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

The study unit will consist of two parts: The theory Part 1 + the project Part 2.
Part 1 needs to be completed before starting the Part 2.

Location and time

Part 1 (Theory) will be implemented fully online during 1.3. - 6.4.
The studies consist mostly of self-paced and individual assignments.

Part 2 (Project) is an intensive practice-based work in teams during 19.4. - 6.5.
The intensive days will take place at Leppävaara campus but online participation will also be possible.

The workshop days in Leppävaara or in Zoom will be held daily at 10 - 16 as follows:
19.-20.4. Orientation, project kick-off, teaming
26.-30.4. Project sprint
5.-6.5. Pitch rehearsals, final presentations for the partner

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. Simon & Schuster Paperbacks.
Ebook: https://laurea.finna.fi/Record/laurus.88555

Alternative completion methods of implementation

Theory section: no alternatives. Prior knowledge can be shown by completing the online assignments.

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 instructors.

Co-operation with working life and/or RDI

Project partner: Staffpoint
Topic: Recruitment service for identifying wider applicant competences.
The new service will be designed in student teams (5-6- students per team) and the final service concept will be presented for the partner at the end of the intensive Part 2.

Important dates

See above

Forms of internationality

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

Content and scheduling

THEORY PART 1
The theory part 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 PART 2
The project offers an opportunity to apply the theoretical knowledge in practice. The hands-on design sprint will follow the same process and utilizing methods and tools studied in the theory part.

Timing as above.

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).

Five spots reserved for open UAS students.

Grading scale

H-5

Evaluation methods and criteria

THEORY PART
Individual assignments, Quizzes and other individual tasks in Canvas, scale 1-5

PROJECT SECTION: 5ect
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.