STBY was invited to present a guest lecture at TU Delft Industrial Design and Engineering, as part of a master course on Service Design Processes for a selection of mature students and staff. Geke and Marie prepared a presentation with examples from various projects where STBY has used service prototypes to engage research participants and client teams in empathic conversations about opportunities for new and improved services.
We stressed that these prototypes are meant to explore the context and future usage of services, as much as the design of them. Since services are co-produced at the moment of the service encounter, their design needs to incorporate the interactions and influences of the people using and delivering the service. This can be somewhat uncomfortable for designers who are used to seeing prototypes primarily as a tool to perfect their designs, but in the case of services this pans out differently.
The discussion with the course participants after the presentation was very lively and interesting. This course is set up and coordinated by Froukje Sleewijk Visser, who is also an associate of STBY.