Opinto-opas

Osaamistavoitteet

The student is able to
- create and analyse customer experiences
- evaluate processes as part of practical way of learning within projects
- develop services by implementing design thinking ideology

Arviointiasteikko

H-5

Osaamistavoitteet

The student is able to
- create and analyse customer experiences
- evaluate processes as part of practical way of learning within projects
- develop services by implementing design thinking ideology

Toteutuksen valinnaiset suoritustavat

Ydinosaamista, ei valinnaisia suoritustapoja.

Toteutuksen tärkeät päivämäärät

29.8.
Welcome to BarLaurea 1 - Introduction to course/ Henry Lybäck & Kati Pohjanmaa
Practical shifts, BarLaurea as a Learning environment, HACCP in BarLaurea/ Restaurant Manager Taneli Kesäläinen
Ergonomy & Occupational Safety and Health in the Restaurant/Kati

30.8.
Nutrition & special diets Kati
Sustainability in restaurant field/ Henry
Assignement: Design your own BarLaurea soup lunch and dessert

2.9.-18.10 Practical way of learning in BarLaurea environment.

25.10.
Presentations and feedback day: Design your own soup lunch and dessert

Kansainvälisyys toteutuksella

Opetus ja harjoittelu tapahtuu monikulttuurisessa työyhteisössä.

Opiskelijan ajankäyttö ja kuormitus

Teoria 15 tuntia.
Tehtävien tekeminen 30 tuntia
Käytännön harjoittelu 90 tuntia.

Sisältö ja sen jaksotus

29.8.
Welcome to BarLaurea 1 - Introduction to course/ Henry Lybäck & Kati Pohjanmaa
Practical shifts, BarLaurea as a Learning environment, HACCP in BarLaurea/ Restaurant Manager Taneli Kesäläinen
Ergonomy & Occupational Safety and Health in the Restaurant/Kati

30.8.
Nutrition & special diets Kati
Sustainability in restaurant field/ Henry
Assignement: Design your own BarLaurea soup lunch and dessert

2.9.-18.10 Practical way of learning in BarLaurea environment.

25.10.
Presentations and feedback day: Design your own soup lunch and dessert

Lisätietoja opiskelijoille

Opintojakson tarkoituksena on kasvattaa opiskelijoiden käsitystä suomalaisesta ravintolamaailmasta, sekä antaa valmiuksia työskennellä ravintoloissa Suomessa. Kursiin kuuluu myös hygieniapassin ja anniskelupassin suorittaminen.

Arviointiasteikko

H-5

Arviointikriteerit, hyväksytty/hylätty

Hyväksytty:
Opiskelija osaa
- luoda ja analysoida asiakaskokemuksia
- arvioida prosesseja osana käytännön oppimista projekteissa
- kehittää palveluita toteuttamalla muotoiluajattelun ideologiaa
- omata tarpeelliset tiedot ravintolatyöskentelyyn Suomessa, sekä hygienia- ja anniskelupassin

Osaamistavoitteet

The student is able to
- create and analyse customer experiences
- evaluate processes as part of practical way of learning within projects
- develop services by implementing design thinking ideology

Toteutuksen valinnaiset suoritustavat

Ydinosaamista, ei valinnaisia suoritustapoja.

Toteutuksen tärkeät päivämäärät

16.10.
Welcome to BarLaurea 1 - Introduction to course/ Henry Lybäck & Kati Pohjanmaa
Practical shifts, BarLaurea as a Learning environment, HACCP in BarLaurea/ Restaurant Manager Taneli Kesäläinen
Ergonomy & Occupational Safety and Health in the Restaurant/Kati

17.10.
Nutrition & special diets Kati
Sustainability in restaurant field/ Henry
Assignement: Design your own BarLaurea soup lunch and dessert

21.10.-5.12. Practical way of learning in BarLaurea environment.

13.12.
Presentations and feedback day: Design your own soup lunch and dessert

Kansainvälisyys toteutuksella

Opetus ja harjoittelu tapahtuu monikulttuurisessa työyhteisössä.

Opiskelijan ajankäyttö ja kuormitus

Teoria 15 tuntia.
Tehtävien tekeminen 30 tuntia
Käytännön harjoittelu 90 tuntia.

Sisältö ja sen jaksotus

16.10.
Welcome to BarLaurea 1 - Introduction to course/ Henry Lybäck & Kati Pohjanmaa
Practical shifts, BarLaurea as a Learning environment, HACCP in BarLaurea/ Restaurant Manager Taneli Kesäläinen
Ergonomy & Occupational Safety and Health in the Restaurant/Kati

17.10.
Nutrition & special diets Kati
Sustainability in restaurant field/ Henry
Assignement: Design your own BarLaurea soup lunch and dessert

21.10.-5.12. Practical way of learning in BarLaurea environment.

13.12.
Presentations and feedback day: Design your own soup lunch and dessert

Lisätietoja opiskelijoille

Opintojakson tarkoituksena on kasvattaa opiskelijoiden käsitystä suomalaisesta ravintolamaailmasta, sekä antaa valmiuksia työskennellä ravintoloissa Suomessa. Kursiin kuuluu myös hygieniapassin ja anniskelupassin suorittaminen.

Arviointiasteikko

H-5

Arviointikriteerit, hyväksytty/hylätty

Hyväksytty:
Opiskelija osaa
- luoda ja analysoida asiakaskokemuksia
- arvioida prosesseja osana käytännön oppimista projekteissa
- kehittää palveluita toteuttamalla muotoiluajattelun ideologiaa
- omata tarpeelliset tiedot ravintolatyöskentelyyn Suomessa, sekä hygienia- ja anniskelupassin

Osaamistavoitteet

The student is able to
- create and analyse customer experiences
- evaluate processes as part of practical way of learning within projects
- develop services by implementing design thinking ideology

Toteutuksen valinnaiset suoritustavat

Ydinosaamista, ei valinnaisia suoritustapoja.

