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Cornell University

Service Design Methodology

An Intervention for Engineering Design

3. Processes

Page Contents

Learning Objectives

  1. Understanding Processes: Define applicable processes and their importance in achieving effective engineering designs.
  2. Identifying Processes: Break down the essential elements of a well-structured process, including touchpoints,  frontstage, and backstage activities.
  3. Analyzing and Improving Processes: Learn to assess existing processes, identify inefficiencies, and implement improvements.
  4. Integrating Props with Processes: Use service ecologies, touchpoint channels, and service blueprints to visualize and document processes effectively.

Examples

The Cowculators team uses a mounted camera to calculate the depth of the manure pit, eliminating the need for manual measurement by farmers.

two students, one with a cell phone and another with a laptop, look down at a camera device perched on the edge of a manure storage

This prototype uses a coffee machine mechanism to mix soil, allowing users to analyze nutrient content efficiently and visually.

A black Keurig coffee maker positioned on a wooden desk in an office environment, with a custom-built mechanical attachment mounted beneath it. The attachment features a white metal bracket with a vertical actuator mechanism and black mounting hardware. Red and black wires connect the device to external electronics. A clear plastic cup sits to the right of the setup. The background shows a typical office workspace with desks, cables, a yellow mug, and a green water bottle.

Processes Video