problem submitting your work on time, you may be able to apply for an extension of five calendar days through a simple extension.  The application process will be different depending on the type of assessment and extensions cannot be granted for some assessment types like exams.

Special consideration

If exceptional circumstances mean you can’t complete an assessment, you need consideration for a longer period of time, or if you have essential commitments which impact your performance in an assessment, you may be eligible for special consideration or special arrangements.

Special consideration applications will not be affected by a simple extension application.

Using AI responsibly

Co-created with students, AI in Education includes lots of helpful examples of how students use generative AI tools to support their learning. It explains how generative AI works, the different tools available and how to use them responsibly and productively.

Weekly schedule

WK	Topic	Learning activity
Week 01	Introduction to experience and service design	Lecture (1 hr)
Week 01	System mapping	Tutorial (2 hr)
Week 02	Service design	Lecture (1 hr)
Week 02	Online ethnography	Tutorial (2 hr)
Week 03	Communicating research	Lecture (1 hr)
Week 03	Visual communication of research outcomes	Tutorial (2 hr)
Week 04	Data synthesis and insights	Lecture (1 hr)
Week 04	Insight writing	Tutorial (2 hr)
Week 05	User journey mapping	Lecture (1 hr)
Week 05	Touchpoints and journeys	Tutorial (2 hr)
Week 06	Vision in design	Lecture (1 hr)
Week 06	Articulating design visions	Tutorial (2 hr)
Week 07	Facilitation	Lecture (1 hr)
Week 07	Creative facilitation session	Tutorial (2 hr)
Week 08	Making design decisions	Lecture (1 hr)
Week 08	Design pin-up and review	Tutorial (2 hr)
Week 09	Engaging experiences	Lecture (1 hr)
Week 09	Increasing engagement	Tutorial (2 hr)
Week 10	Service blueprints	Lecture (1 hr)
Week 10	Designing service processes	Tutorial (2 hr)
Week 11	Professional persuasion	Lecture (1 hr)
Week 11	Student-led working time	Tutorial (2 hr)

Attendance and class requirements

Please refer to the Resolutions of the University School: http://sydney.edu.au/handbooks/architecture/rules/faculty_resolutions.shtml

Study commitment

Typically, there is a minimum expectation of 1.5-2 hours of student effort per week per credit point for units of study offered over a full semester. For a 6 credit point unit, this equates to roughly 120-150 hours of student effort in total.

Required readings

All readings for this unit can be accessed through Canvas.

The recommended text books for the unit are listed below. This book goes into great detail about the background of service design, and tools that are used when designing services, and is a useful resource if you wish to pursue a career in this area. You may also consider the complementary text book.

Schneider, J., & Stickdorn, M. (2011). This is service design thinking: basics, tools, cases. Wiley.
Stickdorn, M., Hormess, M. E., Lawrence, A., & Schneider, J. (2018). This Is Service Design Doing: Applying Service Design Thinking in the Real World. " O'Reilly Media, Inc."

Learning outcomes

Learning outcomes are what students know, understand and are able to do on completion of a unit of study. They are aligned with the University's graduate qualities and are assessed as part of the curriculum.

Outcomes
Graduate qualities

At the completion of this unit, you should be able to:

LO1. master design methods appropriate to the exploration of ill-defined problems
LO2. develop skills for facilitating communication with diverse teams
LO3. apply principles of experience and service design to a complex design project
LO4. document and communicate design activities in a professional manner
LO5. demonstrate an understanding of the scope of experience and service design

Graduate qualities

The graduate qualities are the qualities and skills that all University of Sydney graduates must demonstrate on successful completion of an award course. As a future Sydney graduate, the set of qualities have been designed to equip you for the contemporary world.

GQ1	Depth of disciplinary expertise Deep disciplinary expertise is the ability to integrate and rigorously apply knowledge, understanding and skills of a recognised discipline defined by scholarly activity, as well as familiarity with evolving practice of the discipline.
GQ2	Critical thinking and problem solving Critical thinking and problem solving are the questioning of ideas, evidence and assumptions in order to propose and evaluate hypotheses or alternative arguments before formulating a conclusion or a solution to an identified problem.
GQ3	Oral and written communication Effective communication, in both oral and written form, is the clear exchange of meaning in a manner that is appropriate to audience and context.
GQ4	Information and digital literacy Information and digital literacy is the ability to locate, interpret, evaluate, manage, adapt, integrate, create and convey information using appropriate resources, tools and strategies.
GQ5	Inventiveness Generating novel ideas and solutions.
GQ6	Cultural competence Cultural Competence is the ability to actively, ethically, respectfully, and successfully engage across and between cultures. In the Australian context, this includes and celebrates Aboriginal and Torres Strait Islander cultures, knowledge systems, and a mature understanding of contemporary issues.
GQ7	Interdisciplinary effectiveness Interdisciplinary effectiveness is the integration and synthesis of multiple viewpoints and practices, working effectively across disciplinary boundaries.
GQ8	Integrated professional, ethical, and personal identity An integrated professional, ethical and personal identity is understanding the interaction between one’s personal and professional selves in an ethical context.
GQ9	Influence Engaging others in a process, idea or vision.

Outcome map

Learning outcomes	Graduate qualities
Learning outcomes

Responding to student feedback

This section outlines changes made to this unit following staff and student reviews.

This unit is running for the first time.

Additional information

Additional costs

Stationery and printing as required.

Disclaimer

The University reserves the right to amend units of study or no longer offer certain units, including where there are low enrolment numbers.

To help you understand common terms that we use at the University, we offer an online glossary.

Current students

Overview

Overview

Unit details and rules

Teaching staff

Assessment

Assessment

Assessment summary

Assessment criteria

Late submission

Academic integrity

Learning support

Learning support

Simple extensions

Special consideration

Using AI responsibly

Weekly schedule

Weekly schedule

Attendance and class requirements

Study commitment

Required readings

Learning outcomes

Learning outcomes

Graduate qualities

Outcome map

Responding to student feedback

Responding to student feedback

Additional information

Additional information

Additional costs

Disclaimer

On this page

Useful links

Media

Student links

About us

Connect

Current students

DESN3002: Experience and Service Design

Semester 2, 2020 [Normal day] - Camperdown/Darlington, Sydney

Overview

Overview

Unit details and rules

Teaching staff

Assessment

Assessment

Assessment summary

Assessment criteria

Late submission

Academic integrity

Learning support

Learning support

Simple extensions

Special consideration

Using AI responsibly

Weekly schedule

Weekly schedule

Attendance and class requirements

Study commitment

Required readings

Learning outcomes

Learning outcomes

Graduate qualities

Outcome map

Responding to student feedback

Responding to student feedback

Additional information

Additional information

Additional costs

Disclaimer

On this page

Useful links

Media

Student links

About us

Connect