Toteutuksen tärkeät päivämäärät

29.8.
Welcome to BarLaurea 1 - Introduction to course/ Henry Lybäck & Kati Pohjanmaa
Practical shifts, BarLaurea as a Learning environment, HACCP in BarLaurea/ Restaurant Manager Taneli Kesäläinen
Ergonomy & Occupational Safety and Health in the Restaurant/Kati

30.8.
Nutrition & special diets Kati
Sustainability in restaurant field/ Henry
Assignement: Design your own BarLaurea soup lunch and dessert

2.9.-18.10 Practical way of learning in BarLaurea environment.

25.10.
Presentations and feedback day: Design your own soup lunch and dessert

Kansainvälisyys toteutuksella

Opetus ja harjoittelu tapahtuu monikulttuurisessa työyhteisössä.

Opiskelijan ajankäyttö ja kuormitus

Teoria 15 tuntia.
Tehtävien tekeminen 30 tuntia
Käytännön harjoittelu 90 tuntia.

Sisältö ja sen jaksotus

29.8.
Welcome to BarLaurea 1 - Introduction to course/ Henry Lybäck & Kati Pohjanmaa
Practical shifts, BarLaurea as a Learning environment, HACCP in BarLaurea/ Restaurant Manager Taneli Kesäläinen
Ergonomy & Occupational Safety and Health in the Restaurant/Kati

30.8.
Nutrition & special diets Kati
Sustainability in restaurant field/ Henry
Assignement: Design your own BarLaurea soup lunch and dessert

2.9.-18.10 Practical way of learning in BarLaurea environment.

25.10.
Presentations and feedback day: Design your own soup lunch and dessert

Lisätietoja opiskelijoille

Opintojakson tarkoituksena on kasvattaa opiskelijoiden käsitystä suomalaisesta ravintolamaailmasta, sekä antaa valmiuksia työskennellä ravintoloissa Suomessa. Kursiin kuuluu myös hygieniapassin ja anniskelupassin suorittaminen.

Arviointiasteikko

H-5

Arviointikriteerit, hyväksytty/hylätty

Hyväksytty:
Opiskelija osaa
- luoda ja analysoida asiakaskokemuksia
- arvioida prosesseja osana käytännön oppimista projekteissa
- kehittää palveluita toteuttamalla muotoiluajattelun ideologiaa
- omata tarpeelliset tiedot ravintolatyöskentelyyn Suomessa, sekä hygienia- ja anniskelupassin

Osaamistavoitteet

The student is able to
- create and analyse customer experiences
- evaluate processes as part of practical way of learning within projects
- develop services by implementing design thinking ideology

Arviointiasteikko

H-5

Osaamistavoitteet

The student is able to:
- understand and resolve challenges in a LivingLab environment
- apply current issues and future trends when organizing and developing services
- identify changes in hospitality field using future thinking methods and tools

Arviointiasteikko

H-5

Osaamistavoitteet

The student is able to:
- understand and resolve challenges in a LivingLab environment
- apply current issues and future trends when organizing and developing services
- identify changes in hospitality field using future thinking methods and tools

Arviointiasteikko

H-5

Osaamistavoitteet

The student is able to
- apply customer experience knowledge into the service business
- plan and produce user-centered services
- develop hospitality services  in the international context

Toteutustapa

During the study unit, students will work in teams and have also individual work.
Students need to be prepared to work efficiently and actively during the studies.

The team project is based on developing customer experience.

Aika ja paikka

The exact schedule will be in canvas and discussed during the first class. Students are required to work every week efficiently during the study unit. Weekly meetings are in Leppävaara Campus.

Oppimateriaali ja suositeltava kirjallisuus

Villani, I. 2018. Transform Customer Experience. Wiley
https://ebookcentral.proquest.com/lib/Laurea/detail.action?docID=5649350

Peppers, D. and Rogers, M. 2017.Managing customer experience and relationship: a strategic framework
https://ebookcentral.proquest.com/lib/Laurea/detail.action?docID=4729311

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This Is Service Design Doing. Sebastopol: O’Reilly
https://www.thisisservicedesigndoing.com/

Toteutuksen valinnaiset suoritustavat

According to the degree regulations “all students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit Link.

Toteutuksen tärkeät päivämäärät

Active participation in lectures and workshops is required due to the service desing methods and tools used. The exact schedule will be in canvas and discussed during the first class.

Kansainvälisyys toteutuksella

Suitable for exchange students

Opiskelijan ajankäyttö ja kuormitus

10 ECTS = 270 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Sisältö ja sen jaksotus

Content
- orientation to Design thinking
- Customer experience in theory
- Service versus experience
- Journey Mapping
- Service Blueprint
- Measuring customer experience
- Employer experience
- Multichannel/ Omnichannel
- Miro basics

ASSIGNMENTS
-----------------------
Customer project/ team work (evaluated 5-1 + peer evaluation, returned by the end of the course)
Individual essay (5-1, returned by the end of the course)
Individual assignment (mind map) pass/ fail (returned in the beginning of the course)
Team assignments pass/ fail (returned in the beginning of the course)

Lisätietoja opiskelijoille

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Arviointiasteikko

H-5

Arviointimenetelmät ja arvioinnin perusteet

The evaluation of competence is based on the descriptions of objectives in the curricula and the evaluation criteria provided in the study unit’s implementation plan” (Laurea degree regulations).

In this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

The study unit is carried out by implementing Learning by Developing. This means that both the study process and the end results influence the grade. Missing or late tasks returned will influence the grade.

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. [If Urkund is used when assignments are checked, the lecturer will inform the students of this.]

