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

Learning by Developing
Google Venture's Sprint method
Service Design methods
Facilitation 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
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 Paperbacks.

Co-operation with working life and/or RDI

Service Design Challenge Provider: Innokylä
https://www.innokyla.fi/en/home

Important dates

Service Design project done in a team. No exam.

Content and scheduling

Pre Sprint
Monday 10.9.2018
* Ice Breaking and Team Building
* What is Design Sprint
* Design Sprint Roles
* What is Service Design
Tuesday 11.9.2018
*Service Design Tool Festival by Sprint Teams (teams prepare and facilitate Service Design Tool workshops in order to prepare themselves for acquiring customer empathy and customer insight)
1. Interviewing
2. Personas
3. Journey Maps
4. System Maps
5. Service Prototypes
6. Business Model Canvas
Wednesday - Friday 12.9.-14.9.
* Sprint Teams do independently interviews and observations and visualize gained customer insight in personas and journey maps.
Sprint
Monday 17.9. Map
Tuesday 18.9. Sketch
Wednesday 19.9. Decide
Thursday 20.9. Prototype
Friday 21.9. Test
After Sprint
Monday 24.9.
*Business Pitching and Rehearsal
*Finalizing Business Model Canvas
Tuesday 25.9.
*Service Concept Presentations
Wednesday 26.9.-Friday 28.9.
*Finalizing Desing Sprint Portfolio

Further information for students

This execution is an intensive sprint which requires participation from 9:00 hrs-16:00 hrs through the whole 3 weeks.

Grading scale

H-5

Evaluation criteria, satisfactory (1-2)

Entrepreneurial skills
*is able to try out new things
Tool skills
*is able to identify the tools of Design Sprint Manual including ValueProposition Canvas and Business Model Canvas in developing service concept and earnings logic.
Design thinking skills
*is able to identify the meaning of non-linear and iterative design process in customer value creation(build, measure, learn)
*is able to identify the importance of alternatives before picking a direction
Customer empathy skills
*is able to identify customer and user perspective and the importance of customer insight in service concept development
Experiment skills
*is able to identify the meaning of idea testing when developing service concept and earnings logic.

Evaluation criteria, good (3-4)

Entrepreneurial skills
*is able to try out new things, does not fear failure, but perceives it as an opportunity to learn and develop
Tool skills
*is able to use the tools of Design Sprint Manual including Value Proposition Canvas and
Business Model Canvas in developing service concept and earnings logic.
Design thinking skills
*is able to explore alternatives before picking a particular direction*is able to utilize non-linear and iterative design process in customer value creation(build, measure, learn)
Customer empathy skills
*is able to consider customer and user perspective and listen to the customer
*is able to utilize customer insight in service concept development
Experiment skills
*is able to search andanalyze data which supports ideas and tests the vision.
*is able to test the ideas to learn what works and what does not

Evaluation criteria, excellent (5)

Entrepreneurial skills
*is able to try out new things diversely ,does not fear failure,but perceives it as an opportunity to learn and develop
*is able to take into account both strategical and tactical aspects in the project work
Tool skills
*is able to use diversely the tools of Design Sprint Manual including Value Proposition Canvas and Business Model Canvas in developing servicec oncept and earnings logic.
Design thinking skills
*is able to explore excellently multiple alternatives before picking and refining a particular direction
*is able to utilize excellently non-linear and iterative designprocess in customer value creation(build, measure, learn)
Customer empathy skills
*is able to consider relentlessly
customer and user perspective and listen to the customer.
* is able to consider widely customer insight in service concept development.
Experiment skills
*is able to search and analyze diversely data which support the ideas and tests the vision.
*is able to test the ideas at early experiment stages to learn what works and what does not