3 credits
Spring 2026 Lecture Distance Learning Upper Division
The success of service organizations requires well-planned design of the service environment and customer experience journey to enhance operational efficiency and excellence, drive customer satisfaction and loyalty, and differentiate from competitors. Addressing the importance of developing and providing optimal customer experience in service industries, this course aims to inspire a design-thinking approach to create contemporary customer experiences in various service settings. By gaining insights from the service design theories, students will gain knowledge to effectively manage the physical environment, service interactions, and service delivery processes to enhance the overall service experience quality. Learning by practice, students will apply the learned design tools to envisage, blueprint, and devise innovative service experience solutions.
Learning Outcomes1Articulate the role of service experience design for the strategic success of service organizations in the marketplace.
2Conduct critical quantitative and qualitative analyses of customer service experience.
3Design service experiences for customers by utilizing various experience design tools.
4Communicate the service design process to service industry professionals and relevant stakeholders.
Restrictions
made by Purdue students.