Arviointikriteerit, hyväksytty/hylätty

Laurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Hylätty (0)

Laurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Arviointikriteerit, tyydyttävä (1-2)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

Arviointikriteerit, hyvä (3-4)

Suomeksi
Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 3-4 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 3-4 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 3-4 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

Arviointikriteerit, kiitettävä (5)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

Osaamistavoitteet

The student is able to
- apply customer experience knowledge into the service business
- plan and produce user-centered services
- develop hospitality services  in the international context

Toteutustapa

During the study unit, students will work in teams and have also individual work.
Students need to be prepared to work efficiently and actively during the studies.

The team project is based on developing customer experience.

Aika ja paikka

The exact schedule will be in canvas and discussed during the first class. Students are required to work every week efficiently during the study unit. Weekly meetings are in Leppävaara Campus.

Oppimateriaali ja suositeltava kirjallisuus

Villani, I. 2018. Transform Customer Experience. Wiley
https://ebookcentral.proquest.com/lib/Laurea/detail.action?docID=5649350

Peppers, D. and Rogers, M. 2017.Managing customer experience and relationship: a strategic framework
https://ebookcentral.proquest.com/lib/Laurea/detail.action?docID=4729311

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This Is Service Design Doing. Sebastopol: O’Reilly
https://www.thisisservicedesigndoing.com/

Toteutuksen valinnaiset suoritustavat

According to the degree regulations “all students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit Link.

Toteutuksen tärkeät päivämäärät

Active participation in lectures and workshops is required due to the service desing methods and tools used. The exact schedule will be in canvas and discussed during the first class.

Kansainvälisyys toteutuksella

Suitable for exchange students

Opiskelijan ajankäyttö ja kuormitus

10 ECTS = 270 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Sisältö ja sen jaksotus

Content
- orientation to Design thinking
- Customer experience in theory
- Service versus experience
- Journey Mapping
- Service Blueprint
- Measuring customer experience
- Employer experience
- Multichannel/ Omnichannel
- Miro basics

ASSIGNMENTS
-----------------------
Customer project/ team work (evaluated 5-1 + peer evaluation, returned by the end of the course)
Individual essay (5-1, returned by the end of the course)
Individual assignment (mind map) pass/ fail (returned in the beginning of the course)
Team assignments pass/ fail (returned in the beginning of the course)

Lisätietoja opiskelijoille

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Arviointiasteikko

H-5

Arviointimenetelmät ja arvioinnin perusteet

The evaluation of competence is based on the descriptions of objectives in the curricula and the evaluation criteria provided in the study unit’s implementation plan” (Laurea degree regulations).

In this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

The study unit is carried out by implementing Learning by Developing. This means that both the study process and the end results influence the grade. Missing or late tasks returned will influence the grade.

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. [If Urkund is used when assignments are checked, the lecturer will inform the students of this.]

Arviointikriteerit, hyväksytty/hylätty

Laurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Hylätty (0)

Laurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Arviointikriteerit, tyydyttävä (1-2)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

Arviointikriteerit, hyvä (3-4)

Suomeksi
Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 3-4 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 3-4 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 3-4 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

Arviointikriteerit, kiitettävä (5)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

Osaamistavoitteet

The student is able to
- apply customer experience knowledge into the service business
- plan and produce user-centered services
- develop hospitality services  in the international context

Toteutustapa

During the study unit, students will work in teams and have also individual work.
Students need to be prepared to work efficiently and actively during the studies.

The team project is based on developing customer experience.

Aika ja paikka

The exact schedule will be in canvas and discussed during the first class. Students are required to work every week efficiently during the study unit. Weekly meetings are in Leppävaara Campus.

Oppimateriaali ja suositeltava kirjallisuus

Villani, I. 2018. Transform Customer Experience. Wiley
https://ebookcentral.proquest.com/lib/Laurea/detail.action?docID=5649350

Peppers, D. and Rogers, M. 2017.Managing customer experience and relationship: a strategic framework
https://ebookcentral.proquest.com/lib/Laurea/detail.action?docID=4729311

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This Is Service Design Doing. Sebastopol: O’Reilly
https://www.thisisservicedesigndoing.com/

Toteutuksen valinnaiset suoritustavat

According to the degree regulations “all students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit Link.

Toteutuksen tärkeät päivämäärät

Active participation in lectures and workshops is required due to the service desing methods and tools used. The exact schedule will be in canvas and discussed during the first class.

Kansainvälisyys toteutuksella

Suitable for exchange students

Opiskelijan ajankäyttö ja kuormitus

10 ECTS = 270 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Sisältö ja sen jaksotus

Content
- orientation to Design thinking
- Customer experience in theory
- Service versus experience
- Journey Mapping
- Service Blueprint
- Measuring customer experience
- Employer experience
- Multichannel/ Omnichannel
- Miro basics

ASSIGNMENTS
-----------------------
Customer project/ team work (evaluated 5-1 + peer evaluation, returned by the end of the course)
Individual essay (5-1, returned by the end of the course)
Individual assignment (mind map) pass/ fail (returned in the beginning of the course)
Team assignments pass/ fail (returned in the beginning of the course)

Lisätietoja opiskelijoille

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Arviointiasteikko

H-5

Arviointimenetelmät ja arvioinnin perusteet

The evaluation of competence is based on the descriptions of objectives in the curricula and the evaluation criteria provided in the study unit’s implementation plan” (Laurea degree regulations).

In this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

The study unit is carried out by implementing Learning by Developing. This means that both the study process and the end results influence the grade. Missing or late tasks returned will influence the grade.

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. [If Urkund is used when assignments are checked, the lecturer will inform the students of this.]

