Service Design (10 cr)
Code: R0216-3032
General information
Enrollment
13.05.2019 - 26.05.2019
Timing
16.09.2019 - 31.12.2019
Number of ECTS credits allocated
10 op
Mode of delivery
Contact teaching
Unit
Laurea university of applied sciences
Campus
Laurea Leppävaara
Teaching languages
- English
Seats
20 - 40
Degree programmes
- Liiketalouden koulutus (HLA2), Laurea Leppävaara (Finnish)
Teachers
- Kati Tawast
Teacher in charge
Kati Tawast
Groups
-
NTA218KNTietojenkäsittelyn koulutus, päivätoteutus, K18, Leppävaara
-
HLA218KNLiiketalouden koulutus, päivätoteutus, K18, Leppävaara
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
Project-based. Service Design Meets Growth Hacking - Together with Idean Helsinki.
Location and time
Leppävaara
Weeks 35-44
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 Project with Ravintolakolmio Ltd. Growth Hacking Coach from Idean Helsinki.
Important dates
Pre Phase
------------------------
Weeks 33-34
Optima Online Learning Platform
Pre-assignment (Theory & Literature),individual work
Objective of Pre-assignment:
Orientation
What is Service Design
What is Design Sprint
What is Behavioural Economics
Getting familiar with Service
Design tools
1.Interviewing
2. Personas
3. Journey Maps
4. Mystery Shopping Observation
Design Process (Please note that during weeks 35-44 teams will do field work like interviewing, observation and testing in between the face-to-face workshops on Tuesdays at 09.00-16.00 hrs). It is not possible to have some other study unit on Tuesdays during weeks 35-44 and everyone should be present in the workshops.
-------------------------------
Weeks 35-44
Workshops run by Laurea Service Design Coach together with the Growth Hacking Coach from Idean Helsinki
Outcomes: Service Concept & Service Design Portfolio
Development of service concept for the customer company & description of each service design phase and the outcomes, team work, evaluated using scale (5-1)
Final Phase
----------------------
Weeks 45-46
Optima Online Learning Platform
Finalizing Business Model Canvas.
Finalizing Service Design Portfolio which will be given to the customer company.
Further information for students
KEY CONCEPTS
------------------------
Service design / design thinking
Service design process and tools
Customer Insight (Persona & Customer Journey)
Value proposition
Prototyping & testing
Business Model Canvas
Service Concept
ASSIGNMENTS
-----------------------
Pre-assignment (Theory & Literature)
Customer project
Development of service concept / team work
Evaluated using scale (5-1)
Service Design Portfolio
Created during the process
The finished service design portfolio is given to the customer project provider
Grading scale
H-5
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