Study Guide

Learning outcomes

The student is able to
- describe how value is created for the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design project using service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design

Teaching methods

This is an online implementation consisting of two separate parts. The first Theory section 1 is a prerequisite for the second Project section 2.

The Theory section 1 (online) runs through 1.5.-28.5.2024. Zoom Kick-Start of the theory part - coaches available for Q & A 2.5.2024 at 16:00 hrs-17.00 hrs. Theory needs to be completed before taking the Project section 2.

The Project section 2 is an online Design Sprint, which includes a service design project as a teamwork, based on a real-life design challenge. We will use Canvas, digital co-creation tool Miro and Zoom. The Project section 2 (online Design Sprint + Intensive team work) runs through 3.6.-20.6.2024. Design Sprint has three phases: Pre-Sprint, Sprint and After Sprint. Participating in all below listed sprint sessions is mandatory. In addition to the guided sessions, please prepare yourself also for intensive teamwork in-between the sessions.
Please note: THE PARTICIPATION IN ALL THE LISTED SESSIONS IS MANDATORY. YOU COMMIT YOURSELF TO FINISH A PROJECT FOR THE PROJECT PROVIDER VINCIT LTD BY REGISTERING TO THIS STUDY UNIT.

Pre-sprint:
Monday 3.6.2024 at 16.00 – 20.00 in Zoom. Agenda: Welcome & Vincit Ltd Project Kick-off, Orientation, Team building and choosing the sprint roles
Tuesday 4.6.2024 at 16.00 – 20.00 in Zoom. Agenda: Customer insight & instructions for the problem interviews, Personas and customer journeys, Interview planning (Teams’ interview plans to be returned by the end of the day in Canvas.
Wednesday 5.6. – Friday 7.6.5.2024 Vincit interviews: Execution, analysis and visualization of problem interviews. Please book the whole day (8:00 hrs-17:00 hrs for Vincit probleme interviews and analysis)

Sprint:
Mon 10.6.2024 at 16.00 – 20.00 in Zoom. Sprint Day 1: Map
Tue 11.6.2024 at 16.00 – 20.00 in Zoom. Sprint Day 2: Sketch
Wed 12.6.2024 at 16.00 – 20.00 in Zoom. Sprint Day 3: Decide & Vincit mid-week coaching
Thu 13.6.2024 at 16.00 – 20.00 in Zoom. Sprint Day 4: Prototype
Fri 14.6.2024 Sprint Day 5: Test (please book the whole day (8:00 hrs-17:00 hrs for Vincit test interviews and analysis)

After Sprint:
Monday 17.6.2024 at 16.00 – 20.00 in Zoom. Service Concept Pitching rehearsals
Tuesday 18.6.2024 Pitching to Vincit Ltd.
Finalization of Design Portfolio and return 20.6.2024.

(Note: times are tentative and subject to change)

Learning materials and recommended literature

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This is service design doing. Sebastopol: O’Reilly.

Ebook: https://laurea.finna.fi/Search/Results?lookfor=this+is+service+design+doing&type=AllFields

Knapp, J., Zeratsky, J. & Kowitz, B. 2016. Sprint (Links to an external site.): How to solve big problems and test new ideas in just five days. New York: Simon & Schuster.

Alternative completion methods of implementation

Theory section: no alternatives

Project section:
A prior knowledge and competence in an applied service design project can be manifested through alternative methods. For example, as a detailed 12-15 page project report, which includes the project partners' evaluations. For further consultation, please be in touch with your teacher tutor.

Co-operation with working life and/or RDI

Project section:
Service Design project for Vincit Ltd.
Student teams will develop a service concept for Vincit Ltd.

Important dates

This is an online implementation consisting of two separate parts. The first Theory section 1 is a prerequisite for the second Project section 2.

The Theory section 1 (online) runs through 1.5.-28.5.2024. Zoom Kick-Start of the theory part - coaches available for Q & A 2.5.2024 at 16:00 hrs-17.00 hrs. Theory needs to be completed before taking the Project section 2.

The Project section 2 is an online Design Sprint, which includes a service design project as a teamwork, based on a real-life design challenge. We will use Canvas, digital co-creation tool Miro and Zoom. The Project section 2 (online Design Sprint + Intensive teamwork) runs through 3.6.-20.6.2024. Design Sprint has three phases: Pre-Sprint, Sprint and After Sprint. Participating in all below listed sprint sessions is mandatory. In addition to the guided sessions, please prepare yourself also for intensive teamwork in-between the sessions.
Please note: THE PARTICIPATION IN ALL THE LISTED SESSIONS IS MANDATORY. YOU COMMIT YOURSELF TO FINISH A PROJECT FOR THE PROJECT PROVIDER VINCIT LTD BY REGISTERING TO THIS STUDY UNIT.

Pre-sprint:
Monday 3.6.2024 at 16.00 – 20.00 in Zoom. Agenda: Welcome & Vincit Ltd Project Kick-off, Orientation, Team building and choosing the sprint roles
Tuesday 4.6.2024 at 16.00 – 20.00 in Zoom. Agenda: Customer insight & instructions for the problem interviews, Personas and customer journeys, Interview planning (Teams’ interview plans to be returned by the end of the day in Canvas.
Wednesday 5.6. – Friday 7.6.2024 Vincit interviews: Execution, analysis and visualization of problem interviews. Please book the whole day (8:00 hrs-17:00 hrs for Vincit probleme interviews and analysis)


Sprint:
Mon 10.6.2024 at 16.00 – 20.00 in Zoom. Sprint Day 1: Map
Tue 11.6.2024 at 16.00 – 20.00 in Zoom. Sprint Day 2: Sketch
Wed 12.6.2024 at 16.00 – 20.00 in Zoom. Sprint Day 3: Decide & Vincit mid-week coaching
Thu 13.6.2024 at 16.00 – 20.00 in Zoom. Sprint Day 4: Prototype
Fri 14.6.2024 Sprint Day 5: Test (please book the whole day (8:00 hrs-17:00 hrs for Vincit test interviews and analysis)

After Sprint:
Monday 17.6.2024 at 16.00 – 20.00 in Zoom. Service Concept Pitching rehearsals
Tuesday 18.6.2024 Pitching to Vincit Ltd.
Finalization of Design Portfolio and return 20.6.2024.

(Note: times are tentative and subject to change)

Forms of internationality

Theory and Project section: execution in English.

Students workload

THEORY SECTION
The course is 3 ects which equals approximately 81h of studying.
Work is done individually.

PROJECT SECTION
The course is 7 ects, which equals approximately 189h of studying.
Most of the work will be done in teams.
Please note! If you register to this study unit, you have to be able to be present during all the sessions listed in the Important dates section, as well as prepare yourself for intensive teamwork in-between the sessions. You commit yourself to finish a project for the project provider Vincit Ltd.

Content and scheduling

This is an online implementation consisting of two separate parts. The first Theory section 1 is a prerequisite for the second Project section 2.

The Theory section 1 (online) runs through 1.5.-28.5.2024. Zoom Kick-Start of the theory part - coaches available for Q & A 2.5.2024 at 16:00 hrs-17.00 hrs. Theory needs to be completed before taking the Project section 2.

The Project section 2 is an online Design Sprint, which includes a service design project as a teamwork, based on a real-life design challenge. We will use Canvas, digital co-creation tool Miro and Zoom. The Project section 2 (online Design Sprint + Intensive teamwork) runs through 3.6.-20.6.2024. Design Sprint has three phases: Pre-Sprint, Sprint and After Sprint. Participating in all below listed sprint sessions is mandatory. In addition to the guided sessions, please prepare yourself also for intensive teamwork in-between the sessions.
Please note: THE PARTICIPATION IN ALL THE LISTED SESSIONS IS MANDATORY. YOU COMMIT YOURSELF TO FINISH A PROJECT FOR THE PROJECT PROVIDER VINCIT LTD BY REGISTERING TO THIS STUDY UNIT.

Pre-sprint:
Monday 3.6.2024 at 16.00 – 20.00 in Zoom. Agenda: Welcome & Vincit Ltd Project Kick-off, Orientation, Team building and choosing the sprint roles
Tuesday 4.6.2024 at 16.00 – 20.00 in Zoom. Agenda: Customer insight & instructions for the problem interviews, Personas and customer journeys, Interview planning (Teams’ interview plans to be returned by the end of the day in Canvas.
Wednesday 5.6. – Friday 7.6.2024 Vincit interviews: Execution, analysis and visualization of problem interviews. Please book the whole day (8:00 hrs-17:00 hrs for Vincit probleme interviews and analysis)


Sprint:
Mon 10.6.2024 at 16.00 – 20.00 in Zoom. Sprint Day 1: Map
Tue 11.6.2024 at 16.00 – 20.00 in Zoom. Sprint Day 2: Sketch
Wed 12.6.2024 at 16.00 – 20.00 in Zoom. Sprint Day 3: Decide & Vincit mid-week coaching
Thu 13.6.2024 at 16.00 – 20.00 in Zoom. Sprint Day 4: Prototype
Fri 14.6.2024 Sprint Day 5: Test (please book the whole day (8:00 hrs-17:00 hrs for Vincit test interviews and analysis)

After Sprint:
Monday 17.6.2024 at 16.00 – 20.00 in Zoom. Service Concept Pitching rehearsals
Tuesday 18.6.2024 Pitching to Vincit Ltd.
Finalization of Design Portfolio and return 20.6.2024.

(Note: times are tentative and subject to change)

Further information for students

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).

Grading scale

H-5

Evaluation methods and criteria

THEORY SECTION: 3 ects
Individual assignments, Quiz and other individual tasks on Canvas, scale 1-5

PROJECT SECTION: 7 ects
Team assignment: service concept and service design portfolio, scale 1-5
Self- and peer assessment, instructor assessment.

The evaluation is based on Laurea's evaluation criteria level 2.

Evaluation criteria, satisfactory (1-2)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
– report and communicate in a professional manner
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– act independently taking into account the operating environment
– take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– describe the significance of his/her actions for successful co-operation
– describe his/her competence in relation to the learning outcomes

Evaluation criteria, good (3-4)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– critically evaluate information and justify their actions with science-based knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– propose creative solutions at work
– promote professional co-operation and enhance customer and partner relationships
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– act in a manner that promotes the team’s entrepreneurial and responsible approach to work
-describe the development of his/her competence in relation to the learning outcomes

Evaluation criteria, excellent (5)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
– anticipate needs of customers and/or co-operation partners
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– evaluate and develop the team’s entrepreneurial and responsible approach to work
– evaluate the possibilities for utilising competence and plan his/her personal development and development of the team

Learning outcomes

The student is able to
- describe how value is created for the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design project using service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design

Teaching methods

The study unit is conducted online and does not require attendance on campus. The study unit consists of two parts: Theory part and Project part.

The Theory part runs through 13.2.2024 – 24.3.2024.
The Theory part (3ECTS) is completed independently following a schedule by a given deadline. Self-direction is required. You will study the theory in a Canvas learning environment which includes learning material and tests.

Please Note! Completing the Theory part and all the tests in it is a prerequisite for attending the second part, The Project part.

The Project part runs through 26.3.2024 – 15.5.2024
The Project part (7ECTS) is an online Design Sprint, which includes a service design project based on a real-life design challenge. Design Sprint is divided in Pre-Sprint, Sprint and After Sprint sections. We will use Canvas, digital co-creation tool Miro and Zoom. This includes scheduled guidance online: other than Q&A sessions are recorded and can be viewed on Canvas afterwards. The Design Sprint Project is done in teams and requires active participation and commitment to interactive studying. In addition to the guided sessions, please prepare yourself also for intensive teamwork in-between the sessions!

