Outline

Overview

This unit extends on student’s existing knowledge of the design process to provide a deep understanding of how to design complex, situated experiences and services. The unit is structured around a design brief that focuses on digitally enhanced services and interactive environments. Students develop an understanding of the range of design practices covered by the terms service design and user experience design, and how these relate to other areas of design. They learn about the influence of the user’s context on a designed product, service or system, and how to explore this effectively through design development and visualisation strategies. With a balance of individual and group work, students have an opportunity to collaboratively apply experience and service design methods to a design project.

Unit details and rules

Academic unit	Design Lab
Credit points	6
Prerequisites ?	DECO2016
Corequisites ?	None
Prohibitions ?	None
Assumed knowledge ?	None
Available to study abroad and exchange students	Yes

Teaching staff

Coordinator	Bow Wu, yiying.wu@sydney.edu.au

Assessment

The census date for this unit availability is 31 August 2026

Details
Criteria

Type	Description	Weight	Due	Length	Use of AI
Data analysis	A1: Research insights Students will collaboratively conduct background and empirical research to generate insights that inform service design opportunities.	25%	Week -04 Due date: 30 Aug 2026 at 23:59	10-page report	AI allowed
Outcomes assessed:
Case studies	EFT: Service case analysis Students will individually analyse a relevant service case and identify key components.	0%	Week 01 Due date: 09 Aug 2026 at 23:59	one-page report	AI allowed
Outcomes assessed:
Practical skill	A2: Service co-creation Students will collaboratively plan anconduct co-creation activities with users and stakeholders to validate, refine, and develop service design concepts.	35%	Week 09 Due date: 11 Oct 2026 at 23:59	10-page report	AI allowed
Outcomes assessed:
Presentation	A3: Final design delivery Students will deliver through an in-person presentation and a written project report.	40%	Week 13 Due date: 08 Nov 2026 at 23:59	10-20 pages, presentation	AI allowed
Outcomes assessed:
= hurdle task ? = group assignment ? = early feedback task ?

Assessment summary

EFT: Service case analysis – Students will individually analyse a relevant service case and identify key components.

A1: Research insights – Students will collaboratively conduct background and empirical research to generate insights that inform service design opportunities.

A2: Service co-creation – Students will collaboratively plan and conduct co-creation activities with users and stakeholders to validate, refine, and develop service design concepts.

A3: Final design delivery – Students will deliver a final service master plan through in-person presentation and showcasae and a written report.

Assessment criteria

The University awards common result grades, set out in the Coursework Policy 2014 (Schedule 1).

As a general guide, a high distinction indicates work of an exceptional standard, a distinction a very high standard, a credit a good standard, and a pass an acceptable standard.

Result name	Mark range	Description
High distinction	85 - 100	Work of outstanding quality, demonstrating mastery of the learning outcomes assessed. The work shows significant innovation, experimentation, critical analysis, synthesis, insight, creativity, and/or exceptional skill.
Distinction	75 - 84	Work of excellent quality, demonstrating a sound grasp of the learning outcomes assessed. The work shows innovation, experimentation, critical analysis, synthesis, insight, creativity, and/or superior skill.
Credit	65 - 74	Work of good quality, demonstrating more than satisfactory achievement of the learning outcomes assessed, or work of excellent quality for a majority of the learning outcomes assessed.
Pass	50 - 64	Work demonstrating satisfactory achievement of the learning outcomes assessed.
Fail	0 - 49	Work that does not demonstrate satisfactory achievement of one or more of the learning outcomes assessed.

For more information see sydney.edu.au/students/guide-to-grades.

These grade ranges have been translated into detailed rubrics for every assessment, which can be accessed by clicking on the assessment in canvas.

For more information see guide to grades.

Use of generative artificial intelligence (AI)

You can use generative AI tools for open assessments. Restrictions on AI use apply to secure, supervised assessments used to confirm if students have met specific learning outcomes.

Refer to the assessment table above to see if AI is allowed, for assessments in this unit and check Canvas for full instructions on assessment tasks and AI use.

If you use AI, you must always acknowledge it. Misusing AI may lead to a breach of the Academic Integrity Policy.

Visit the Current Students website for more information on AI in assessments, including details on how to acknowledge its use.

Late submission

In accordance with University policy, these penalties apply when written work is submitted after 11:59pm on the due date:

Deduction of 5% of the maximum mark for each calendar day after the due date.
After ten calendar days late, a mark of zero will be awarded.

