Design Thinking, Problem Solving and Service Design

Design Thinking brings approaches from design inquiry to complex problems: understanding the people involved, defining the problem, generating alternatives, prototyping and testing. Service Design applies this perspective to services, considering people’s experience, the sequence of interactions and the organisation that makes the service possible.

In Roberta Tassi’s repertoire, Service Design tools are also organised around design activities: exploring, representing, generating and evaluating. A journey map makes an experience observable over time; a stakeholder map makes people and relationships explicit; a prototype allows an idea to be discussed before substantial resources are committed.

In learning design these approaches are useful both before and during the development of a programme. They reveal needs and barriers, help us see the experience from the learner’s perspective and allow an early solution to be tested with the people concerned.

Sources

Reference titles are retained in their original language. Linked resources may be in Italian or another language.

1. Service designer – Roberta Tassi – FrancoAngeli
2. Service Design Tools – Roberta Tassi | Communication methods supporting design processes
3. Design Thinking — Interaction Design Foundation
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