You will receive feedback for the project from the teacher during the project. Working life and peer feedback is utilized when presenting your teamwork results. For the project we will use Canvas learning environment, digital co-creation tool MIRO for collaborative online group work and Zoom for guidance sessions. In Miro you will have a set of templates that guide you through the project tasks.

Course sessions, (please note the mandatory sessions):
Theory part begins
13.2. at 16.30-19.30hrs Zoom: Service Design study unit Kick-off / Welcome to Service design study unit MANDATORY (by attending the first session you will confirm your participation on this study unit!)

Project part begins
Pre-Sprint
26.3. at 16.30-19.30hrs Zoom: Pre-Sprint Kick-Off, Project partner present, Customer insight & instructions for the problem interviews, personas and customer journeys, interview planning, MANDATORY (the project teams are confirmed at this session)

Sprint, guidance Q&A sessions
10.4. at 16.30-19.30hrs Zoom Design Sprint days info, Q&A, project partner present
11.4. at 16.30-17.30hrs Zoom Q&A session
17.4. at 16.30-17.30hrs Zoom Q&A session
18.4. at 16.30-17.30hrs Zoom Q&A session
24.4. at 16.30-17.30hrs Zoom Q&A session
25.4. at 16.30-17.30hrs Zoom Q&A session

After Sprint
6.5. at 16.30-19.30 Pitching Presentations
7.5. at 16.30-19.30 Pitching Presentations

Learning materials and recommended literature

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This is service design doing. Sebastopol: O’Reilly.
Ebook: https://laurea.finna.fi/Record/nelli01.4100000002045871?sid=2956837188

Knapp, J., Zeratsky, J. & Kowitz, B. 2016. Sprint: How to solve big problems and test new ideas in just five days. New York: Simon & Schuster.
Ebook: https://laurea.finna.fi/Record/3amk.87746?sid=2956838418

Alternative completion methods of implementation

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 studies or another person designated to the position. The assessment is carried out according to the same assessment criteria and, as a rule, same grading scale as that adopted for the corresponding study unit or module. The student is entitled to apply for accreditation of prior competence regardless of where, how and when the competence has been acquired. The student may also seek accreditation of competence to be acquired on the job as part of their degree (work-based learning). ... The student is responsible for demonstrating and verifying their competence and for providing sufficient information.

More info online https://laureauas.sharepoint.com/sites/studentFin_opintojensuunnittelu/SitePages/Osaamisen-tunnistaminen-ja-tunnustaminen.aspx

Co-operation with working life and/or RDI

In Project part will include a Service Design Project for a partner organization. Partner organization will be present at Project Kick-off, Sprint info and for Pitch Presentations.

Student in teams of 6 persons will develop a service concept following the design sprint process.

Important dates

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.”

Forms of internationality

The study unit is suitable for exchange students.

Students workload

THEORY PART
The theory part is 3 ECTS which equals approximately 81h of studying.
Work is done individually.

PROJECT PART
The project part is 7 ECTS which equals approximately 189 h of studying.
Most of the work will be done in teams.

Content and scheduling

THEORY PART 13.2.2024 – 24.3.2024.
The theory covers service design process (Double Diamond), service design principles, tools and methods. Theory part includes five tests which are done individually. All test can be taken at student's own pace and the tests need to be passed before the project part begins.

PROJECT PART 26.3.2024 – 15.5.2024
Students in teams will conduct a service design project using a Design Sprint process for partner organization. In project you will use the tools and methods presented in theory section: e.g. desk research, interview planning and interviews, personas and customer journeys, ideation, prototyping and validating your ideas. We will use Canvas and digital co-creation tool Miro for team collaboration and Zoom for guidance sessions.

Project includes:
Pre -Sprint 26.3.-9.4. (desk and field research)
Sprint 10.4.-25.4. (Design Sprint process)
After Sprint 26.4.- 15.5. (Pitch Presentations and finalizing service concept)

Further information for students

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

According to the degree regulations (section 18) "students must be present for the first contact teaching session, or they must notify the responsible teacher of their absence to confirm they intend to participate in studies, Alternatively, the teacher can specify a different manner for the student to confirm that they intend to participate in the studies. The completion of these measures can be required within a week of the studies having begun. The application of the aforementioned approach requires that the teacher notifies the students accepted to the study unit of the practice and that the practice is specifically mentioned in the study unit’s implementation plan.

If the student has a justified reason for not attending the first contact teaching session or for not notifying the teacher of their intention to be involved in studies in the manner required by the teacher, the student must contact the responsible teacher to agree on participation in the studies. Their registration for the study unit will be rejected, of the student does not notify the teacher of being absent from the first contact teaching session or the reason for their absence cannot be considered justified, Another student who is in line for the study unit can be selected in their place."

The quality of the study unit implementation has been assessed and the self-evaluation report is available in Canvas.

Grading scale

H-5

Evaluation methods and criteria

“The evaluation of competence is based on the descriptions of objectives in the curricula, and the level of competence is assessed according to the evaluation criteria listed in the implementation plan for the studies.” (Laurea degree regulations).

THEORY PART: 3ECTS
Fully automated including individual assignments, 5 Quizzes on Canvas, scale 1-5.

PROJECT PART: 7ECTS
Interactive online part, team assignments: Pitch presentation and Design Sprint Portfolio. Scale 1-5.
The Design Sprint process and the outcomes of the project (Pitch presentation and Design Sprint Portfolio) are evaluated by the lecturers. For the Pitch presentations teams will receive feedback from partner organization, peers and lecturers.
BuddyCheck will be used for teamwork feedback at the end of the course.

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

Professional knowledge basis, information searching and reporting

To achieve grade 5 student must be able to
- analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge

To achieve grade 3 student must be able to
- critically evaluate information and justify their actions with science-based knowledge

To achieve grade 1 (or pass) student must be able to
- use professional concepts in a consistent manner and demonstrate their familiarity with the knowledge basis
- report and communicate in a professional manner

Professional practice and workplace development

To achieve grade 5 student must be able to
- evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
- anticipate needs of customers and/or co-operation partners

To achieve grade 3 student must be able to
- propose creative solutions at work
- promote professional co-operation and enhance customer and partner relationships

To achieve grade 1 (or pass) student must be able to
- act independently taking into account the operating environment
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs

Teamwork, skills, leadership, and responsibility

To achieve grade 5 student must be able to
- evaluate and develop the team’s entrepreneurial and responsible approach to work
- evaluate the possibilities for utilising competence and plan their personal development and development of the team

To achieve grade 3 student must be able to
- act in a manner that promotes the team’s entrepreneurial and responsible approach to work
- describe the development of their competence in relation to the learning outcomes

To achieve grade 1 (or pass) student must be able to
- describe the significance of their actions for successful co-operation
- describe their competence in relation to the learning outcomes

“Students who has failed to demonstrate their competence in accordance with the approved level must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit." (Laurea degree regulations.)

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 Ouriginal is used when assignments are checked, the lecturer will inform the students of this.

Learning outcomes

The student is able to
- describe how value is created for the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design project using service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design

Teaching methods

This implementation consists of two separate parts. The first part (Theory section) is a prerequisite for the second part (Project section).

The Theory section (online) runs in Canvas/online through 12.2.-10.3 and needs to be completed before taking the Project section.This part is an online execution which includes learning of service design process (Double Diamond), methods and tools independently in Canvas working space.

The Project section session will be held on the campus starting with a kick-off on 19.3. and ending on 21.5.2024. Last campus session includes final presentations and self and peer evaluations.

During the project section teams will carry out a service design project based on a real-life design challenge. Between the meetings on campus the teams work in the virtual learning environment Canvas.

The project part sessions will be held on the Leppävaara campus and Zoom during the daytime - please check the schedule in Pakki. Taking part in the contact sessions on campus is crucial as we work in teams and use co-creation methods during the sessions. Between the contact sessions the teams will work according to their own agreement (online or off), following the service design process.

In case you are unable to take part in the contact sessions on campus, please choose another implementation for this study unit.

Learning materials and recommended literature

Stickdorn, M., Lawrence, A. and Hormess, M., Schneider, J. 2018.This is service design doing : applying service design thinking in the real world : a practitioner's handbook.Canada: O'Reilly.

Ebook:
https://laurea.finna.fi/Search/Results?lookfor=this+is+service+design+doing&type=AllFields

Alternative completion methods of implementation

According to 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.
Theory section: no alternatives

Project section:
A prior knowledge and competence in an applied service design project can be manifested through alternative methods. For example, as a detailed 12-15 page project report which includes the project partners' evaluations. For further consultation, please be in touch with the instructor.

Co-operation with working life and/or RDI

The project section will include a Service Design project for an insurance company.

Student teams (5-6 persons per team) will develop a service concept following the service design process.

Important dates

THEORY PART
Theory part is open between 12.2.-10.3.
Students study at the individual pace but taking quizzes weekly is recommended.

PROJECT PART
Project part starts on 19.3. and end on 21.5.
Service Design project will be conducted in 4 development phases, which are based on pre-defined schedule.

See schedule below in the section "sisältö ja jaksotus"

Forms of internationality

Theory and Project section: implementation in English.
The study unit is suitable for exchange students.

Students workload

THEORY SECTION
The course is 3 ects which equals to approximately 81 hours of studying.
Work is done individually.

PROJECT SECTION
The course is 7 ects which equals to approximately 189 hours of studying.
Most of the work will be done in teams.

Content and scheduling

THEORY SECTION 12.2.-10.3.
The theory section covers service design process (Double Diamond), methods and tools, and includes various tasks and tests to be taken individually. All tests can be taken at the student's own pace and need to be passed.

PROJECT SECTION 19.3.-21.5.
Conducting a service design project for an insurance company. This will be done in project teams.

Project part consist of the following sessions at Leppävaara campus.
Participation to the lessons is highly recommended due to team work. Mandatory participation is informed in Canvas.

19.3. @9-15 Kick-off, teaming & Discover phase, Leppävaara
26.3. @ 13-16 Zoom
9.4. @9-12 Leppävaara
16.4. @9-11 Leppävaara
22.4. @9-15 ideation workshop, Leppävaara
23.4. @9-15 concepting workshop, Leppävaara
6.5. @9-12 Leppävaara
16.5. @13-16 Leppävaara


Project includes online work in teams in the Double Diamond development phases:
*Discover (3 weeks)
*Define (1 week)
*Develop (2 weeks)
*Deliver (2 weeks)
-Final presentations
-Self- and peer evaluation in Canvas.

Further information for students

According to the degree regulations (section 18) “students must be present in the first contact session (3.3.) 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.”

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).

Grading scale

H-5

Evaluation methods and criteria

THEORY SECTION: 3 ects
Individual assignments, 5 Quizzes on Canvas, scale 1-5

PROJECT SECTION: 7 ects
Team assignment: service concept and service design portfolio, scale 1-5
Self- and peer assessment, instructor assessment.


