MASTER IN SERVICE AND EXPERIENCE DESIGN
Program
Beginning: September 2012
During: 12 months
The Master program focuses on consumer services (B2C): from banks and insurance, hospitality and tourism, mobility and transportation, entertainment and culture, retail and commercial, to healthcare and public services.
During: 12 months
The Master program focuses on consumer services (B2C): from banks and insurance, hospitality and tourism, mobility and transportation, entertainment and culture, retail and commercial, to healthcare and public services.
The first semester of the Master program foresees introductory lessons, aimed at providing the conceptual, theoretical, and operational tools, and workshops aimed at practicing service design through the simulation of actual cases, performed with the cooperation of a service company.
Lessons will offer fundamentals on services, such as basic concepts and definitions, sectors and taxonomies, typologies and delivery modes, the historical and evolutionary phenomena; socio-economical issues affecting the service industry, such as environmental sustainability, social innovation and the experience economy; main principles and tools of service management and organizational issues, such as business planning and service operations mgmt; design culture language and approaches; service design methods and tools, such as customer journeys, touch-point maps, service interaction guidelines, and visualization tools.
Workshops will include investigations on customer experience, service innovation and service branding as well as thematic design exercises focused on specific service sectors. The activity mixes tutored studio work with lectures and critic sessions.
In the second semester the students will conclude the program with an individual Master Thesis supervised by a project leader on a service design case.
Objective
The aim of the Master Program is to develop professional skills for Service Design and Management, with a focus on the quality of the overall customer experience and on the design of innovative service ideas.
The educational objective is to impart upon participants all the conceptual and operational tools for designing and managing service innovations, such as, customer experience assessment and improvement; design of service organizational procedures; service interface design; as well as envisioning the feasibility and implementation of new service ideas.
Audience
The Master in Service and Experience Design addresses professionals and graduates in humanistic studies, social sciences and communication, business and design-related disciplines.
MATERIALS
Master HandbookAPPLICATION DOCUMENTS
Application FormHOW TO APPLY
Admission GuidanceFinancial Aid
SOCIAL NETWORKS
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