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

Online course in Optima with team work emphasis. Individual tasks will be done during the course as well.
Mandatory Kick off at the Leppävaara campus 17.1.2020

The course starts with the indivudual assignment on Janauary 7th 2020.

Location and time

The online course will be held between 7.1.-21.4. 2020.
Mandatory Kick off day will be held at the Leppävaara campus 17.1.2020 (9-15).
The course is in Optima learning platform.
Pre-assignments due during 7.1.-16.1.

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.

Alternative completion methods of implementation

Optional courses: Sprint & Project-based executions.
Normal recognition of prior learning and demonstration of competence are applied.

Co-operation with working life and/or RDI

Service Design project for YIT - interesting challenge for improving YIT's consumer service concept during residential construction process.
Student teams (5-6 persons per team) will develop a service concept for YIT.

Important dates

Study unit starts 7.1.2020. /Optima
Individual pre-assingment due 16.1.2020 /Optima
Kick-off day at Leppävaara campus 17.1.2020 (9-15)

Phase 1 feedback 18.2. / Zoom (17-18.30)
Phase 2 feedback 3.3. / Zoom (17-18.30)
Phase 3 feedback 17.3. / Zoom (17-18.30)
Phase 4 feedback 31.3. / Zoom (17-18.30)

Service pitches/prsesentations 14.4. / Zoom

Forms of internationality

Excecution in English.

Students workload

The course is 10 ects which equals approximately 270 h of studying.
Most of the work will be done in teams.
The tasks are scheduled in phases throughout the course.

Content and scheduling

Study unit consists of the following phases:
- Pre-assignment, which will be opened and informed to students prior to course start
- Service Design project kick-off day at the campus
-Online work in teams in the following phases:
*Map and Understand
*Forecast and Ideate
*Model and Evaluate
*Conceptualize and Influence (incl making of final presentations)
-Final presentations in Zoom online workspace.

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

Grading scale

H-5

Evaluation methods and criteria

Individual assignments: book reading, essay-writing and Quiz and other individual tasks by project phases, 30% , scale 1-5
Team assignment (service concept), 70% 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