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

Evaluation criteria, satisfactory (1-2)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
– report and communicate in a professional manner
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– act independently taking into account the operating environment
– take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– describe the significance of his/her actions for successful co-operation
– describe his/her competence in relation to the learning outcomes

Evaluation criteria, good (3-4)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– critically evaluate information and justify their actions with science-based knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– propose creative solutions at work
– promote professional co-operation and enhance customer and partner relationships
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– act in a manner that promotes the team’s entrepreneurial and responsible approach to work
-describe the development of his/her competence in relation to the learning outcomes

Evaluation criteria, excellent (5)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
– anticipate needs of customers and/or co-operation partners
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– evaluate and develop the team’s entrepreneurial and responsible approach to work
– evaluate the possibilities for utilising competence and plan his/her personal development and development of the team

Learning outcomes

The student is able to
- describe how value is created for the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design project using service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design

Teaching methods

The first part of the study unit (Theory) is completed independently, following a flexible schedule as long as it is completed by the given deadline. Self-direction is required. This part does not include meetings or working in pairs or groups. You will study in a Canvas learning environment which includes learning material and tests. You will not receive individual feedback for assignments: feedback is based on checking the accuracy of the answers.

The second part of the study unit (Project) is implemented on campus. A Canvas learning environment is used to support the implementation, but it is important to take part in the workshops on campus according to schedule. The second part is based on teamwork. You will receive regular feedback for assignments from the teacher, and working life or peer feedback may also be utilised.

Attendance in the workshops is required. No alternative solutions are offered and this implementation cannot be taken remotely. Please check the schedule carefully! If you are not able to attend the scheduled workshops on campus, please choose another implementation.

Location and time

[This field is not used at Laurea.]

Learning materials and recommended literature

Stickdorn, M., Lawrence, A. and Hormess, M., Schneider, J. 2018.This is service design doing : applying service design thinking in the real world : a practitioner's handbook.Canada: O'Reilly.

Ebook:
https://laurea.finna.fi/Search/Results?lookfor=this+is+service+design+doing&type=AllFields

A comprehensive material package is provided in Canvas.

Alternative completion methods of implementation

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 studies or another person designated to the position. The assessment is carried out according to the same assessment criteria and, as a rule, same grading scale as that adopted for the corresponding study unit or module. The student is entitled to apply for accreditation of prior competence regardless of where, how and when the competence has been acquired. The student may also seek accreditation of competence to be acquired on the job as part of their degree (work-based learning). ... The student is responsible for demonstrating and verifying their competence and for providing sufficient information.

Co-operation with working life and/or RDI

A service design project will be carried out in teams after the theory part is finished. One of Laurea's key partners will provide the design challenge and participate in the project via mentoring and feedback.

Important dates

The theory part must be completed by 5 March. Only those who have completed the theory will progress to the project part. In order to start the project, participants must attend the kick-off on 11 March on campus.

Forms of internationality

The study unit is suitable for exchange students.

Students workload

The study unit is 10 credits, equivalent to 270 hours.

Approximate distribution of workload:
Theory 5 x 16 h = 80 h
Project workshops attendance (including presentations to the client) 7 x 6 h + 3 h = 45 h
Teamwork outside workshops 10 x 15 h = 150 h

Content and scheduling

The theory part covers the service design process, as seen through the Double Diamond model.

In the project part, the same process will be implemented in practice.

Further information for students

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

According to the degree regulations (section 18) "students must be present for the first contact teaching session, or they must notify the responsible teacher of their absence to confirm they intend to participate in studies, Alternatively, the teacher can specify a different manner for the student to confirm that they intend to participate in the studies. The completion of these measures can be required within a week of the studies having begun. The application of the aforementioned approach requires that the teacher notifies the students accepted to the study unit of the practice and that the practice is specifically mentioned in the study unit’s implementation plan.

If the student has a justified reason for not attending the first contact teaching session or for not notifying the teacher of their intention to be involved in studies in the manner required by the teacher, the student must contact the responsible teacher to agree on participation in the studies. Their registration for the study unit will be rejected, of the student does not notify the teacher of being absent from the first contact teaching session or the reason for their absence cannot be considered justified, Another student who is in line for the study unit can be selected in their place."

Grading scale

H-5

Evaluation methods and criteria

“The evaluation of competence is based on the descriptions of objectives in the curricula, and the level of competence is assessed according to the evaluation criteria listed in the implementation plan for the studies.” (Laurea degree regulations).

The study unit is assessed in two parts. The first part (theory) is assessed individually via quizzes in Canvas. Each quizz can be taken twice, in the given time frame. A grade from 0 to 5 will be given for this part based on the quizz results.

The second part (project) is assessed via a service design portfolio documenting the project. The portfolio is assessed as a team assignment. A grade from 0 to 5 will be given to the team.

In addition, students will give peer feedback via Buddycheck, which can be taken into account in grading if necessary.

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

Professional knowledge basis, information searching and reporting

To achieve grade 5 student must be able to
- analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge

To achieve grade 3 student must be able to
- critically evaluate information and justify their actions with science-based knowledge

To achieve grade 1 (or pass) student must be able to
- use professional concepts in a consistent manner and demonstrate their familiarity with the knowledge basis
- report and communicate in a professional manner

Professional practice and workplace development

To achieve grade 5 student must be able to
- evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
- anticipate needs of customers and/or co-operation partners

To achieve grade 3 student must be able to
- propose creative solutions at work
- promote professional co-operation and enhance customer and partner relationships

To achieve grade 1 (or pass) student must be able to
- act independently taking into account the operating environment
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs

Teamwork, skills, leadership, and responsibility

To achieve grade 5 student must be able to
- evaluate and develop the team’s entrepreneurial and responsible approach to work
- evaluate the possibilities for utilising competence and plan their personal development and development of the team

To achieve grade 3 student must be able to
- act in a manner that promotes the team’s entrepreneurial and responsible approach to work
- describe the development of their competence in relation to the learning outcomes

To achieve grade 1 (or pass) student must be able to
- describe the significance of their actions for successful co-operation
- describe their competence in relation to the learning outcomes

[Leave the parts that apply] “Students who has failed to demonstrate their competence in accordance with the approved level must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. Laurea provides examination retake dates. Students must register for these examinations no later than 10 days before the retake date. A failed exam 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.)

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 Ouriginal is used when assignments are checked, the lecturer will inform the students of this.

Learning outcomes

The student is able to
- describe how value is created for the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design project using service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design

Teaching methods

This course includes theory and project work. The learning platform is Canvas.
This is an online implementation consisting of two separate parts. The first Theory section 1 is a prerequisite for the second Project section 2.


The Theory section 1 (online) needs to be completed before taking the Project section. It is possible to retry passing the theory during two days (26. andn 27.2.) after the theory has finished.
The Project section 2 starts in March with a joint kick-off and ends with final pitch presentations. The project work is done in Tikkurila campus in teamwork. The project is organised as an intensive development week (4.-8.3.), where you work with your team every day during the week onsite in Tikkurila campus. During the week you solve a business partner development challenge using service design tools and methods.

Learning materials and recommended literature

Stickdorn, M., Lawrence, A. and Hormess, M., Schneider, J. 2018.This is service design doing : applying service design thinking in the real world : a practitioner's handbook.Canada: O'Reilly.

Ebook:
https://laurea.finna.fi/Search/Results?lookfor=this+is+service+design+doing&type=AllFields

Alternative completion methods of implementation

According to 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.”

Theory section: no alternatives

Project section:
A prior knowledge and competence in an applied service design project can be manifested through alternative methods. For example, as a detailed 12-15 page project report which includes the project partners' evaluations. For further consultation, please be in touch with the instructor.

Co-operation with working life and/or RDI

Student teams (5-6 persons per team) will develop a service design portfolio for business partners.

Important dates

THEORY SECTION 16.1. - 25.2.2024
Needs to be completed before taking the Project section. Retrying possiblities 26. and 27.2.
The theory section covers service design process (Double Diamond), methods and tools, and includes various tasks and tests to be taken individually. All tests can be taken at the student's own pace by certain deadline and need to be passed.

PROJECT SECTION 4.-8.3.2024
Service Design project will be conducted during intensive development week in Tikkurila campus.

Forms of internationality

Theory and Project section: execution in English.
The study unit is suitable for exchange students

Students workload

Theory 3 ects (weigh 30%)
Project 7 ects (weigh 70%)

Content and scheduling

THEORY SECTION
The theory section covers service design process (Double Diamond), methods and tools, and includes various tasks and tests to be taken individually. All tests can be taken at the student's own pace and need to be passed.

PROJECT SECTION
Study unit consists of the project work with four different phases.

Further information for students

If you are unable to take part in campus based studies, this R0216-3146 course is not for you. The same study unit is ran as online studies in other campuses, so in this case, please look for those.

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.”

Grading scale

H-5

Evaluation methods and criteria

THEORY SECTION: 3ects
Individual assignments, Quiz and other individual tasks on Canvas, scale 1-5

PROJECT SECTION: 7ects
Team assignment: service concept and service design portfolio, scale 1-5
Self- and peer assessment, instructor assessment.

The evaluation is based on Laurea's evaluation criteria level 2.

Evaluation criteria, satisfactory (1-2)

– use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
– report and communicate in a professional manner
– act independently taking into account the operating environment
– take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
– describe the significance of his/her actions for successful co-operation
– describe his/her competence in relation to the learning outcomes

Evaluation criteria, good (3-4)

– critically evaluate information and justify their actions with science-based knowledge
- propose creative solutions at work
– promote professional co-operation and enhance customer and partner relationships
- act in a manner that promotes the team’s entrepreneurial and responsible approach to work
- describe the development of his/her competence in relation to the learning outcomes

Evaluation criteria, excellent (5)

– evaluate and develop the team’s entrepreneurial and responsible approach to work
– evaluate the possibilities for utilising competence and plan his/her personal development and development of the team
– evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
– anticipate needs of customers and/or co-operation partners
– analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge

Learning outcomes

The student is able to
- describe how value is created for the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design project using service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design

Teaching methods

The course requires much work and active intensive teamwork through the whole project part. Please make sure you have reserved full days for this course. During project phase we do not accept any absence. PRESENCE and active role in project work is MANDATORY. If you want to reserve a spot in project part you have to be present during project kick-off and take active role in every meeting. THIS IS A VERY INTENSIVE course and YOU NEED TO RESERVE OVER 200h FOR IT.

This is an online implementation consisting of two separate parts. The first Theory section 1 is a prerequisite for the second Project section 2.

The Theory section 1 (online) Theory needs to be completed before taking the Project section.

Theory Part 1 (online) runs through 16.1. - 20.2 and needs to be completed before participating in the Project Part 2. Theory part is done online individually and you can study the contents at your own pace. However, it is recommended to proceed according to the course schedule in order to make sure you will finalize this part of the study unit by 20.2

The Project section 2 (online)

YOU ARE REQUIRED TO BE FULLY COMMITTED AND TAKE ACTIVE ROLE IN TEAMWORK. ALL MEETING DAYS ARE MANDATORY AND YOU WILL WORK ON A PROJECT WITH YOUR TEAM VERY INTENSIVELY DURING

This part of the course includes a real life project. The project will be done in multidisciplinary teams. The Project Part 2 (online) starts in October and a joint kick-off is held online on 28.2. This part ends at the end of April with final pitch presentations. You and your team will work according to the given timeline and submit your team’s assignments by the given deadlines in each phase.

Location and time

The Theory section during 16.1 - 20.2 is an online course, which includes learning of service design process (Double Diamond), methods and tools in Canvas learning environment. You will study this part independently.

The Project section during 28.2.-30.4.2024 is an online course, which includes a service design project as team work, based on a real-life design challenge. We will work in the virtual learning environment Canvas. YOU ARE REQUIRED TO BE FULLY COMMITTED AND TAKE ACTIVE ROLE IN TEAMWORK. ALL MEETING DAYS ARE MANDATORY AND YOU WILL WORK ON A PROJECT WITH YOUR TEAM VERY INTENSIVELY.

The project kick-off will be held on 28.2. The participation is MANDATORY. VERY IMPORTANT NOTE: If you are absent from kick-off you will not be able to participate in the project part of this course.