This unit has an exception to the standard University policy or supplementary information has been provided by the unit coordinator. This information is displayed below:

A penalty of 5% of the awardable marks will be applied to late work for every calendar day up to and including 10 calendar days after the due date. A mark of zero will be awarded for work submitted more than 10 calendar days after the due date.

Academic integrity

The University expects students to act ethically and honestly and will treat all allegations of academic integrity breaches seriously.

Our website provides information on academic integrity and the resources available to all students. This includes advice on how to avoid common breaches of academic integrity. Ensure that you have completed the Academic Honesty Education Module (AHEM) which is mandatory for all commencing coursework students

Penalties for serious breaches can significantly impact your studies and your career after graduation. It is important that you speak with your unit coordinator if you need help with completing assessments.

Visit the Current Students website for more information on AI in assessments, including details on how to acknowledge its use.

Learning support

Simple extensions

If you encounter a problem submitting your work on time, you may be able to apply for an extension of five calendar days through a simple extension.  The application process will be different depending on the type of assessment and extensions cannot be granted for some assessment types like exams.

Special consideration

If exceptional circumstances mean you can’t complete an assessment, you need consideration for a longer period of time, or if you have essential commitments which impact your performance in an assessment, you may be eligible for special consideration or special arrangements.

Special consideration applications will not be affected by a simple extension application.

Using AI responsibly

Co-created with students, AI in Education includes lots of helpful examples of how students use generative AI tools to support their learning. It explains how generative AI works, the different tools available and how to use them responsibly and productively.

Support for students

The Support for Students Policy reflects the University’s commitment to supporting students in their academic journey and making the University safe for students. It is important that you read and understand this policy so that you are familiar with the range of support services available to you and understand how to engage with them.

The University uses email as its primary source of communication with students who need support under the Support for Students Policy. Make sure you check your University email regularly and respond to any communications received from the University.

Learning resources and detailed information about weekly assessment and learning activities can be accessed via Canvas. It is essential that you visit your unit of study Canvas site to ensure you are up to date with all of your tasks.

If you are having difficulties completing your studies, or are feeling unsure about your progress, we are here to help. You can access the support services offered by the University at any time:

Support and Services (including health and wellbeing services, financial support and learning support)
Course planning and administration
Meet with an Academic Adviser

Weekly schedule

WK	Topic	Learning activity
Week 01	Basics of service design	Lecture (1 hr)
Week 01	Value co-creation: Case analysis	Tutorial (2 hr)
Week 02	Understand people - current & future	Lecture (1 hr)
Week 02	Plan your research	Tutorial (2 hr)
Week 03	Visions in contemporary design	Lecture (1 hr)
Week 03	Vision statement exercise	Tutorial (2 hr)
Week 04	Service design mindset: Design for participation and relationality	Lecture (1 hr)
Week 04	Insights generation exercise	Tutorial (2 hr)
Week 05	Different layers in designing services	Lecture (1 hr)
Week 05	Connecting, resourcing exercise	Tutorial (2 hr)
Week 06	Service co-creation	Lecture (1 hr)
Week 06	Co-creation toolkits market	Tutorial (2 hr)
Week 07	Design for behavioural change	Lecture (1 hr)
Week 07	Intervention through touchpoint exercise	Tutorial (2 hr)
Week 08	Student-led activities: Co-creation session	Practical (1 hr)
Week 08	Student-led activities: Co-creation session	Practical (2 hr)
Week 09	No lecture - public holiday	Lecture (1 hr)
Week 09	Project consultation (a new date to be determined)	Tutorial (2 hr)
Week 10	Service master planning	Lecture (1 hr)
Week 10	Service master planning exercise	Tutorial (2 hr)
Week 11	Design proposal, persuasion, and engagement	Lecture (1 hr)
Week 11	Project consultation	Tutorial (2 hr)
Week 12	Student-led activities	Practical (1 hr)
Week 12	Student-led activities	Practical (2 hr)
Week 13	Student-led activities	Practical (2 hr)
Week 13	Student-led activities	Practical (1 hr)

Attendance and class requirements

Students are expected to attend a minimum of 90% of timetabled classes in accordance with the School Resolutions. Attendance supports engagement with learning, feedback, critique and collaborative activities. Attendance records will be maintained throughout the semester.

Where attendance falls below the expected level, the Unit Coordinator may exercise the discretion available under the School Resolution, including determining whether attendance has affected a student’s ability to demonstrate the unit learning outcomes or requiring additional assessment where appropriate.

Students should refer to the School of Architecture, Design and Planning resolutions for specific information relating to attendance and participation.