Arviointikriteerit, hyväksytty/hylätty

Laurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Hylätty (0)

Laurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Arviointikriteerit, tyydyttävä (1-2)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

Arviointikriteerit, hyvä (3-4)

Suomeksi
Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 3-4 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 3-4 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 3-4 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

Arviointikriteerit, kiitettävä (5)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

Osaamistavoitteet

The student is able to
- define the services in the hospitality industry
- evaluate user-centered behaviour in different services in the hospitality field
- explore hospitality services in the international framework

Toteutustapa

Lectures, project for an organization, presentations in class. There are individual and team assignments.

Aika ja paikka

In Leppävaara according to schedule. It is compulsory to be present during the first meeting, team presentations, and possible guest lectures and visits. The study unit may involve visits to locations outside the campus.

Oppimateriaali ja suositeltava kirjallisuus

Material Available in Canvas.

Toteutuksen tärkeät päivämäärät

Detailed timetable available in Canvas.

Opiskelijan ajankäyttö ja kuormitus

10 ECTS = 270 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Sisältö ja sen jaksotus

Detailed timetable available in Canvas.

- Define Hospitality Industry
- Define the services in the hospitality industry
- Evaluate user-centered behavior
- Services in the hospitality field
- Hospitality services in the international framework

Arviointiasteikko

H-5

Arviointimenetelmät ja arvioinnin perusteet

Assessment the competence of bachelor students: requirement level I

Arviointikriteerit, tyydyttävä (1-2)

SATISFACTORY,
grade 1
Students are able to:
• Apply most important/individual and appropriate professional concepts, and indicate their familiarity with the knowledge base.
• Act safely, although activities are often schematic/ experimental/ fumbling/ self-involved.
• Comply with rules and instructions, and justify their activities using provided instructions.
• Act appropriately under guidance.
• Use acquired techniques and models.
• Take customers into account in their actions.
• Act as group members.
• Act in accordance with ethical principles.

Arviointikriteerit, hyvä (3-4)

GOOD
grade 3
Students are able to:
• Apply professional concepts systematically.
• Apply occupational safety instructions in their activities.
• Justify, compare and analyse their activities using general guidelines.
• Able to cope independently in different tasks in each operating environment.
• Apply acquired techniques and models diversely.
• Act professionally in customer situations.
• Work in a group in line with objectives.
• Justify their activities in accordance with ethical principles..

Arviointikriteerit, kiitettävä (5)

BACHELOR'S DEGREE INITIAL STAGE STUDENTS
EXCELLENT
grade 5
Students are able to:
• Apply professional concepts expertly.
• Comply with occupational safety instructions responsibly and independently.
• Justify activities using research knowledge.
• Work independently and take initiatives in line with objectives. Operations are often flexible, systematic, development-oriented, creative and active.
• Select the appropriate techniques and models for activities, and justify the choices.
• Act in customer-oriented ways and according to the situation.
• Promote group activities.
• Able to critically apply ethical principles in the subject field in one's conduct and tasks

Osaamistavoitteet

The student is able to
- define the services in the hospitality industry
- evaluate user-centered behaviour in different services in the hospitality field
- explore hospitality services in the international framework

Toteutustapa

Lectures, project for an organization, presentations in class. There are individual and team assignments.

Aika ja paikka

In Leppävaara according to schedule. It is compulsory to be present during the first meeting, team presentations, and possible guest lectures and visits. The study unit may involve visits to locations outside the campus.

Oppimateriaali ja suositeltava kirjallisuus

Material Available in Canvas.

Toteutuksen tärkeät päivämäärät

Detailed timetable available in Canvas.

Opiskelijan ajankäyttö ja kuormitus

10 ECTS = 270 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Sisältö ja sen jaksotus

Detailed timetable available in Canvas.

- Define Hospitality Industry
- Define the services in the hospitality industry
- Evaluate user-centered behavior
- Services in the hospitality field
- Hospitality services in the international framework

Arviointiasteikko

H-5

Arviointimenetelmät ja arvioinnin perusteet

Assessment the competence of bachelor students: requirement level I

Arviointikriteerit, tyydyttävä (1-2)

SATISFACTORY,
grade 1
Students are able to:
• Apply most important/individual and appropriate professional concepts, and indicate their familiarity with the knowledge base.
• Act safely, although activities are often schematic/ experimental/ fumbling/ self-involved.
• Comply with rules and instructions, and justify their activities using provided instructions.
• Act appropriately under guidance.
• Use acquired techniques and models.
• Take customers into account in their actions.
• Act as group members.
• Act in accordance with ethical principles.

Arviointikriteerit, hyvä (3-4)

GOOD
grade 3
Students are able to:
• Apply professional concepts systematically.
• Apply occupational safety instructions in their activities.
• Justify, compare and analyse their activities using general guidelines.
• Able to cope independently in different tasks in each operating environment.
• Apply acquired techniques and models diversely.
• Act professionally in customer situations.
• Work in a group in line with objectives.
• Justify their activities in accordance with ethical principles..

Arviointikriteerit, kiitettävä (5)

BACHELOR'S DEGREE INITIAL STAGE STUDENTS
EXCELLENT
grade 5
Students are able to:
• Apply professional concepts expertly.
• Comply with occupational safety instructions responsibly and independently.
• Justify activities using research knowledge.
• Work independently and take initiatives in line with objectives. Operations are often flexible, systematic, development-oriented, creative and active.
• Select the appropriate techniques and models for activities, and justify the choices.
• Act in customer-oriented ways and according to the situation.
• Promote group activities.
• Able to critically apply ethical principles in the subject field in one's conduct and tasks

Osaamistavoitteet

The student is able to
- implement Design Thinking in customer experience management and organizational development
- apply Lean and facilitation skills in management
- explore and develop operations based on trends and futures' thinking

Toteutustapa

During the study unit, students will work in teams with a client to develop services.
Students need to be prepared to work efficiently and actively during the studies.
You will also get an experience of facilitating a workshop together with your multicultural team.

