Service Design in Practice (10 cr)

Learning outcomes

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

Location and time

see the schedule

Materials

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

Teaching methods

During the study unit, students will work in teams with a client to develop services. This semester students's will be developing student wellbeing services for HALI project.
Students need to be prepared to work efficiently and actively during the studies.

Employer connections

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

Exam schedules

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

International connections

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

Completion alternatives

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

Student workload

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

Content scheduling

CONCEPTS
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Service Design process (including appropriate methods and tools)
Design Thinking
Lean management
Futures Thinking
Facilitation
Customer Insight (empathy map)


ASSIGNMENTS
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Design project & Design manual created during the process (75%)
Self reflection (25%)
Self- and peer evaluation (pass/fail)

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

Evaluation scale

H-5

Further information

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