Study commitment

Typically, there is a minimum expectation of 1.5-2 hours of student effort per week per credit point for units of study offered over a full semester. For a 6 credit point unit, this equates to roughly 120-150 hours of student effort in total.

Required readings

Stickdorn, M., Hormess, M. E., Lawrence, A., & Schneider, J. (2018). This is service design doing. " O'Reilly Media, Inc.".
Morelli, N., De Götzen, A., & Simeone, L. (2021). Service design capabilities (p. 89). Springer Nature.
Sanders, E. B. N., & Stappers, P. J. (2012). Convivial toolbox: Generative research for the front end of design. Bis.

Learning outcomes

Learning outcomes are what students know, understand and are able to do on completion of a unit of study. They are aligned with the University's graduate qualities and are assessed as part of the curriculum.

Outcomes
Graduate qualities

At the completion of this unit, you should be able to:

LO1. apply participatory and collaborative design methods to the exploration of ill-defined problems.
LO2. develop skills for facilitating communication with diverse teams
LO3. apply principles of experience and service design to a complex design project
LO4. document and communicate design activities in a professional manner
LO5. demonstrate an understanding of the scope of experience and service design

Graduate qualities

The graduate qualities are the qualities and skills that all University of Sydney graduates must demonstrate on successful completion of an award course. As a future Sydney graduate, the set of qualities have been designed to equip you for the contemporary world.

GQ1	Depth of disciplinary expertise Deep disciplinary expertise is the ability to integrate and rigorously apply knowledge, understanding and skills of a recognised discipline defined by scholarly activity, as well as familiarity with evolving practice of the discipline.
GQ2	Critical thinking and problem solving Critical thinking and problem solving are the questioning of ideas, evidence and assumptions in order to propose and evaluate hypotheses or alternative arguments before formulating a conclusion or a solution to an identified problem.
GQ3	Oral and written communication Effective communication, in both oral and written form, is the clear exchange of meaning in a manner that is appropriate to audience and context.
GQ4	Information and digital literacy Information and digital literacy is the ability to locate, interpret, evaluate, manage, adapt, integrate, create and convey information using appropriate resources, tools and strategies.
GQ5	Inventiveness Generating novel ideas and solutions.
GQ6	Cultural competence Cultural Competence is the ability to actively, ethically, respectfully, and successfully engage across and between cultures. In the Australian context, this includes and celebrates Aboriginal and Torres Strait Islander cultures, knowledge systems, and a mature understanding of contemporary issues.
GQ7	Interdisciplinary effectiveness Interdisciplinary effectiveness is the integration and synthesis of multiple viewpoints and practices, working effectively across disciplinary boundaries.
GQ8	Integrated professional, ethical, and personal identity An integrated professional, ethical and personal identity is understanding the interaction between one’s personal and professional selves in an ethical context.
GQ9	Influence Engaging others in a process, idea or vision.

Outcome map

Learning outcomes	Graduate qualities
Learning outcomes

Responding to student feedback

This section outlines changes made to this unit following staff and student reviews.

I have changed the assessments by replacing the reflective diaries with a research insights report to provide better guidance to support students' project work.

Disclaimer

Important: the University of Sydney regularly reviews units of study and reserves the right to change the units of study available annually. To stay up to date on available study options, including unit of study details and availability, refer to the relevant handbook.

To help you understand common terms that we use at the University, we offer an online glossary.

Current students

Overview

Overview

Unit details and rules

Teaching staff

Assessment

Assessment

Assessment summary

Assessment criteria

Use of generative artificial intelligence (AI)

Late submission

Academic integrity

Learning support

Learning support

Simple extensions

Special consideration

Using AI responsibly

Support for students

Weekly schedule

Weekly schedule

Attendance and class requirements

Study commitment

Required readings

Learning outcomes

Learning outcomes

Graduate qualities

Outcome map

Responding to student feedback

Responding to student feedback

Disclaimer

On this page

Useful links

DESN3002: Experience and Service Design

Semester 2, 2026 [Normal day] - Camperdown/Darlington, Sydney

Overview

Overview

Unit details and rules

Teaching staff

Assessment

Assessment

Assessment summary

Assessment criteria

Use of generative artificial intelligence (AI)

Late submission

Academic integrity

Learning support

Learning support

Simple extensions

Special consideration

Using AI responsibly

Support for students

Weekly schedule

Weekly schedule

Attendance and class requirements

Study commitment

Required readings

Learning outcomes

Learning outcomes

Graduate qualities

Outcome map

Responding to student feedback

Responding to student feedback

Disclaimer

On this page

Useful links