MANDATORY class sessions according to the schedule (see Pakki)
Please note: You can miss only 1 time (except kick-off) to complete the project part!

Project part of the course is a very intensive time which requires an active attendance in group meetings and much work. Make sure you reserve enough time and you are able to devote your time fully.

Learning materials and recommended literature

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This is service design doing. Sebastopol: O’Reilly.

Ebook: https://laurea.finna.fi/Search/Results?lookfor=this+is+service+design+doing&type=AllFields

Alternative completion methods of implementation

Theory section: no alternatives

Project section:
A prior knowledge and competence in an applied service design project can be manifested through alternative methods. For example, as a detailed 12-15 page project report which includes the project partners' evaluations. For further consultation, please be in touch with the instructor.

Co-operation with working life and/or RDI

Project section:
Service Design project for company x to be confirmed.
Student teams (5-6 persons per team) will develop a service concept for company x.

Important dates

THEORY SECTION 1

Theory needs to be completed before taking the Project section.
The theory section covers service design process (Double Diamond), methods and tools, and includes various tasks and tests to be taken individually. All tests can be taken at the student's own pace and need to be passed. All assignments must be submitted and passed.

PROJECT SECTION 2

Service Design project will be conducted in 4 development phases, which are based on pre-defined schedule.

YOU ARE REQUIRED TO BE FULLY COMMITTED AND TAKE ACTIVE ROLE IN TEAMWORK. ALL CLASS MEETINGS ARE MANDATORY AND YOU WILL WORK ON A PROJECT WITH YOUR TEAM VERY INTENSIVELY.

Forms of internationality

Theory and Project section: execution in English.
The study unit is suitable for exchange students.

Students workload

THEORY SECTION 3 ECTS
The course is 3 ects which equals approximately 81 h of studying.
Work is done individually.

PROJECT SECTION 7 ECTS
The course is 7 ects which equals approximately 189 h of studying.
Most of the work will be done in teams.
The tasks are scheduled in phases throughout the course.

Content and scheduling

THEORY SECTION 1

Theory needs to be completed before taking the Project section.
The theory section covers service design process (Double Diamond), methods and tools, and includes various tasks and tests to be taken individually. All tests can be taken at the student's own pace and need to be passed. All assignments must be submitted and passed.

PROJECT SECTION 2

Service Design project will be conducted in 4 development phases, which are based on pre-defined schedule.



(Note: times are provisional and subject to change)

Further information for students

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).

Grading scale

H-5

Evaluation methods and criteria

THEORY SECTION: 3 ects
Individual assignments, Quiz and other individual tasks on Canvas, scale 1-5

PROJECT SECTION: 7 ects
Team assignment: service concept and service design portfolio, scale 1-5
Self- and peer assessment, instructor assessment.

The evaluation is based on Laurea's evaluation criteria level 2

Evaluation criteria, satisfactory (1-2)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
– report and communicate in a professional manner
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– act independently taking into account the operating environment
– take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– describe the significance of his/her actions for successful co-operation
– describe his/her competence in relation to the learning outcomes

Evaluation criteria, good (3-4)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– critically evaluate information and justify their actions with science-based knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– propose creative solutions at work
– promote professional co-operation and enhance customer and partner relationships
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– act in a manner that promotes the team’s entrepreneurial and responsible approach to work
-describe the development of his/her competence in relation to the learning outcomes

Evaluation criteria, excellent (5)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
– anticipate needs of customers and/or co-operation partners
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– evaluate and develop the team’s entrepreneurial and responsible approach to work
– evaluate the possibilities for utilising competence and plan his/her personal development and development of the team

Learning outcomes

The student is able to
- describe how value is created for the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design project using service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design

Teaching methods

The study unit is conducted online and does not require attendance on campus. The study unit consists of two parts: Theory part and Service Design Project part. The study unit requires active participation and commitment to studying.

THE COURSE UNIT AND THE THEORY PART (3 ECTS) BEGINS AND RUNS THROUGH 15.1.2024 – 11.2.2024.

The theory part is completed independently following a schedule by a given deadline. Self-direction is required. You will study the theory in a Canvas learning environment which includes learning material and tests.

Please Note! Completing the Theory part and all the tests in it is a prerequisite for attending the second part, The Service Design Project part.

THE SERVICE DESIGN PROJECT PART (7 ECTS) BEGINS AND RUNS THROUGH 13.2.2024 – 21.4.2024.

The Service Design Project part can be completed through work-based learning project or demonstration of competence. The work-based learning project is completed in cooperation with students own workplace organisation. The work-based learning project can also be done in pairs or groups.

The Service Design Project part has scheduled guidance sessions remotely on Zoom. The implementation of the work-based learning project is supported by the Canvas learning environment.

Learning materials and recommended literature

Stickdorn, M., Lawrence, A. and Hormess, M., Schneider, J. 2018.This is service design doing : applying service design thinking in the real world : a practitioner's handbook.Canada: O'Reilly
https://laurea.finna.fi/Record/nelli01.4100000002045871

Further references to be announced when the course starts.

Alternative completion methods of implementation

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 studies or another person designated to the position. The assessment is carried out according to the same assessment criteria and, as a rule, same grading scale as that adopted for the corresponding study unit or module. The student is entitled to apply for accreditation of prior competence regardless of where, how and when the competence has been acquired. The student may also seek accreditation of competence to be acquired on the job as part of their degree (work-based learning). The student is responsible for demonstrating and verifying their competence and for providing sufficient information.

Co-operation with working life and/or RDI

The work-based learning project is completed in students own workplace organisation. The work-based learning project can also be done in pairs or groups.

Important dates

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.”

Course structure and sessions, (please note the mandatory sessions):

THE COURSE UNIT AND THE THEORY PART (3 ECTS) BEGINS AND RUNS THROUGH 15.1.2024 – 11.2.2024.

15.1. at 14.00-15.30 hrs Zoom: Service Design study unit Kick-off / Welcome to Service design study unit and instructions for the study unit (both work-based learning and demonstration of competence) MANDATORY (by attending the first session you will confirm your participation on this study unit!)

15.1. Canvas opens and independent theory studying starts. The topic selection for work-based learning project starts. Forming possible study pairs or groups or work-based learning project starts.

THE SERVICE DESIGN PROJECT PART (7 ECTS) BEGINS AND RUNS THROUGH 13.2.2024 – 21.4.2024.
Please Note! The successful completion of the THEORY PART is a prerequisite for getting access to THE SERVICE DESIGN PROJECT PART

13.2. at 14.00-15.30 hrs Zoom: The Service Design Project part Kick-Off and instructions MANDATORY

20.2. at 23.59 latest Canvas: deadline for returning work-based learning plan

Guidance Sessions
27.2. at 14.00-15.30 hrs Zoom
12.3 at 14.00-15.30 hrs Zoom
26.3. at 14.00-15.30 hrs Zoom
9.4. at 14.00-15.30 hrs Zoom

21.4. at 23.59 latest Canvas: deadline for returning the work-based learning project documentation

Project Assessment Discussions
6.5. at 12.00-16.00
13.5. at 12.00-16.00
16.5. at 12.00-16.00
Please note! The discussion slot will be booked separately during the project part with the help of booking system for these days

Students workload

One credit equals approximately 26.7 hours of work performed by the student. The number of credits of the study unit is 10 credits

Content and scheduling

Having completed the study unit, the student is able to
- describe how value is created for the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design project using service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design

Further information for students

The study unit is arranged only for the group HLF223KAM

The language used in the guidance session can be either Finnish or English.

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

According to the degree regulations (section 18) "students must be present for the first contact teaching session, or they must notify the responsible teacher of their absence to confirm they intend to participate in studies, Alternatively, the teacher can specify a different manner for the student to confirm that they intend to participate in the studies. The completion of these measures can be required within a week of the studies having begun. The application of the aforementioned approach requires that the teacher notifies the students accepted to the study unit of the practice and that the practice is specifically mentioned in the study unit’s implementation plan.

If the student has a justified reason for not attending the first contact teaching session or for not notifying the teacher of their intention to be involved in studies in the manner required by the teacher, the student must contact the responsible teacher to agree on participation in the studies. Their registration for the study unit will be rejected, of the student does not notify the teacher of being absent from the first contact teaching session or the reason for their absence cannot be considered justified, Another student who is in line for the study unit can be selected in their place."

Grading scale

H-5

Evaluation methods and criteria

“The evaluation of competence is based on the descriptions of objectives in the curricula, and the level of competence is assessed according to the evaluation criteria listed in the implementation plan for the studies.” (Laurea degree regulations).

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

Professional knowledge basis, information searching and reporting

To achieve grade 5 student must be able to
- analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge

To achieve grade 3 student must be able to
- critically evaluate information and justify their actions with science-based knowledge

To achieve grade 1 (or pass) student must be able to
- use professional concepts in a consistent manner and demonstrate their familiarity with the knowledge basis
- report and communicate in a professional manner

Professional practice and workplace development

To achieve grade 5 student must be able to
- evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
- anticipate needs of customers and/or co-operation partners

To achieve grade 3 student must be able to
- propose creative solutions at work
- promote professional co-operation and enhance customer and partner relationships

To achieve grade 1 (or pass) student must be able to
- act independently taking into account the operating environment
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs

Teamwork, skills, leadership, and responsibility

To achieve grade 5 student must be able to
- evaluate and develop the team’s entrepreneurial and responsible approach to work
- evaluate the possibilities for utilising competence and plan their personal development and development of the team

To achieve grade 3 student must be able to
- act in a manner that promotes the team’s entrepreneurial and responsible approach to work
- describe the development of their competence in relation to the learning outcomes

To achieve grade 1 (or pass) student must be able to
- describe the significance of their actions for successful co-operation
- describe their competence in relation to the learning outcomes

“Students who has failed to demonstrate their competence in accordance with the approved level must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed exam 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.)

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 Ouriginal is used when assignments are checked, the lecturer will inform the students of this.

Learning outcomes

The student is able to
- describe how value is created for the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design project using service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design

Teaching methods

This implementation consists of two separate parts. The first part (Theory section) is a prerequisite for the second part (Project section).

The Theory section (online) runs in Canvas and needs to be completed before taking the Project section. Theory includes learning of service design process (Double Diamond), methods and tools independently in Canvas working space.

The Project section starts with a kick-off and please check the schedule in Pakki. Contact lessons are held on zoom. During the project section teams will carry out a service design project based on a real-life design challenge.

Taking part in the kick-off is crucial as we work in teams and use co-creation methods during the sessions. Between the contact sessions the teams will work according to their own agreement (online or off), following the service design process.

In case you are unable to take part in the contact sessions, please choose another implementation for this study unit.

Location and time

[This field is not used at Laurea.]

Learning materials and recommended literature

Stickdorn, M., Lawrence, A. and Hormess, M., Schneider, J. 2018.This is service design doing : applying service design thinking in the real world : a practitioner's handbook.Canada: O'Reilly.

Ebook:
https://laurea.finna.fi/Search/Results?lookfor=this+is+service+design+doing&type=AllFields

Alternative completion methods of implementation

According to 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 student intranet.

Theory section: no alternatives

Project section:
A prior knowledge and competence in an applied service design project can be manifested through alternative methods. For example, you can join demostration of competence process (please check instructions from student intranet) or as a detailed 12-15 page project report which includes the project partners' evaluations. For further consultation, please be in touch with the instructor.

Co-operation with working life and/or RDI

The project section will include a Service Design project for the Client.
Student teams (5-6 persons per team) will develop a service concept following the service design process.