Please note that this course requires active participation. The course is based on Co-creation in teams.
Overlapping courses are not possible.

Oppimateriaali ja suositeltava kirjallisuus

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This Is Service Design Doing. Sebastopol: O’Reilly
https://www.thisisservicedesigndoing.com/
Other material will be provided in Canvas

Toteutuksen valinnaiset suoritustavat

According to the degree regulations “all students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit Link.

Työelämäyhteistyö ja/tai TKI

You will work with a client to create new service ideas for them.
Design challenge is stated in the beginning of the study unit.
Design thinking is strongly empowered by co-creation, this gives an approach to work and behave during the study unit and in the project

Toteutuksen tärkeät päivämäärät

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrollment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Kansainvälisyys toteutuksella

Study unit will be implemented among intercultural teams. Material concerning Design thinking and service design, Futures orientation, Facilitation and Lean-management is international.
The study unit is suitable for exchange students.

Opiskelijan ajankäyttö ja kuormitus

10 ECTS = 270 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.

Please note that the project is carried out in teams and requires active team work outside the scheduled lectures.

Sisältö ja sen jaksotus

CONCEPTS
------------------------
Service Design process (including appropriate methods and tools)
Design Thinking
Lean management
Futures Thinking
Facilitation


ASSIGNMENTS
-----------------------
Design project & Design manual created during the process (70%)
Service design theory with quizzes (30%)
Self- and peer evaluation with buddy-check (pass/fail)

The student is able to
- implement Design Thinking in customer experience management and organizational development
- apply Lean and facilitation skills in management
- explore and develop operations based on trends and futures' thinking

Lisätietoja opiskelijoille

The study unit corresponds to the requirements of Bachelor's level education.

Arviointiasteikko

H-5

Osaamistavoitteet

The student is able to
- carry out design projects implementing Design Thinking methodology
- offer different solutions to real problems of clients

Toteutustapa

During the study unit, students will work in teams with a client to develop services.
Students need to be prepared to work efficiently and actively during the studies.

Aika ja paikka

Students are required to work every week efficiently during the study unit.
Contact sessions: Accurate timetable will be in Canvas work space

Oppimateriaali ja suositeltava kirjallisuus

Design Thinking materials and theory books.

Lupton, E. Graphic design thinking : beyond brainstorming. 2011.Princeton Architectural Press ; Maryland Institute College of Art.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=3387597

Luchs, Michael G. ; Griffin, Abbie ; Swan, Scott. 2015. Design Thinking. Wiley-Blackwell.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=4041673

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This Is Service Design Doing. Sebastopol: O’Reilly
https://www.thisisservicedesigndoing.com/

Työelämäyhteistyö ja/tai TKI

You will work with a client to create new service ideas for them.
Design Thinking Project design challenge is stated in the beginning of the study unit.

Toteutuksen tärkeät päivämäärät

Active participation in lectures and workshops is required due to the service design methods and tools used.
Contact sessions: Accurate timetable will be in Canvas work space

Opiskelijan ajankäyttö ja kuormitus

5 ECTS = 135 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Sisältö ja sen jaksotus

CONCEPTS
------------------------
Design thinking
Design thinking process and tools
Mind Mapping
Brainstorming
Observation: mystery shopping
Interviews
Benchmark
SWOT
Customer Insight (Persona & Customer Journey)
Storytelling
Future forecast

ASSIGNMENTS
-----------------------
Customer project
Development of map and understanding / team work
Evaluated using scale (5-1)
Design Portfolio created during the process
The finished service design portfolio is given to the customer project provider

Lisätietoja opiskelijoille

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Arviointiasteikko

H-5

Arviointimenetelmät ja arvioinnin perusteet

The evaluation of competence is based on the descriptions of objectives in the curricula and the evaluation criteria provided in the study unit’s implementation plan” (Laurea degree regulations).

In this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

The study unit is carried out by implementing Learning by Developing. This means that both the study process and the end results influence the grade. Missing or late tasks returned will influence the grade.

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. [If Urkund is used when assignments are checked, the lecturer will inform the students of this.]

Hylätty (0)

aurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Arviointikriteerit, tyydyttävä (1-2)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules
Englanniksi
Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2(or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

Arviointikriteerit, hyvä (3-4)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 3-4 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 3-4 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 3-4 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

Arviointikriteerit, kiitettävä (5)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

Osaamistavoitteet

The student is able to
- carry out design projects implementing Design Thinking methodology
- offer different solutions to real problems of clients

Toteutustapa

During the study unit, students will work in teams with a client to develop services.
Students need to be prepared to work efficiently and actively during the studies.

Aika ja paikka

Students are required to work every week efficiently during the study unit.
Contact sessions: Accurate timetable will be in Canvas work space

Oppimateriaali ja suositeltava kirjallisuus

Design Thinking materials and theory books.

Lupton, E. Graphic design thinking : beyond brainstorming. 2011.Princeton Architectural Press ; Maryland Institute College of Art.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=3387597

Luchs, Michael G. ; Griffin, Abbie ; Swan, Scott. 2015. Design Thinking. Wiley-Blackwell.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=4041673

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This Is Service Design Doing. Sebastopol: O’Reilly
https://www.thisisservicedesigndoing.com/

Työelämäyhteistyö ja/tai TKI

You will work with a client to create new service ideas for them.
Design Thinking Project design challenge is stated in the beginning of the study unit.

