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This course introduces the mindset, methods, tools, and processes that enable students to critically analyze existing services and propose innovative solutions that address citizens’ needs and wants. Solving real-life problems begins with empathy and a deep understanding of the topic. This exploration phase, conducted using service design tools, exposes students to complex socio-cultural issues from new perspectives, allowing them to develop realistic, feasible, and valuable service proposals.

Service design encourages students to step out of their comfort zones and view the world through others’ eyes. For example, when tasked with mapping the experiences of low-income children accessing free meal services offered by the CHPL, students must conduct holistic research to fully understand the user group, their realities, and the value of such services in their lives. They learn that a library can be more than just a place for books and meals; it can also serve as a safe space after school for children without caregivers.

Therefore, this course is not just about creating innovative solutions for the benefit of organizations; it emphasizes using innovation for the common good. Experiences like these are crucial for shaping the education of future decision-makers.

Have you ever wondered why some coffee shops feel more inviting than others? Or why do certain hospitals make check-ins stress-free? Have you noticed how the experience of borrowing books differs from one library branch to another?

Our experiences during these interactions illustrate the importance of service design —the field devoted to creating smooth, enjoyable, and meaningful service experiences. Service design helps identify what works well and what does not in everyday interactions, offering innovative solutions to meet people’s needs and expectations. It is about improving services by understanding how they unfold over time and space across different interaction points with service providers.

In this course, we will focus on citizen empowerment through service design. By placing citizens at the center of the design process, we emphasize the value of reimagining public and non-profit services. The semester will begin with a deep dive into existing service design solutions, featuring field trips, readings, and hands-on activities. You will exercise seeing experiences from other’s eyes, developing empathy, and analyzing intricate interactions. Working in teams, you will create and present service design proposals, which will be pitched to experts from the public sector and service design by the end of the semester.