Important dates

THEORY SECTION 8 Jan 2024 - 6 Feb 2024

Theory part runs in Canvas with Quizzes, need to be completed before taking the Project section.

The theory section covers the service design process (Double Diamond), methods and tools, and includes 5 tests (Quizzes) to be taken individually. All tests can be taken at the student's own pace during the given time frame and need to be passed.

PROJECT SECTION 13 Feb - 21 Apr 2024
Project will be conducted on zoom according to the pre-defined schedule. The project part requires active team work, including co-creation between the dates as well.

Project kick-off incl. introduction to Discover-phase on 13 Feb at 16 at Zoom.

Contact sessions on Zoom:
13.02.2024 16.00 - 18.30
27.02.2024 16.00 - 18.30
12.03.2024 16.00 - 18.15
02.04.2024 17.00 - 19.30
16.04.2024 17.00 - 19.30

Return dates of service design portfolios are in Canvas.

In case the project schedule does not fit your schedule, please choose another implementation for the study unit.

Forms of internationality

Theory and Project section: implementation in English.
The study unit is suitable for exchange students.

Students workload

THEORY SECTION
The course is 3 ects which equals to approximately 81 hours of studying.
Work is done individually.

PROJECT SECTION
The course is 7 ects which equals to approximately 189 hours of studying.
Most of the work will be done in teams.

Content and scheduling

THEORY SECTION
The theory section covers service design process (Double Diamond), methods and tools, and includes various tasks and tests to be taken individually. All tests can be taken at the student's own pace and need to be passed.

PROJECT SECTION
Conducting a service design in project teams.

Further information for students

According to the degree regulations (section 18) “students must be present in the first contact session (5 Sep) 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).

Grading scale

H-5

Evaluation methods and criteria

THEORY SECTION: 3 ects
Individual assignments, 5 Quizzes on Canvas, scale 1-5

PROJECT SECTION: 7 ects
Team assignment: service concept and service design portfolio, scale 1-5
Self- and peer assessment, instructor assessment.

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

Evaluation criteria, satisfactory (1-2)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
– report and communicate in a professional manner
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– act independently taking into account the operating environment
– take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– describe the significance of his/her actions for successful co-operation
– describe his/her competence in relation to the learning outcomes

Evaluation criteria, good (3-4)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– critically evaluate information and justify their actions with science-based knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– propose creative solutions at work
– promote professional co-operation and enhance customer and partner relationships
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– act in a manner that promotes the team’s entrepreneurial and responsible approach to work
-describe the development of his/her competence in relation to the learning outcomes

Evaluation criteria, excellent (5)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
– anticipate needs of customers and/or co-operation partners
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– evaluate and develop the team’s entrepreneurial and responsible approach to work
– evaluate the possibilities for utilising competence and plan his/her personal development and development of the team

Learning outcomes

The student is able to
- describe how value is created for the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design project using service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design

Teaching methods

This implementation consists of two separate parts. The first part (Theory section) is a prerequisite for the second part (Project section).

Theory part starts with an one-hour info session on Zoom on 17th January 2024 at 16.30-17.30 hrs .The Theory section (online) runs through (22nd January - 25th February 2024) and needs to be completed before taking the Project. Theory includes learning of service design process (Double Diamond), methods and tools independently in Canvas working space.

The Project starts with a kick-off on 13th March and ends on 12th May 2024. Please check the schedule in Pakki. Contact sessions are held on Zoom. During the project teams will carry out a service design project based on a real-life design challenge. Between the meetings the teams work in the virtual learning environment Canvas and do e.g. problem & test interviews face-to-face and by using Teams and other required tools.

Taking part in the contact sessions on Zoom is crucial as students work in teams and use co-creation methods during the sessions. Between the contact sessions the teams will work according to their own agreement (online or off), following the service design process.

In case you are unable to take part in the contact sessions on Zoom and do the needed interviews required by the project client, please choose another implementation for this study unit.

Location and time

[This field is not used at Laurea.]

Learning materials and recommended literature

Stickdorn, M., Lawrence, A. and Hormess, M., Schneider, J. 2018.This is service design doing : applying service design thinking in the real world : a practitioner's handbook.Canada: O'Reilly.

Ebook:
https://laurea.finna.fi/Search/Results?lookfor=this+is+service+design+doing&type=AllFields

Alternative completion methods of implementation

According to 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 student intranet.

Theory section: no alternatives

Project section:
A prior knowledge and competence in an applied service design project can be manifested through alternative methods. For example, you can join demostration of competence process (please check instructions from student intranet) or as a detailed 12-15 page project report which includes the project partners' evaluations. For further consultation, please be in touch with the instructor.

Co-operation with working life and/or RDI

The project section will include a Service Design project for Laurea Key Partnership team.

Project goal:
To find out what do the Business Management, ITC, Security students expect from company cooperation / key partnerships in their studies?
Overall: fresh service ideas how to improve the key partnership concept to match the needs of students, companies and Laurea

Student teams (4-6 persons per team) will develop a service concept following the service design process.

Laurea’s Key Partnership Director Ilkka Kurkela will be present on Zoom 13.3.2024 at 16.15-17.00 in the project kick-off. The first round of problem interviews will be conducted 22.3.-29.3.2024. Teams save Idea cards in Padlet Wall 18.4.2024 by 16:00 hrs. Laurea’s Key Partnership Director Ilkka Kurkela will choose one service idea of each team in Padlet and comment the ideas there by 19.4. 16:00 hrs. The test interviews will be conducted 22.4.-26.4.2024. Laurea’s Key Partnership Director Ilkka Kurkela will give feedback on Zoom to each teams orally 8.5.2024 at 16-17.30 when students pitch their service concept ideas.
PLEASE NOTE: You have to be able to conduct two rounds of interviews at Campus face-to-face and by utilizing Teams at the given dates as well as participate in pitch presentation. This is in additition to the given Zoom sessions which are all compulsory!!!

Important dates

THEORY SECTION
Theory part starts with an one-hour info session on Zoom on 17th January 2024 at 16:30 hrs -17:30 hrs.
22nd January - 25th February 2024 Theory part with Quizzes, need to be completed before taking the Project.

The theory section covers the service design process (Double Diamond), methods and tools, and includes 5 tests (Quizzes) to be taken individually. All tests can be taken at the student's own pace during the given time frame and need to be passed.

PROJECT SECTION
(13th March - 12th May 2024) will be conducted on Zoom. The project part requires active team work, including co-creation.

Teaming during 28.2.-10.3.2024.

Contact sessions on Zoom:
Project kick-off incl. introduction to Discover-phase on 13.3.2024 at 16-19 hrs
Introduction to Define-phase on 10.4.2024 at 16-19
Introduction to Develop-phase incl. Ideation workshop on 17.4. at 16.30-19.30
Introduction to Deliver-phase on 2.5. at 16-19
Pitching (final presentations) on 8.5. at 16-19
*Note! participation of all team members is required in all Zoom-sessions.

Return dates of service design portfolios & other tasks in Canvas:
Interview plans return by 20.3.2024 at 23:59 hrs
Phase 1 (Discover) portfolio return by 9.4.2024 at 16:00 hrs
Phase 2 (Define) portfolio return by 16.4. at 16:00 hrs
Phase 3 (Develop) portfolio return by 1.5. at 16:00 hrs
Idea Cards return by 19.4. at 16:00 hrs
Phase 4 (Deliver) portfolio return by 7.5. at 16:00 hrs
Final pitch presentations on 7.5. at 16:00 hrs
Self and peer evaluation and final portfolio return by 12.5.2024 at 16:00 hrs

In case the project schedule does not fit your schedule, please choose another implementation for the study unit.

Forms of internationality

Theory and Project section: implementation in English.
The study unit is suitable for exchange students.

Students workload

THEORY SECTION
The course is 3 ects which equals to approximately 81 hours of studying.
Work is done individually.

PROJECT SECTION
The course is 7 ects which equals to approximately 189 hours of studying.
Most of the work will be done in teams.

Content and scheduling

THEORY SECTION
The theory section covers service design process (Double Diamond), methods and tools, and includes various tasks and tests to be taken individually. All tests can be taken at the student's own pace and need to be passed.

PROJECT SECTION
Conducting a service design in project teams.

Further information for students

According to the degree regulations (section 18) “students must be present in the first contact session (5 Sep) 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).

Grading scale

H-5

Evaluation methods and criteria

THEORY SECTION: 3 ects
Individual assignments, 5 Quizzes on Canvas, scale 1-5

PROJECT SECTION: 7 ects
Team assignment: service concept and service design portfolio, scale 1-5
Self- and peer assessment, instructor assessment.

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

Evaluation criteria, satisfactory (1-2)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
– report and communicate in a professional manner
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– act independently taking into account the operating environment
– take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– describe the significance of his/her actions for successful co-operation
– describe his/her competence in relation to the learning outcomes

Evaluation criteria, good (3-4)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– critically evaluate information and justify their actions with science-based knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– propose creative solutions at work
– promote professional co-operation and enhance customer and partner relationships
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– act in a manner that promotes the team’s entrepreneurial and responsible approach to work
-describe the development of his/her competence in relation to the learning outcomes

Evaluation criteria, excellent (5)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
– anticipate needs of customers and/or co-operation partners
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– evaluate and develop the team’s entrepreneurial and responsible approach to work
– evaluate the possibilities for utilising competence and plan his/her personal development and development of the team

Learning outcomes

The student is able to
- describe how value is created for the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design project using service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design

Teaching methods

This implementation consists of two separate parts. The first part (Theory section) is a prerequisite for the second part (Project section).

The Theory section (online) runs through (1st January - 15th April) and needs to be completed before taking the Project. Theory includes learning of service design process (Double Diamond), methods and tools independently in Canvas working space.Theory part starts with a one-hour info session on Zoom on 19th December 2023 (date to be confirmed).

The Project starts with a kick-off on 8th February and ends on 11th April. Please check the schedule in Pakki. Contact sessions are held on zoom. During the project teams will carry out a service design project based on a real-life design challenge. Between the meetings on teams work in the virtual learning environment Canvas.

Taking part in the contact sessions in Zoom is crucial as we work in teams and use co-creation methods during the sessions. Between the contact sessions the teams will work according to their own agreement, following the service design process.

Location and time

[This field is not used at Laurea.]

Learning materials and recommended literature

Stickdorn, M., Lawrence, A. and Hormess, M., Schneider, J. 2018.This is service design doing : applying service design thinking in the real world : a practitioner's handbook.Canada: O'Reilly.

Ebook:
https://laurea.finna.fi/Search/Results?lookfor=this+is+service+design+doing&type=AllFields

Alternative completion methods of implementation

According to 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 student intranet.

Theory section: no alternatives

Project section:
A prior knowledge and competence in an applied service design project can be manifested through alternative methods. For example, you can join demostration of competence process (please check instructions from student intranet) or as a detailed 12-15 page project report which includes the project partners' evaluations. For further consultation, please be in touch with the instructor.

Co-operation with working life and/or RDI

Project section will include a Service Design project for CSC Tietotekniikan Keskus Oy.
Student teams (5-6 persons per team) will develop a service concept following the service design process.

Important dates

THEORY SECTION
19.12.2023 Theory part briefing & Q&A on Zoom. Date and timing to be confirmed.
19 Dec 2023 - 30 Jan 2024 Theory part with Quizzes, need to be completed before taking the Project.

The theory section covers the service design process (Double Diamond), methods and tools, and includes 5 tests (Quizzes) to be taken individually. All tests can be taken at the student's own pace during the given time frame and need to be passed.

