Interaction Design WikiService Design

Service Design 2019

Over the course of a six-week module, students will develop a multi-touchpoint service concept for food shopping in the future. 


30th of April – 7th of June 2019

Cooperation Partner

Interstore AG



01 Melanie Abbet, 02 Claudia Buck, 03 Duy Bui, 04 Randy Chen, 05 Jennifer Duarte, 06 Fiona Good, 07 Andrin Gorgi, 08 Edna Hirsbrunner, 09 Marcial Koch, 10 Lilian Lopez, 11 Stefan Lustenberger, 12 Ismael Moeri, 13 Colin Schmid, 14 Michelle Schmid, 15 Dominik Szakacs, 16 Janina Tanner, 17 Mara Weber, 18 Ju Yi


Team 1: Claudia Buck, Marcial Koch, Melanie Abbet, Lilian Lopez
Team 2: Colin Schmid, Edna Hirsbrunner, Randy Chen, Ismael Moeri
Team 3: Fiona Good, Janina Tanner, Duy Bui, Dominik Szakacs
Team 4: Andrin Gorgi, Ju Yi, Jennifer Duarte
Team 5: Mara Weber, Michelle Schmid, Stefan Lustenberger


All dates / import as ical

Design Brief

Starting position

The retail sector is under pressure. Due to the ongoing trend towards online shopping, the role of conventional shops has changed fundamentally. The new possibilities are also changing the buying and consumption behavior of customers in the food sector. Food to go in takeaway shops is becoming more and more popular. Customers want it easy and convenient (at train stations, for example) or a special experience (for example, a food experience in a wholesaler).


What is the current purchasing and consumption behavior of 20-30 year olds in the food sector. How must purchasing and catering options be designed in the future over the entire experience journey?

With a focus on today's 20-30 year olds, in-depth questions arise:

In order to remain successful in the future, the food retailer must strongly orientate itself towards the needs of this target group:

The questions are to be directed to the future journey of today's millennials. Not only in Switzerland, but internationally.


As part of this module, students focus on the shopping and consumer behavior of 20-30 year olds in the food sector and develop future-oriented multi-touchpoint service concepts for the retail sector.


CW 18 – Service Exploration

The first week we are diving in different aspects of Service Exploration. We strive to deepen our understanding of the topic and identify core design challenges.





CW 19 – Service Ideation

Based on the results of the service exploration we develop first service ideas and condense them to a compelling service concept.



Possible Deliverables

CW 20/21 – Service Prototyping

After two weeks of service analysis and service conception, we start the first implementation loop. The outcome will be prototypes visualizing aspects of our service and make them testable.



Downloads & Links



Aim of the prototyping phase is to specify the look & feel of aspects of our service - resulting in prototypes that don't just illustrate aspects of our service but enable to experience our service and make our ideas testable.

CW 22 – Service Enactment

This phase is to test your previously developed service prototypes and use the gained insights to improve your service concept. This week should also be used to start with the production of your service video, as the following week is rather short.



Downloads & Links

Deliverables for Team Mentoring

CW 23 – Service Communication

The final week is to prepare all deliverables and the final presentation.


Deliverables at Final Presentation