FSD1-RI75 Research and Insight
FSD1-RI75 Research and Insight
- Course description
- Course CodeFSD1-RI75
- Level of Study5.1
- Program of StudyService Design
- Credits7.5
- Study Plan CoordinatorMarna Haskins
The course introduces candidates to research and insight from a service design perspective. It provides knowledge of central theories, methods, and tools for gathering and analysing different types of information. Both qualitative and quantitative methods are taught, emphasising ethnographic tools to identify important stakeholder, client, and user aspects such as the customer journey, service blueprinting and stakeholder mapping.
The course will focus on user research as applying relevant techniques and methods to understand users’ struggles, routines, behaviours, and expectations. Candidates are provided with the knowledge and skills to understand and document user behaviours, needs, and motivations through observation techniques, task analysis, and other feedback methodologies. Problem identification and defining key challenges are at the core of the training provided in the course. Candidates are taught to visualise and document key insights from the research and insight phase.
Candidates are further provided with knowledge about ethical principles and restrictions of user research and standardised procedures for personal data conducting and storage.
The course gives an in-depth understanding of how to break down and analyse problems in light of relevant information, which is the first stage in the double/triple diamond approach to problem-solving. Diving into research, insight methodologies, and ethnography enables students to obtain relevant information for all service design cases independently.
The students will train in moving from much information into having exact, concrete, and relevant insight to get deeper knowledge about the customer’s real needs and concrete knowledge about what challenges must be solved to develop a good service design solution.
The candidate:
- has knowledge of qualitative research methods, including interviews, observations, and surveys, for gathering insights and extracting key insights.
- can update their vocational knowledge within the field of service design.
- has knowledge of how to create “As Is” customer journey maps and service blueprints to represent current service experiences and identify pain points visually.
- has knowledge of the importance of stakeholder mapping to identify and prioritise key individuals or groups that influence a service or project.
- has knowledge of key techniques for identifying and defining service-related problems and challenges through systematic use of data.
- has knowledge of hands-on skills in visual communication, encompassing sketching, diagramming, and storyboarding and how such tools are used in service design processes.
The candidate:
- can apply various data analysis methods, including quantitative and qualitative techniques, to extract valuable insights from research data.
- can identify relevant sources of information and reach out to the necessary information points independently.
- can apply qualitative research and analysis skills to identify problems and generate human-centred solutions that address user pain points and challenges.
- can build relations with research participants and find ways of collaboration with relevant competencies in the service design process.
- can analyse qualitative data to uncover patterns and themes within qualitative research data.
- can visually represent and document key insights effectively, using tools like diagrams, infographics, and reports for clear communication.
The candidate:
- has developed a human-centred approach and knows how to gather and analyse qualitative insights that prioritise user needs and experiences.
- knows how to view services as holistic systems, understanding how various components interact and impact the overall user experience.
- masters critical thinking necessary for evaluating research findings, identifying trends, and making informed recommendations for service improvements.
- understands the central ethical principles and restrictions for user research and personal data.
- can carry out user research from planning and organising to conducting and presenting insights based on the needs of specific target groups or project briefs.
Digital Learning Resources
The learning management system (LMS) is the primary learning platform where students access most of their course materials. The content is presented in various formats, such as text, images, models, videos or podcasts. Each course follows a progression plan, designed to lead students through weekly modules at their own pace. Exercises and assignments (individual or in groups) are embedded throughout the courses to support continuous practice and assessment of the learning outcomes.
Campus Resources
In addition to the digital learning resources, campus students participate in physical learning activities led by teachers as part of the overall delivery.
Guidance
Guidance and feedback from teachers support students' learning journeys, and may be provided synchronously or asynchronously, individually or in groups, via text, video or in-person feedback.
| Form of assessment | Grading scale | Grouping | Duration of assessment |
|---|---|---|---|
Course Assignment | Pass / Fail |