PROJECT SECTION
(8 Feb - 11 Apr) will be conducted on zoom according to the pre-defined schedule. The project part requires active team work, including co-creation.

Teaming during 2-7.2.2024


Project kick-off incl. introduction to Discover-phase on 8th February at 16-19 on Zoom.

Contact sessions on Zoom:
Coaching session for teams 15.2.2024 at 16-19
Introduction to Define-phase on 29.2. at 16-19
Introduction to Develop-phase incl. Ideation workshop on 7.3. at 16-19
Introduction to Deliver-phase on 27.3. at 16-19
Pitching (final presentations) on 11.4. at 16-19
*Note! participation of all team members is required in all Zoom-sessions.

Return dates of service design portfolios in Canvas:

Phase 1 (Discover) portfolio return by 28.2.
Interview plans return by 15.2.
Phase 2 (Define) portfolio return by 6.3.
Phase 3 (Develop) portfolio return by 26.3.
Idea Cards return by 9.3.
Phase 4 (Deliver) portfolio return by 10.4.
Final pitch presentations on 11.4.
Self and peer evaluation and final portfolio return by 15.4.2024


In case the project schedule does not fit your schedule, please choose another implementation for the study unit.

Forms of internationality

Theory and Project section: implementation in English.
The study unit is suitable for exchange students.

Students workload

THEORY SECTION
The course is 3 ects which equals to approximately 81 hours of studying.
Work is done individually.

PROJECT SECTION
The course is 7 ects which equals to approximately 189 hours of studying.
Most of the work will be done in teams.

Content and scheduling

THEORY SECTION
The theory section covers service design process (Double Diamond), methods and tools, and includes various tasks and tests to be taken individually. All tests can be taken at the student's own pace and need to be passed.

PROJECT SECTION
Conducting a service design in project teams.

Further information for students

According to the degree regulations (section 18) “students must be present in the first contact session (5 Sep) 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).

Grading scale

H-5

Evaluation methods and criteria

THEORY SECTION: 3 ects
Individual assignments, 5 Quizzes on Canvas, scale 1-5

PROJECT SECTION: 7 ects
Team assignment: service concept and service design portfolio, scale 1-5
Self- and peer assessment, instructor assessment.

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

Evaluation criteria, satisfactory (1-2)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
– report and communicate in a professional manner
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– act independently taking into account the operating environment
– take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– describe the significance of his/her actions for successful co-operation
– describe his/her competence in relation to the learning outcomes

Evaluation criteria, good (3-4)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– critically evaluate information and justify their actions with science-based knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– propose creative solutions at work
– promote professional co-operation and enhance customer and partner relationships
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– act in a manner that promotes the team’s entrepreneurial and responsible approach to work
-describe the development of his/her competence in relation to the learning outcomes

Evaluation criteria, excellent (5)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
– anticipate needs of customers and/or co-operation partners
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– evaluate and develop the team’s entrepreneurial and responsible approach to work
– evaluate the possibilities for utilising competence and plan his/her personal development and development of the team

Learning outcomes

The student is able to
- describe how value is created for the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design project using service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design

Teaching methods

This implementation consists of two separate parts. The first part (Theory section) is a prerequisite for the second part (Project section).

The Theory section (online) runs through (18 Dec - 29 Jan) and needs to be completed before taking the Project section. Theory includes learning of service design process (Double Diamond), methods and tools independently in Canvas working space.

The Project section starts with a kick-off on 5 Feb and ends on 15 Apr please check the schedule in Pakki. Contact lessons are mainly held on zoom, except one session on 22nd March will be on campus.. During the project section teams will carry out a service design project based on a real-life design challenge. Between the meetings on campus the teams work in the virtual learning environment Canvas.

Taking part in the contact sessions on Zoom is crucial as we work in teams and use co-creation methods during the sessions. Between the contact sessions the teams will work according to their own agreement (online or off), following the service design process.

Location and time

[This field is not used at Laurea.]

Learning materials and recommended literature

Stickdorn, M., Lawrence, A. and Hormess, M., Schneider, J. 2018.This is service design doing : applying service design thinking in the real world : a practitioner's handbook.Canada: O'Reilly.

Ebook:
https://laurea.finna.fi/Search/Results?lookfor=this+is+service+design+doing&type=AllFields

Alternative completion methods of implementation

According to 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 student intranet.

Theory section: no alternatives

Project section:
A prior knowledge and competence in an applied service design project can be manifested through alternative methods. For example, you can join demostration of competence process (please check instructions from student intranet) or as a detailed 12-15 page project report which includes the project partners' evaluations. For further consultation, please be in touch with the instructor.

Co-operation with working life and/or RDI

Project section will include a Service Design project for City of Kerava & Uuden Rakentamisen Festivaali-event (URF) - New Building Festival
Student teams (5-6 persons per team) will develop a service concept following the service design process.

Important dates

THEORY SECTION
18 Dec Study unit briefing & Q&A on Zoom at 16-17
18 Dec - 29 Jan Theory part with Quizzes, need to be completed before taking the Project section.

The theory section covers the service design process (Double Diamond), methods and tools, and includes 5 tests (Quizzes) to be taken individually. All tests can be taken at the student's own pace during the given time frame and need to be passed.

PROJECT SECTION
(5 Feb - 15 Apr) will be conducted on zoom according to the pre-defined schedule. The project part requires active team work, including co-creation.

Teaming during 1 - 2 Feb 2024


Project kick-off incl. introduction to Discover-phase on 5 Feb at zoom.
05.02.2024 16.00 - 19.00 Zoom: Project kick off, Discover phase starts
12.02.2024 16.00 - 19.00 Zoom: Team coaching
23.02.2024 16.00 - 19.00 Zoom: Define phase starts
04.03.2024 16.00 - 19.00 Zoom: Develop phase starts, ideation workshop
22.03.2024 09.00 - 12.00 at the campus room 234: Deliver phase starts
08.04.2024 16.00 - 19.00 Zoom: Final presentations
*Note! participation of all team members is required in all lessons.

Return dates of service design portfolios in Canvas:

In case the project schedule does not fit your schedule, please choose another implementation for the study unit.

Forms of internationality

Theory and Project section: implementation in English.
The study unit is suitable for exchange students.

Students workload

THEORY SECTION
The course is 3 ects which equals to approximately 81 hours of studying.
Work is done individually.

PROJECT SECTION
The course is 7 ects which equals to approximately 189 hours of studying.
Most of the work will be done in teams.

Content and scheduling

THEORY SECTION
The theory section covers service design process (Double Diamond), methods and tools, and includes various tasks and tests to be taken individually. All tests can be taken at the student's own pace and need to be passed.

PROJECT SECTION
Conducting a service design in project teams.

Further information for students

According to the degree regulations (section 18) “students must be present in the first contact session (5 Sep) 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).

Grading scale

H-5

Evaluation methods and criteria

THEORY SECTION: 3 ects
Individual assignments, 5 Quizzes on Canvas, scale 1-5

PROJECT SECTION: 7 ects
Team assignment: service concept and service design portfolio, scale 1-5
Self- and peer assessment, instructor assessment.

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

Evaluation criteria, satisfactory (1-2)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
– report and communicate in a professional manner
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– act independently taking into account the operating environment
– take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– describe the significance of his/her actions for successful co-operation
– describe his/her competence in relation to the learning outcomes

Evaluation criteria, good (3-4)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– critically evaluate information and justify their actions with science-based knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– propose creative solutions at work
– promote professional co-operation and enhance customer and partner relationships
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– act in a manner that promotes the team’s entrepreneurial and responsible approach to work
-describe the development of his/her competence in relation to the learning outcomes

Evaluation criteria, excellent (5)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
– anticipate needs of customers and/or co-operation partners
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– evaluate and develop the team’s entrepreneurial and responsible approach to work
– evaluate the possibilities for utilising competence and plan his/her personal development and development of the team

Learning outcomes

The student is able to
- describe how value is created for the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design project using service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design

Teaching methods

This is an online implementation consisting of two separate parts. The first Theory section 1 is a prerequisite for the second Project section 2.

The Theory section 1 (online) runs through 4.9.-1.10.2023 and needs to be completed before taking the Project. Theory part retake is possible on 2-3.10.

The Project section 2 (online) starts by teaming between 4.-8.10. and continues with a joint kick-off on 9.10. Project final seminar is on 7.12.. with final pitch presentations. Self & peer evaluation and final portfolio need to be completed by 12.12.2023

Location and time

[This field is not used at Laurea.]

Learning materials and recommended literature

Stickdorn, M., Lawrence, A. and Hormess, M., Schneider, J. 2018.This is service design doing : applying service design thinking in the real world : a practitioner's handbook.Canada: O'Reilly.

Ebook:
https://laurea.finna.fi/Search/Results?lookfor=this+is+service+design+doing&type=AllFields

Alternative completion methods of implementation

According to 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.

Theory section: no alternatives

Project section:
A prior knowledge and competence in an applied service design project can be manifested through alternative methods. For example, as a detailed 12-15 page project report which includes the project partners' evaluations. For further consultation, please be in touch with the instructor.

Co-operation with working life and/or RDI

Project section:
Service Design project for company Retta.
Student teams (5-6 persons per team) will develop a service concept for the work-life partner Retta.

Important dates

THEORY SECTION 1
4.8.-1.10.2023 needs to be completed before taking the Project section.
The theory section covers service design process (Double Diamond), methods and tools, and includes various tasks and tests to be taken individually. Tests can be taken at the student's own pace during the given timeline. The minimum total points need to be scored to pass the course.

Student can re-take tests during 2-3.10.2023, if the minimum total points were not achieved by 1.10.2023.

PROJECT SECTION 2
Service Design project will be conducted in 4 development phases, which are based on pre-defined schedule.

Teaming during 4-8.10.2023

ZOOM-sessions: Note: participation of all team members is required in all Zoom-sessions.

Project kick-off incl. introduction to Discover-phase on 9.10.2023 at 13-16 on Zoom.
Introduction to Define-phase on 30.10. at 16-19 on Zoom
Introduction to Develop-phase incl. Ideation workshop on 7.11. at 16-19 on Zoom
Introduction to Deliver-phase on 28.11. at 16-19 on Zoom
Pitching (final presentations) on 7.12. at 16-19 on Zoom

Return dates of service design portfolios:

Phase 1 (Discover) portfolio return by 29.10.
Interview plans return by 13.10.
Coaching team-meetings on 16.10.
Phase 2 (Define) portfolio return by 6.11.
Phase 3 (Develop) portfolio return by 27.11.
Idea Cards return by 7.11.
Phase 4 (Deliver) portfolio return by 4.12.
Final pitch presentations on 7.12..
Self and peer evaluation and finalization of the portfolio by 12.12.2023

(Note: times are provisional and subject to change)

Forms of internationality

Theory and Project section: execution in English.
The study unit is suitable for exchange students.

Students workload

THEORY SECTION
The course is 3 ects which equals approximately 81h of studying.
Work is done individually.

PROJECT SECTION 5
The course is 7 ects which equals approximately 189h of studying.
Most of the work will be done in teams.
The tasks are scheduled in phases throughout the course.

Content and scheduling

THEORY SECTION
The theory section covers service design process (Double Diamond), methods and tools, and includes 5 tests to be taken individually. All tests can be taken at the student's own pace during the given timeline. Minimum total points need to be scored to pass the theory part.

