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IDEMC5: Service Design

Wednesday 20 09.30 until 21 September 2017 17.30
subscription deadline: 13 September 2017

From user and provider insights towards development and implementation of service propositions

Dirk Snelders, Professor of Organising Product and Service Design, IDE, TU Delft
Froukje Sleeswijk Visser, Assistant Professor service design and co-design, IDE, TU Delft

Services are increasingly parts of design solutions, both in industry and in society. At the same time, design is becoming more multidisciplinary and the design approach is being applied to a wide range of problems. 

Service design is a specific design-perspective which is both user- and provider-centered: the needs and capabilities of end-users and providers are two starting points for the design process, each representing important concerns of clients: to fulfil needs and to support learning processes and capability development. Design solutions can be quite complex: rather than designing a single object for a single target group of users, different stakeholders and new technologies are combined to develop solutions that are dispersed over time and space. In order to work collaboratively with these different stakeholders (users, clients, designers, developers and other parties), designers are increasingly becoming the 'facilitators' of innovation processes.


Earlier IDE Master Classes on Service Design focused on getting acquainted with the service design developments and some of the tools of user centred ideation and implementation. The Master Class in 2017 extends on this in two ways. First, we look at tools that help us pay attention to the relation between users and service providers. Second, to consider how service design is a strategic design activity that also represents a need among clients to enhance their capability to co-create and co-produce services with a broad range of stakeholders.

Learning objectives

During this Master Class, you will:



Programme - day 1

09.30 - 10.00 Registration and welcome coffee

10.00 - 10.30

10.30 - 11.00

11.00 - 11.30

11.30 - 12.30

12.30 - 13.30 Lunch at Industrial Design Engineering

15.00 - 17.00

Programme - day 2

10.00 - 11.00

11.00 - 12.30

13.00 - 14.00 Lunch at de Porceleyne Fles

14.00 - 15.00

15.00 - 15.30

15.30 - 17.15

17.15 - 17.30 Wrap up

Practical information

How to prepare?
As preparation for this IDE Master Class, we will send you some open questions (about the case topic) one week before the IDE Master Class takes place.

All materials provided are included in the course fee.
Literature for this year is:

  1. Service design by industrial designers (Froukje Sleeswijk Visser 2013);
  2. Designing strategies for human relations in services (Dirk Snelders, Eveline van de Garde & Fernando Secomandi, 2014)
  3. Service design: from insights to implementation (Andy Polaine,¬†Ben Reason¬†&¬†Lavrans L√łvlie, 2013).
  4. Design processes in service innovation (Fernando Secomandi & Dirk Snelders, 2017)

Handouts of all lectures will be provided with space for personal notes.

After the course
Between 23-27 October we will organise an after meeting for reflection and coaching of participants in Eindhoven during Dutch Design Week. Exact time and place to be decided.

Dirk Snelders is full Professor of Organising Product and Service Design. He has a background in psychology and marketing, and it is from these fields that he has developed his research interest on the role of design in business.

Froukje Sleeswijk Visser is assistant professor service design and co-design. Her research addresses the different roles of users and other stakeholders in co-design processes.

More information