Service Design 101

I designed and led a 4-day crash course on service design at the Harvard Graduate School of Design during the 2024 January term. Aimed at teaching students with no prior experience in service design how to think in terms of services, the hands-on course revolved around short seminars punctuated by student-led consultations, debriefings, and collaboration time. The students took turns facilitating semi-structured interviews with stakeholders in the Writing Tutoring service offered at Harvard's Frances Loeb Library, then synthesized their findings into a service blueprint and recommendations that they presented to the manager of the service. As the instructor, I leveraged my connections to line up interviewees and provided best-practices and feedback to the students throughout the course, drawing upon what I had learned in my previous professional work.