PROJECT SECTION
Study unit consists of the following phases:
- Service Design project kick-off 9.10.2023
-Online work in teams in the following Double Diamond development phases:
*Discover 9-29.10. (3 weeks)
*Define 30.10.-6.11. (1 week)
*Develop 7.-27.11. (3 weeks)
*Deliver 28.11.-4.12. (1 week)
-Final presentations 7.12..2023

Further information for students

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.”

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).

Five spots reserved for open UAS students.

Grading scale

H-5

Evaluation methods and criteria

THEORY SECTION: 3 ects
Individual assignments, Quiz and other individual tasks on Canvas, scale 1-5

PROJECT SECTION:7 ects
Team assignment: service concept and service design portfolio, scale 1-5
Self- and peer assessment, instructor assessment.


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

Evaluation criteria, satisfactory (1-2)

PROJECT EVALUATION CRITERIA

Professional and problem solving skills:
The team/student bases actions on information provided.

Service Design Process and Tool Skills:
The team/student recognizes some Service Design tools and knows they have a role in service concept development. Knows what customer insight and empathy mean in the service design context.


Entrepreneurial and Teamwork Skills:
The student participates in the teamwork.

Quality of the Final Portfolio:
All the steps of the process are documented in the portfolio. Some visualizations are used.

Client Feedback:
The concept is related to the needs of customers/users.
The concept is related to the client’s brief.
Required presentations to the client are delivered.

Evaluation criteria, good (3-4)

PROJECT EVALUATION CRITERIA

Professional and problem solving skills:
The team/student validates and analyzes information, and bases actions on theoretical knowledge.

Service Design Process and Tool Skills:
The team / student Is able to apply the Service Design process in service concept development and to include customer insight and empathy in a service design process.

Entrepreneurial and Teamwork Skills:
The student takes responsibility for the team’s progress and is instrumental in reaching the team’s goals. Participates in making the team learn and improve.

Quality of the Final Portfolio:
The process can be followed easily from the portfolio. Visualisations are used and they are easy to understand. Feedback has been used to improve the portfolio during the process.

Client Feedback:
The concept takes into account the needs of customers/users. The concept provides value to the client. The concept is potentially feasible. All presentations to the client are prepared and delivered.

Evaluation criteria, excellent (5)

PROJECT EVALUATION CRITERIA

Professional and problem solving skills:
The team/student searches information proactively and uses critical thinking in evaluating information, combines theoretical with experimental knowledge, and bases conclusions on analysis.

Service Design Process and Tool Skills:
The team/student is able to apply the Service Design process in service concept development in a flexible way. Makes decisions and choices based on customer insight and empathy, and is able to obtain added value from service design tools and methods in service concept development


Entrepreneurial and Teamwork Skills:
The student takes responsibility for the team’s progress and anticipates what needs to be accomplished in order for the team’s goals to be reached. Actively contributes in making the team learn and improve.


Quality of the Final Portfolio:
The portfolio makes the process easy to understand and to follow, and provides justification for all decisions.Visualisations bring added value to the portfolio.
Feedback has been used to improve the portfolio during the process.

Client Feedback:
The concept matches the needs of customers/users. The concept provides value to the client. The concept is feasible. All presentations to the client are well prepared and delivered.

Learning outcomes

The student is able to
- describe how value is created for the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design project using service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design

Teaching methods

This implementation consists of two separate parts. The first part (Theory section) is a prerequisite for the second part (Project section).

The Theory section must be completed during the period 28.8.-1.10. and needs to be completed before taking the Project section. It is completed independently in Canvas.

The Project section starts with a kick-off on 6.10. and ends on 1.12. with final presentations. These meetings are on campus. In between are three shorter meetings in Zoom (see detailed schedule in Pakki and/or Canvas).

Self and peer assessments will be completed after the last meeting.

Learning materials and recommended literature

Stickdorn, M., Lawrence, A. and Hormess, M., Schneider, J. 2018.This is service design doing : applying service design thinking in the real world : a practitioner's handbook.Canada: O'Reilly.

Ebook:
https://laurea.finna.fi/Search/Results?lookfor=this+is+service+design+doing&type=AllFields

Alternative completion methods of implementation

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 studies or another person designated to the position. The assessment is carried out according to the same assessment criteria and, as a rule, same grading scale as that adopted for the corresponding study unit or module. The student is entitled to apply for accreditation of prior competence regardless of where, how and when the competence has been acquired. The student may also seek accreditation of competence to be acquired on the job as part of their degree (work-based learning). ... The student is responsible for demonstrating and verifying their competence and for providing sufficient information.

Co-operation with working life and/or RDI

The project section consists of a Service Design project for a project partner (Safetum).
Student teams (5-6 persons per team) develop a service concept following the service design process.

Important dates

THEORY SECTION (28.8. - 1.10.):
needs to be completed before taking the the Project section.
The theory section covers the service design process (Double Diamond), methods and tools, and includes 5 tests (Quizzes) to be taken individually. All tests can be taken at the student's own pace during the given time frame. In order to pass the theory section, a minimum total point score has to be achieved before the project section starts (see details in Canvas). Only students who have passed the theory part will be admitted to the project part.

PROJECT SECTION (6.10. - 1.12.):
will be conducted online according to a pre-defined schedule (see details in Canvas). The project part requires active teamwork, including co-creation. Participation to the project kick off (6.10.) is essential.

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.”

Forms of internationality

The study unit is implemented in English.
The study unit is suitable for exchange students.

Students workload

THEORY SECTION
This part is 3 ects which equals to approximately 81 hours of studying.
Work is done individually.

PROJECT SECTION
This part is 7 ects which equals to approximately 189 hours of studying.
Most of the work is done in teams.

Content and scheduling

Both the theory and project parts follow the Double Diamond service design process model: Discover, Define, Develop, Deliver. Each phase will be introduced and teams will apply them to practice during the project.

Further information for students

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

According to the degree regulations (section 18) "students must be present for the first contact teaching session, or they must notify the responsible teacher of their absence to confirm they intend to participate in studies, Alternatively, the teacher can specify a different manner for the student to confirm that they intend to participate in the studies. The completion of these measures can be required within a week of the studies having begun. The application of the aforementioned approach requires that the teacher notifies the students accepted to the study unit of the practice and that the practice is specifically mentioned in the study unit’s implementation plan.

If the student has a justified reason for not attending the first contact teaching session or for not notifying the teacher of their intention to be involved in studies in the manner required by the teacher, the student must contact the responsible teacher to agree on participation in the studies. Their registration for the study unit will be rejected, of the student does not notify the teacher of being absent from the first contact teaching session or the reason for their absence cannot be considered justified, Another student who is in line for the study unit can be selected in their place."

Grading scale

H-5

Evaluation methods and criteria

“The evaluation of competence is based on the descriptions of objectives in the curricula, and the level of competence is assessed according to the evaluation criteria listed in the implementation plan for the studies.” (Laurea degree regulations).

THEORY SECTION: 3 ects
Individual assignments, 5 Quizzes in Canvas, scale 1-5

PROJECT SECTION: 7 ects
Team assignment: service concept and service design portfolio, scale 1-5
Self- and peer assessment, instructor assessment.

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

Professional knowledge basis, information searching and reporting

To achieve grade 5 student must be able to
- analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge

To achieve grade 3 student must be able to
- critically evaluate information and justify their actions with science-based knowledge

To achieve grade 1 (or pass) student must be able to
- use professional concepts in a consistent manner and demonstrate their familiarity with the knowledge basis
- report and communicate in a professional manner

Professional practice and workplace development

To achieve grade 5 student must be able to
- evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
- anticipate needs of customers and/or co-operation partners

To achieve grade 3 student must be able to
- propose creative solutions at work
- promote professional co-operation and enhance customer and partner relationships

To achieve grade 1 (or pass) student must be able to
- act independently taking into account the operating environment
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs

Teamwork, skills, leadership, and responsibility

To achieve grade 5 student must be able to
- evaluate and develop the team’s entrepreneurial and responsible approach to work
- evaluate the possibilities for utilising competence and plan their personal development and development of the team

To achieve grade 3 student must be able to
- act in a manner that promotes the team’s entrepreneurial and responsible approach to work
- describe the development of their competence in relation to the learning outcomes

To achieve grade 1 (or pass) student must be able to
- describe the significance of their actions for successful co-operation
- describe their competence in relation to the learning outcomes


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.

Learning outcomes

The student is able to
- describe how value is created for the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design project using service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design

Teaching methods

MAIN THEMES AND CONTENTS OF THE COURSE

• Principles of service design process and tools in theory and practice
• Developing the service design concept based on a real business assignment by external partner organization

STRUCTURE AND IMPLEMENTATION OF THE COURSE (PART 1 AND PART 2)

Please note! The instructors of the course will send you a welcome letter (eMail) and more detailed instructions regarding studying before the course starts.

The language of the course is English.

PART 1. SERVICE DESIGN THEORY -COURSE IN CANVAS (3 ECTS) – INDIVIDUAL STUDY between 2nd January 2023 and 5th February 2023

IMPORTANT NOTE! SUCCESSFUL COMPLETION OF PART 1. THEORY-COURSE BY 5TH FEBRUARY 2023 IS A PRE-REQUISITE FOR PARTICIPATION TO THE PART 2. PROJECT! THE STUDENT WILL NOT BE ACCEPTED TO THE PART 2 PROJECT, IF THEORY-COURSE HAS NOT BEEN SUCCESSFULLY COMPLETED!


PART 2 SERVICE DESIGN PROJECT (7 ECTS) - IN LEARNING TEAMS between 6th February 2023 and Sun 16th April 2023.

Project will be carried out in learning teams including kick off, five project guidance sessions, project presentation day and returning the final portfolio and learning document.
The learning teams will work both in the project guidance sessions and between the guidance sessions according to the schedules agreed by the learning teams themselves.
We will utilize the Miro online-platform during the whole Part 2 Design project work.

Learning teams will be established at the beginning of Part 2.

Student teams (4-5 persons per team) will develop a service concept for an organization provided by the instructors.

Learning materials and recommended literature

Stickdorn, M., Lawrence, A. and Hormess, M., Schneider, J. 2018.This is service design doing : applying service design thinking in the real world : a practitioner's handbook.Canada: O'Reilly
https://laurea.finna.fi/Record/nelli01.4100000002045871

Further references to be announced when the course starts.

Alternative completion methods of implementation

According to 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 the student intranet.

Co-operation with working life and/or RDI

Student teams (4-5 persons per team) will develop a service concept for an organization provided by the instructors.

Important dates

21.8.2023: PART 1 Service Design Canvas and Theory Course (3 ECTS) open for individual studying (Location: Canvas)

25.8.2023: Kick-off and Orientation to the Course R0216-3119 Service Design at 11.00-12.00 (Location: Zoom) (OBLIGATORY)

24.9.2023: Deadline for successful completion of Part 1 Theory Course (3ECTS)

29.9.2023: PART 2 Project Kick-off: Teaming & Project Brief & Intro to case in at 9.00-15.00 (Location: Lohja Campus) (OBLIGATORY)

29.9.-3.12.2023: PART 2 Project work during scheduled guidance sessions 6.10., 27.10., 3.11., 10.11, 17.11. and 3.12. between the sessions, NOTE! After 3.12. session, project teams will continue teamwork by finishing Service Design Portfolio and Learning Report by 8.12. (Location: Zoom) (OBLIGATORY)

8.12.2023: Deadline for Portfolio and Learning Report Return and Self & Peer assessment. The end of the course. (Location: Canvas)

Forms of internationality

The study unit is suitable for exchange students.

Students workload

One credit equals approximately 27 hours of work performed by the student.

