Executive Course in Evaluation Methods For Service Design

valuation is a very topical issue in various contexts: for companies that have to adapt to new sustainability standards, for public organisations that have to verify the effects of their programmes and policies, for the third sector that is expected to produce significant social changes.

Similarly, since operating in the above-mentioned contexts, evaluation is also becoming an increasingly necessary skill and practice for those involved in service design, in order to justify their design choices with objective evidence and to measure the transformative impact of their solutions

The course aims to integrate the professional skills and tools of service designers to meet the evaluation needs of organisations in support of today's social, economic and environmental challenges. In partnership with: POLIMI Graduate School of Management

MODULE 1 – Introduction to evaluation and stages of evaluation in the design process
The first module aims at introducing the topic of evaluation, with particular focus on service characteristics, going through the elements and steps for conducting an evaluation research. The role of evaluation in service design practice is then explored, integrating key stages of process within the design process.

MODULE 2 – Structuring service evaluation frameworks and building indicators 
The second module focuses on how to structure effective service evaluation frameworks (including evaluation objectives and questions, stakeholder mapping, data collection methods, etc…) proposing practical tools and techniques, and explores the creation of qualitative and quantitative indicators. .

MODULE 3 – Introduction to impact evaluation and developing a Theory of Change 
This module introduces participants to the fundamentals of impact evaluation, deepening how to assess the social, economic, and environmental outcomes of a service design project.. The module also delves into the development of a Theory of Change, as a key method for laying out the steps necessary to achieve impact objectives.

MODULE 4 – Assessing social and environmental impact 
This module focuses on methods and tools for assessing the social and environmental impact of service design projects, including aspects of economic evaluation thereof. Participants will explore different methods, such as Social Return on Investments (SROI) and the importance of integrating sustainability into service design processes, through examples of application to real case studies.

MODULE 5 – Critical analysis of evaluation 
This module aims at generating a critical perspective on evaluation practices, exploring their potential and limitations for service design practice. Participants will reflect on the validity, reliability and impact of what was learned during the course in a process of peer exchange and self-assessment.

The in-presence workshop will focus on the structuring of a service evaluation framework and of the necessary components for its implementation (indicators, tools, etc.) through the application to a real case. This application case may be proposed by the participant according to a set of requirements provided by the faculty. If the participant does not have a suitable application case, this will be provided by the faculty.

Workshop program

Day 1 (3h) Launching the exercise and Theory of Change construction
Day 2 (7h) Structuring the evaluation framework
Day 3 (7h) Evaluation planning and final presentations
The workshop will take place in a suggestive location to experience three immersive days that have an experiential value in addition to the educational one.
 

He course is addressed at those involved in service design practice within public or private organizations or consultancy firms, as well as at freelance professionals. It aims to integrate the design skills of who work in the field of service design and service innovation with the evaluation skills necessary both to direct the design process and to measure the design outcomes, in favor of a systemic approach endowed with a high transformative value.

The course is open to candidates with a high school diploma or degree in Design, Architecture or Engineering, or in non-polytechnic disciplines, such as Economics, Communication Sciences and Social Sciences for whom the polytechnic disciplines can provide a significant addition to their previous professional training.

Admission to the course is subject to selection procedure.