Toteutuksen tärkeät päivämäärät

Active participation in lectures and workshops is required due to the service design methods and tools used.
Contact sessions: Accurate timetable will be in Canvas work space

Opiskelijan ajankäyttö ja kuormitus

5 ECTS = 135 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Sisältö ja sen jaksotus

CONCEPTS
------------------------
Design thinking
Design thinking process and tools
Mind Mapping
Brainstorming
Observation: mystery shopping
Interviews
Benchmark
SWOT
Customer Insight (Persona & Customer Journey)
Storytelling
Future forecast

ASSIGNMENTS
-----------------------
Customer project
Development of map and understanding / team work
Evaluated using scale (5-1)
Design Portfolio created during the process
The finished service design portfolio is given to the customer project provider

Lisätietoja opiskelijoille

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Arviointiasteikko

H-5

Arviointimenetelmät ja arvioinnin perusteet

The evaluation of competence is based on the descriptions of objectives in the curricula and the evaluation criteria provided in the study unit’s implementation plan” (Laurea degree regulations).

In this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

The study unit is carried out by implementing Learning by Developing. This means that both the study process and the end results influence the grade. Missing or late tasks returned will influence the grade.

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. [If Urkund is used when assignments are checked, the lecturer will inform the students of this.]

Hylätty (0)

aurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Arviointikriteerit, tyydyttävä (1-2)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules
Englanniksi
Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2(or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

Arviointikriteerit, hyvä (3-4)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 3-4 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 3-4 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 3-4 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

Arviointikriteerit, kiitettävä (5)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

Osaamistavoitteet

The student is able to
- carry out design projects implementing Design Thinking methodology
- offer different solutions to real problems of clients

Toteutustapa

During the study unit, students will work in teams with a client to develop services.
Students need to be prepared to work efficiently and actively during the studies.

Aika ja paikka

Students are required to work every week efficiently during the study unit.
Contact sessions:

Oppimateriaali ja suositeltava kirjallisuus

Design Thinking materials and theory books.

Lupton, E. Graphic design thinking : beyond brainstorming. 2011.Princeton Architectural Press ; Maryland Institute College of Art.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=3387597

Luchs, Michael G. ; Griffin, Abbie ; Swan, Scott. 2015. Design Thinking. Wiley-Blackwell.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=4041673

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This Is Service Design Doing. Sebastopol: O’Reilly
https://www.thisisservicedesigndoing.com/

Toteutuksen valinnaiset suoritustavat

According to the degree regulations “all students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit Link.

Työelämäyhteistyö ja/tai TKI

You will work with a client to create new service ideas for them.
Design Thinking Project with XX, design challenge is stated in the beginning of the study unit.

Toteutuksen tärkeät päivämäärät

Active participation in lectures and workshops is required due to the service desing methods and tools used.
Contact sessions:

Opiskelijan ajankäyttö ja kuormitus

5 ECTS = 135 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Sisältö ja sen jaksotus

CONCEPTS
------------------------
Design thinking
Design thinking process and tools
Mind Mapping
Brainstorming
Observation: mystery shopping
Interviews
Benchmark
SWOT
Customer Insight (Persona & Customer Journey)
Storytelling
Future forecast

ASSIGNMENTS
-----------------------
Customer project
Development of map and understanding / team work
Evaluated using scale (5-1)
Design Portfolio created during the process
The finished service design portfolio is given to the customer project provider

Lisätietoja opiskelijoille

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Arviointiasteikko

H-5

Arviointimenetelmät ja arvioinnin perusteet

The evaluation of competence is based on the descriptions of objectives in the curricula and the evaluation criteria provided in the study unit’s implementation plan” (Laurea degree regulations).

In this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

The study unit is carried out by implementing Learning by Developing. This means that both the study process and the end results influence the grade. Missing or late tasks returned will influence the grade.

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. [If Urkund is used when assignments are checked, the lecturer will inform the students of this.]

Hylätty (0)

Laurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Arviointikriteerit, tyydyttävä (1-2)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

Arviointikriteerit, hyvä (3-4)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 3-4 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 3-4 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 3-4 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

Arviointikriteerit, kiitettävä (5)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

Osaamistavoitteet

The student is able to
- carry out design projects implementing Design Thinking methodology
- offer different solutions to real problems of clients

Toteutustapa

During the study unit, students will work in teams with a client to develop services.
Students need to be prepared to work efficiently and actively during the studies.

Aika ja paikka

Students are required to work every week efficiently during the study unit.
Contact sessions:

Oppimateriaali ja suositeltava kirjallisuus

Design Thinking materials and theory books.

Lupton, E. Graphic design thinking : beyond brainstorming. 2011.Princeton Architectural Press ; Maryland Institute College of Art.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=3387597

Luchs, Michael G. ; Griffin, Abbie ; Swan, Scott. 2015. Design Thinking. Wiley-Blackwell.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=4041673

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This Is Service Design Doing. Sebastopol: O’Reilly
https://www.thisisservicedesigndoing.com/

Toteutuksen valinnaiset suoritustavat

According to the degree regulations “all students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit Link.

Työelämäyhteistyö ja/tai TKI

You will work with a client to create new service ideas for them.
Design Thinking Project with XX, design challenge is stated in the beginning of the study unit.

Toteutuksen tärkeät päivämäärät

Active participation in lectures and workshops is required due to the service desing methods and tools used.
Contact sessions:

Opiskelijan ajankäyttö ja kuormitus

5 ECTS = 135 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Sisältö ja sen jaksotus

CONCEPTS
------------------------
Design thinking
Design thinking process and tools
Mind Mapping
Brainstorming
Observation: mystery shopping
Interviews
Benchmark
SWOT
Customer Insight (Persona & Customer Journey)
Storytelling
Future forecast

ASSIGNMENTS
-----------------------
Customer project
Development of map and understanding / team work
Evaluated using scale (5-1)
Design Portfolio created during the process
The finished service design portfolio is given to the customer project provider

Lisätietoja opiskelijoille

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Arviointiasteikko

H-5

Arviointimenetelmät ja arvioinnin perusteet

The evaluation of competence is based on the descriptions of objectives in the curricula and the evaluation criteria provided in the study unit’s implementation plan” (Laurea degree regulations).

In this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

The study unit is carried out by implementing Learning by Developing. This means that both the study process and the end results influence the grade. Missing or late tasks returned will influence the grade.

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. [If Urkund is used when assignments are checked, the lecturer will inform the students of this.]

Hylätty (0)

Laurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Arviointikriteerit, tyydyttävä (1-2)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

Arviointikriteerit, hyvä (3-4)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 3-4 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 3-4 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 3-4 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

Arviointikriteerit, kiitettävä (5)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

Osaamistavoitteet

The student is able to
- carry out design projects implementing Design Thinking methodology
- offer different solutions to real problems of clients

Toteutustapa

During the study unit, students will work in teams with a client to develop services.
Students need to be prepared to work efficiently and actively during the studies.

Aika ja paikka

Students are required to work every week efficiently during the study unit.
Contact sessions:

Oppimateriaali ja suositeltava kirjallisuus

Design Thinking materials and theory books.

Lupton, E. Graphic design thinking : beyond brainstorming. 2011.Princeton Architectural Press ; Maryland Institute College of Art.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=3387597

Luchs, Michael G. ; Griffin, Abbie ; Swan, Scott. 2015. Design Thinking. Wiley-Blackwell.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=4041673

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This Is Service Design Doing. Sebastopol: O’Reilly
https://www.thisisservicedesigndoing.com/

Toteutuksen valinnaiset suoritustavat

According to the degree regulations “all students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit Link.

Työelämäyhteistyö ja/tai TKI

You will work with a client to create new service ideas for them.
Design Thinking Project with XX, design challenge is stated in the beginning of the study unit.

Toteutuksen tärkeät päivämäärät

Active participation in lectures and workshops is required due to the service desing methods and tools used.
Contact sessions:

Opiskelijan ajankäyttö ja kuormitus

5 ECTS = 135 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Sisältö ja sen jaksotus

CONCEPTS
------------------------
Design thinking
Design thinking process and tools
Mind Mapping
Brainstorming
Observation: mystery shopping
Interviews
Benchmark
SWOT
Customer Insight (Persona & Customer Journey)
Storytelling
Future forecast

ASSIGNMENTS
-----------------------
Customer project
Development of map and understanding / team work
Evaluated using scale (5-1)
Design Portfolio created during the process
The finished service design portfolio is given to the customer project provider

Lisätietoja opiskelijoille

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Arviointiasteikko

H-5

Arviointimenetelmät ja arvioinnin perusteet

The evaluation of competence is based on the descriptions of objectives in the curricula and the evaluation criteria provided in the study unit’s implementation plan” (Laurea degree regulations).

In this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

The study unit is carried out by implementing Learning by Developing. This means that both the study process and the end results influence the grade. Missing or late tasks returned will influence the grade.

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. [If Urkund is used when assignments are checked, the lecturer will inform the students of this.]

Hylätty (0)

Laurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Arviointikriteerit, tyydyttävä (1-2)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

Arviointikriteerit, hyvä (3-4)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 3-4 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 3-4 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 3-4 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

Arviointikriteerit, kiitettävä (5)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

Osaamistavoitteet

The student is able to
- develop and evaluate hospitality services
- solve problems in a professional way
- create own personal brand in the specialization area

Arviointiasteikko

H-5

Osaamistavoitteet

The student is able to
- carry out design projects implementing Design Thinking methodology
- offer different solutions to real problems of clients

Toteutustapa

During the study unit, students will work in teams with a client to develop services.
Students need to be prepared to work efficiently and actively during the studies.

Aika ja paikka

Students are required to work every week efficiently during the study unit.
Contact sessions:

Oppimateriaali ja suositeltava kirjallisuus

Design Thinking materials and theory books.

Lupton, E. Graphic design thinking : beyond brainstorming. 2011.Princeton Architectural Press ; Maryland Institute College of Art.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=3387597

Luchs, Michael G. ; Griffin, Abbie ; Swan, Scott. 2015. Design Thinking. Wiley-Blackwell.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=4041673

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This Is Service Design Doing. Sebastopol: O’Reilly
https://www.thisisservicedesigndoing.com/

Toteutuksen valinnaiset suoritustavat

According to the degree regulations “all students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit Link.

Työelämäyhteistyö ja/tai TKI

You will work with a client to create new service ideas for them.
Design Thinking Project with XX, design challenge is stated in the beginning of the study unit.

Toteutuksen tärkeät päivämäärät

Active participation in lectures and workshops is required due to the service desing methods and tools used.
Contact sessions:

Opiskelijan ajankäyttö ja kuormitus

5 ECTS = 135 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Sisältö ja sen jaksotus

CONCEPTS
------------------------
Design thinking
Design thinking process and tools
Mind Mapping
Brainstorming
Observation: mystery shopping
Interviews
Benchmark
SWOT
Customer Insight (Persona & Customer Journey)
Storytelling
Future forecast

ASSIGNMENTS
-----------------------
Customer project
Development of map and understanding / team work
Evaluated using scale (5-1)
Design Portfolio created during the process
The finished service design portfolio is given to the customer project provider

Lisätietoja opiskelijoille

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Arviointiasteikko

H-5

Arviointimenetelmät ja arvioinnin perusteet

The evaluation of competence is based on the descriptions of objectives in the curricula and the evaluation criteria provided in the study unit’s implementation plan” (Laurea degree regulations).

In this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

The study unit is carried out by implementing Learning by Developing. This means that both the study process and the end results influence the grade. Missing or late tasks returned will influence the grade.

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. [If Urkund is used when assignments are checked, the lecturer will inform the students of this.]