Content and scheduling

You will learn what service design is in theory and you are able to use the service design tools and methods in practise with the project organization. You will use tools and methods such as: desk research, contextual interviews, persona, customer journey, ideation tools, voting and deciding, concept creation and business model canvas.

Further information for students

According to the degree regulations (section 18) “students must be present in the first contact session (10.1.2023 at 900-1000 Zoom: Kick-off and Orientation to the Course R0216-3119 Service Design) 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.”

IMPORTANT NOTE! SUCCESSFUL COMPLETION OF PART 1. THEORY-COURSE BY 5TH FEBRUARY 2023 IS A PRE-REQUISITE FOR PARTICIPATION TO THE PART 2. PROJECT! THE STUDENT WILL NOT BE ACCEPTED TO THE PART 2 PROJECT, IF THEORY-COURSE HAS NOT BEEN SUCCESSFULLY COMPLETED!

NOTE: Participation in all contact sessions is mandatory. If you cannot join, send a message to the facilitators at least 1 day in advance. It is also very important, that you agree on your possible absence with your project team in advance and your plan how you will compensate for your absence to your project team. Each team must have minimum 2-3 participants in each session.

Grading scale

H-5

Evaluation methods and criteria

Individual assignments: 30%, scale 1-5
Team assignment 70% scale 1-5

Obligatory Self- and peer assessment (using the Buddycheck tool) are part of the evaluation.

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

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING

To achieve grade 5 student must be able to
- analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge

To achieve grade 3 student must be able to
- critically evaluate information and justify their actions with science-based knowledge

To achieve grade 1 (or pass) student must be able to
- use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT

To achieve grade 5 student must be able to
- evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
- anticipate needs of customers and/or co-operation partners

To achieve grade 3 student must be able to
- propose creative solutions at work
- promote professional co-operation and enhance customer and partner relationships

To achieve grade 1 (or pass) student must be able to
- act independently taking into account the operating environment
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY

To achieve grade 5 student must be able to
- evaluate and develop the team’s entrepreneurial and responsible approach to work
- evaluate the possibilities for utilising competence and plan his/her personal development and development of the team

To achieve grade 3 student must be able to
- act in a manner that promotes the team’s entrepreneurial and responsible approach to work
- describe the development of his/her competence in relation to the learning outcomes

To achieve grade 1 (or pass) student must be able to
- describe the significance of his/her actions for successful co-operation
- describe his/her competence in relation to the learning outcomes

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. (Laurea degree regulations.)

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.

Learning outcomes

The student is able to
- describe how value is created for the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design project using service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design

Teaching methods

The course requires much work and active intensive teamwork through the whole project part. Please make sure you have reserved full days for this course. During project phase we do not accept any absence. PRESENCE and active role in project work is MANDATORY. If you want to reserve a spot in project part you have to be present during project kick-off and take active role in every meeting. THIS IS A VERY INTENSIVE course and YOU NEED TO RESERVE OVER 200h FOR IT.

This is an online implementation consisting of two separate parts. The first Theory section 1 is a prerequisite for the second Project section 2.

The Theory section 1 (online) Theory needs to be completed before taking the Project section.

Theory Part 1 (online) runs through 21.8 - 26.9 and needs to be completed before participating in the Project Part 2. Theory part is done online individually and you can study the contents at your own pace. However, it is recommended to proceed according to the course schedule in order to make sure you will finalize this part of the study unit by 26.9

The Project section 2 (online)

YOU ARE REQUIRED TO BE FULLY COMMITTED AND TAKE ACTIVE ROLE IN TEAMWORK. ALL MEETING DAYS ARE MANDATORY AND YOU WILL WORK ON A PROJECT WITH YOUR TEAM VERY INTENSIVELY DURING

This part of the course includes a real life project. The project will be done in multidisciplinary teams. The Project Part 2 (online) starts in October and a joint kick-off is held online on 3.10. This part ends at the end of November with final pitch presentations. You and your team will work according to the given timeline and submit your team’s assignments by the given deadlines in each phase.

Location and time

The Theory section during 21.8 - 26.9 is an online course, which includes learning of service design process (Double Diamond), methods and tools in Canvas learning environment. You will study this part independently.

The Project section during 3.10.-28.11.2023 is an online course, which includes a service design project as team work, based on a real-life design challenge. We will work in the virtual learning environment Canvas. YOU ARE REQUIRED TO BE FULLY COMMITTED AND TAKE ACTIVE ROLE IN TEAMWORK. ALL MEETING DAYS ARE MANDATORY AND YOU WILL WORK ON A PROJECT WITH YOUR TEAM VERY INTENSIVELY.

The project kick-off will be held on 3.10. The participation is MANDATORY. VERY IMPORTANT NOTE: If you are absent from kick-off you will not be able to participate in the project part of this course.

MANDATORY class sessions on Tuesdays according to the schedule (see Pakki)
Please note: You can miss only 1 time (except kick-off) to complete the project part!

Project part of the course is a very intensive time which requires an active attendance in group meetings and much work. Make sure you reserve enough time and you are able to devote your time fully.

Learning materials and recommended literature

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This is service design doing. Sebastopol: O’Reilly.

Ebook: https://laurea.finna.fi/Search/Results?lookfor=this+is+service+design+doing&type=AllFields

Alternative completion methods of implementation

Theory section: no alternatives

Project section:
A prior knowledge and competence in an applied service design project can be manifested through alternative methods. For example, as a detailed 12-15 page project report which includes the project partners' evaluations. For further consultation, please be in touch with the instructor.

Co-operation with working life and/or RDI

Project section:
Service Design project for company x to be confirmed.
Student teams (5-6 persons per team) will develop a service concept for company x.

Important dates

THEORY SECTION 1

Theory needs to be completed before taking the Project section.
The theory section covers service design process (Double Diamond), methods and tools, and includes various tasks and tests to be taken individually. All tests can be taken at the student's own pace and need to be passed. All assignments must be submitted and passed.

PROJECT SECTION 2

Service Design project will be conducted in 4 development phases, which are based on pre-defined schedule.

YOU ARE REQUIRED TO BE FULLY COMMITTED AND TAKE ACTIVE ROLE IN TEAMWORK. ALL CLASS MEETINGS ARE MANDATORY AND YOU WILL WORK ON A PROJECT WITH YOUR TEAM VERY INTENSIVELY.

Forms of internationality

Theory and Project section: execution in English.
The study unit is suitable for exchange students.

Students workload

THEORY SECTION 3 ECTS
The course is 3 ects which equals approximately 81 h of studying.
Work is done individually.

PROJECT SECTION 7 ECTS
The course is 7 ects which equals approximately 189 h of studying.
Most of the work will be done in teams.
The tasks are scheduled in phases throughout the course.

Content and scheduling

THEORY SECTION 1

Theory needs to be completed before taking the Project section.
The theory section covers service design process (Double Diamond), methods and tools, and includes various tasks and tests to be taken individually. All tests can be taken at the student's own pace and need to be passed. All assignments must be submitted and passed.

PROJECT SECTION 2

Service Design project will be conducted in 4 development phases, which are based on pre-defined schedule.



(Note: times are provisional and subject to change)

Further information for students

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).

Grading scale

H-5

Evaluation methods and criteria

THEORY SECTION: 3 ects
Individual assignments, Quiz and other individual tasks on Canvas, scale 1-5

PROJECT SECTION: 7 ects
Team assignment: service concept and service design portfolio, scale 1-5
Self- and peer assessment, instructor assessment.

The evaluation is based on Laurea's evaluation criteria level 2

Evaluation criteria, satisfactory (1-2)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
– report and communicate in a professional manner
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– act independently taking into account the operating environment
– take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– describe the significance of his/her actions for successful co-operation
– describe his/her competence in relation to the learning outcomes

Evaluation criteria, good (3-4)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– critically evaluate information and justify their actions with science-based knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– propose creative solutions at work
– promote professional co-operation and enhance customer and partner relationships
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– act in a manner that promotes the team’s entrepreneurial and responsible approach to work
-describe the development of his/her competence in relation to the learning outcomes

Evaluation criteria, excellent (5)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
– anticipate needs of customers and/or co-operation partners
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– evaluate and develop the team’s entrepreneurial and responsible approach to work
– evaluate the possibilities for utilising competence and plan his/her personal development and development of the team

Learning outcomes

The student is able to
- describe how value is created for the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design project using service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design

Teaching methods

This course includes theory and project work. The learning platform is Canvas.
This is an online implementation consisting of two separate parts. The first Theory section 1 is a prerequisite for the second Project section 2.


The Theory section 1 (online) needs to be completed before taking the Project section.
The Project section 2 starts after the theory is finished. This is campus based.

Location and time

The Theory section is an online course, which includes learning of service design process (Double Diamond), methods and tools independently in Canvas working space .

The Project section is campus based which includes a service design project as team work. The project is based on a real-life design challenge. We work in class-room at Tikkurila campus.
The participation is mandatory.

Learning materials and recommended literature

Stickdorn, M., Lawrence, A. and Hormess, M., Schneider, J. 2018.This is service design doing : applying service design thinking in the real world : a practitioner's handbook.Canada: O'Reilly.

Ebook:
https://laurea.finna.fi/Search/Results?lookfor=this+is+service+design+doing&type=AllFields

Alternative completion methods of implementation

According to 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.”

Theory section: no alternatives

Project section:
A prior knowledge and competence in an applied service design project can be manifested through alternative methods. For example, as a detailed 12-15 page project report which includes the project partners' evaluations. For further consultation, please be in touch with the instructor.

Co-operation with working life and/or RDI

Student teams (5-6 persons per team) will develop a project work for companies.

Important dates

THEORY SECTION 1
Needs to be completed before taking the Project section.
The theory section covers service design process (Double Diamond), methods and tools, and includes various tasks and tests to be taken individually. All tests can be taken at the student's own pace by certain deadline and need to be passed.

PROJECT SECTION 2
Service Design project will be conducted in 4 development phases, which are based on pre-defined schedule.

Forms of internationality

Theory and Project section: execution in English.
The study unit is suitable for exchange students

Students workload

Theory 3 ects (weigh 30%)
Project 7 ects (weigh 70%)

Content and scheduling

THEORY SECTION
The theory section covers service design process (Double Diamond), methods and tools, and includes various tasks and tests to be taken individually. All tests can be taken at the student's own pace and need to be passed.

PROJECT SECTION
Study unit consists of the project work with four different phases.

Further information for students

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.”

Grading scale

H-5

Evaluation methods and criteria

THEORY SECTION: 3ect
Individual assignments, Quiz and other individual tasks on Canvas, scale 1-5

PROJECT SECTION: 7ect
Team assignment: service concept and service design portfolio, scale 1-5
Self- and peer assessment, instructor assessment.

The evaluation is based on Laurea's evaluation criteria level 2.

Evaluation criteria, satisfactory (1-2)

– use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
– report and communicate in a professional manner
– act independently taking into account the operating environment
– take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
– describe the significance of his/her actions for successful co-operation
– describe his/her competence in relation to the learning outcomes

Evaluation criteria, good (3-4)

– critically evaluate information and justify their actions with science-based knowledge
- propose creative solutions at work
– promote professional co-operation and enhance customer and partner relationships
- act in a manner that promotes the team’s entrepreneurial and responsible approach to work
- describe the development of his/her competence in relation to the learning outcomes

Evaluation criteria, excellent (5)

– evaluate and develop the team’s entrepreneurial and responsible approach to work
– evaluate the possibilities for utilising competence and plan his/her personal development and development of the team
– evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
– anticipate needs of customers and/or co-operation partners
– analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge