CDM1001: Introduction to Culture and Design Management

Opening Questions

• Where does a service experience begin and end from the user's perspective?
• How do separate touchpoints combine into one coherent experience?
• What backstage people and systems make the visible service possible?

Learning Goal

Map a service as a connected system of journeys, touchpoints, actors, and backstage processes, and synthesize the six CDM design lenses in a holistic analysis.

Lecture Materials

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In-class Activity

• Short lecture
• Group discussion using D:Branch
• Project 1 synthesis

Assignments

• Visit a pop-up store and complete the critical design analysis report for Project 2. Due: Oct. 20
• 📤 Deliverable 6 Analyze a service-design case and synthesize insights across the design lenses explored throughout Project 1. Due: Oct. 20

Key Takeaways

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Related Readings

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Next Week Preparation

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