Hylätty (0)

Laurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Arviointikriteerit, tyydyttävä (1-2)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

Arviointikriteerit, hyvä (3-4)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 3-4 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 3-4 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 3-4 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

Arviointikriteerit, kiitettävä (5)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

Osaamistavoitteet

The student is able to
- carry out design projects implementing Design Thinking methodology
- offer different solutions to real problems of clients

Toteutustapa

During the study unit, students will work in teams with a client to develop services.
Students need to be prepared to work efficiently and actively during the studies.

Aika ja paikka

Students are required to work every week efficiently during the study unit.
Contact sessions:

Oppimateriaali ja suositeltava kirjallisuus

Design Thinking materials and theory books.

Lupton, E. Graphic design thinking : beyond brainstorming. 2011.Princeton Architectural Press ; Maryland Institute College of Art.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=3387597

Luchs, Michael G. ; Griffin, Abbie ; Swan, Scott. 2015. Design Thinking. Wiley-Blackwell.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=4041673

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This Is Service Design Doing. Sebastopol: O’Reilly
https://www.thisisservicedesigndoing.com/

Toteutuksen valinnaiset suoritustavat

According to the degree regulations “all students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit Link.

Työelämäyhteistyö ja/tai TKI

You will work with a client to create new service ideas for them.
Design Thinking Project with XX, design challenge is stated in the beginning of the study unit.

Toteutuksen tärkeät päivämäärät

Active participation in lectures and workshops is required due to the service desing methods and tools used.
Contact sessions:

Opiskelijan ajankäyttö ja kuormitus

5 ECTS = 135 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Sisältö ja sen jaksotus

CONCEPTS
------------------------
Design thinking
Design thinking process and tools
Mind Mapping
Brainstorming
Observation: mystery shopping
Interviews
Benchmark
SWOT
Customer Insight (Persona & Customer Journey)
Storytelling
Future forecast

ASSIGNMENTS
-----------------------
Customer project
Development of map and understanding / team work
Evaluated using scale (5-1)
Design Portfolio created during the process
The finished service design portfolio is given to the customer project provider

Lisätietoja opiskelijoille

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Arviointiasteikko

H-5

Arviointimenetelmät ja arvioinnin perusteet

The evaluation of competence is based on the descriptions of objectives in the curricula and the evaluation criteria provided in the study unit’s implementation plan” (Laurea degree regulations).

In this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

The study unit is carried out by implementing Learning by Developing. This means that both the study process and the end results influence the grade. Missing or late tasks returned will influence the grade.

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. [If Urkund is used when assignments are checked, the lecturer will inform the students of this.]

Hylätty (0)

Laurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Arviointikriteerit, tyydyttävä (1-2)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

Arviointikriteerit, hyvä (3-4)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 3-4 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 3-4 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 3-4 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

Arviointikriteerit, kiitettävä (5)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

Osaamistavoitteet

The student is able to:
- understand and resolve challenges in a LivingLab environment
- apply current issues and future trends when organizing and developing services
- identify changes in hospitality field using future thinking methods and tools

Arviointiasteikko

H-5

Osaamistavoitteet

The student is able to:
- understand and resolve challenges in a LivingLab environment
- apply current issues and future trends when organizing and developing services
- identify changes in hospitality field using future thinking methods and tools

Arviointiasteikko

H-5

Osaamistavoitteet

The student is able to
- define the services in the hospitality industry
- evaluate user-centered behaviour in different services in the hospitality field
- explore hospitality services in the international framework

Toteutustapa

Lectures, project for an organization, presentations in class. There are individual and team assignments.

Aika ja paikka

In Leppävaara according to schedule. It is compulsory to be present during the first meeting, team presentations, and possible guest lectures and visits. The study unit may involve visits to locations outside the campus.

Oppimateriaali ja suositeltava kirjallisuus

Material Available in Canvas.

Toteutuksen tärkeät päivämäärät

Detailed timetable available in Canvas.

Opiskelijan ajankäyttö ja kuormitus

10 ECTS = 270 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Sisältö ja sen jaksotus

Detailed timetable available in Canvas.

- Define Hospitality Industry
- Define the services in the hospitality industry
- Evaluate user-centered behavior
- Services in the hospitality field
- Hospitality services in the international framework

Arviointiasteikko

H-5

Arviointimenetelmät ja arvioinnin perusteet

Assessment the competence of bachelor students: requirement level I

Arviointikriteerit, tyydyttävä (1-2)

SATISFACTORY,
grade 1
Students are able to:
• Apply most important/individual and appropriate professional concepts, and indicate their familiarity with the knowledge base.
• Act safely, although activities are often schematic/ experimental/ fumbling/ self-involved.
• Comply with rules and instructions, and justify their activities using provided instructions.
• Act appropriately under guidance.
• Use acquired techniques and models.
• Take customers into account in their actions.
• Act as group members.
• Act in accordance with ethical principles.

Arviointikriteerit, hyvä (3-4)

GOOD
grade 3
Students are able to:
• Apply professional concepts systematically.
• Apply occupational safety instructions in their activities.
• Justify, compare and analyse their activities using general guidelines.
• Able to cope independently in different tasks in each operating environment.
• Apply acquired techniques and models diversely.
• Act professionally in customer situations.
• Work in a group in line with objectives.
• Justify their activities in accordance with ethical principles..

Arviointikriteerit, kiitettävä (5)

BACHELOR'S DEGREE INITIAL STAGE STUDENTS
EXCELLENT
grade 5
Students are able to:
• Apply professional concepts expertly.
• Comply with occupational safety instructions responsibly and independently.
• Justify activities using research knowledge.
• Work independently and take initiatives in line with objectives. Operations are often flexible, systematic, development-oriented, creative and active.
• Select the appropriate techniques and models for activities, and justify the choices.
• Act in customer-oriented ways and according to the situation.
• Promote group activities.
• Able to critically apply ethical principles in the subject field in one's conduct and tasks