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

This is an online implementation consisting of two separate parts. The first Theory section 1 is a prerequisite for the second Project section 2.

The Theory section 1 (online) runs through 11.10.2021-5.11.2021. Theory needs to be completed before taking the Project section.

The Project section 2 (online Design Sprint) will be conducted during the pre sprint: orientation,team building and sprint roles 10.11.2021,instructions for problem interviews, personas and customer journeys 11.11.2021 and teams prepare theme interview format and return it on 11.11.2021. Coaches’ comments on teams’ theme interview format 12.11. Execution of Pre Sprint problem interviews by using Teams and recording them, analysis & visualization of the results (personas, customer journeys) 15.11.-26.11.2021. and Sprint week 29.11.2021-3.12.2021. The participation during the whole Sprint week between 10:00-17:00 hrs is mandatory. The Sprint week requires 5 days' intensive working and being present is compulsory. One cannot take any other study units or engagements during that week. The Sprint ends with final presentations on 7.12.2021 . In the end you will have to reply for Self and Peer Assessment and return the Service Design Portfolio.

Location and time

The Theory section during 11.10.2021-5.11.2021 is an online course, which includes learning of service design process (Double Diamond), methods and tools in Canvas learning environment. You will study this part independently.

The Project section is an online Design Sprint, which includes a service design project as team work, based on a real-life design challenge given by Lindstrom Ltd. We will use Canvas, digital co-creation tool Miro and Zoom. Service Design project will be conducted during the pre sprint orientation, team building and sprint roles 10.11.2021, instructions for problem interviews, personas and customer journeys 11.11.2021 and teams prepare theme interview format and return it on 11.11.2021. Coaches’ comments on teams’ theme interview format 12.11. Execution of Pre Sprint problem interviews by using Teams and recording them, analysis & visualization of the results (personas, customer journeys) 15.11.-26.11.2021 and Sprint week 29.11.2021-3.12.2021. The participation during the whole Sprint week between 10:00-17:00 hrs is mandatory.

Learning materials and recommended literature

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This is service design doing. Sebastopol: O’Reilly.

Ebook: https://laurea.finna.fi/Search/Results?lookfor=this+is+service+design+doing&type=AllFields

Alternative completion methods of implementation

Theory section: no alternatives

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 your teacher tutor.

Co-operation with working life and/or RDI

Project section:
Service Design project for Lindstrom Ltd.
Student teams (5-6 persons per team) will develop a service concept for Lindstrom Ltd.

Important dates

THEORY SECTION 1
11.10.2021-5.11.2021
Theory needs to be completed before taking the Project section.
The theory section 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. All assignments must be submitted and passed.

PROJECT SECTION 2
The Project section is an online Design Sprint, which includes a service design project as team work, based on a real-life design challenge given by Lindstrom Ltd. We will use Canvas, digital co-creation tool Miro and Zoom. Service Design project will be conducted during the pre sprint orientation- team building and sprint roles 10.11.2021, instructions for problem interviews, personas and customer journeys 11.11.2021 and teams prepare theme interview format and return it on 11.11.2021. Coaches’ comments on teams’ theme interview format 12.11. Execution of Pre Sprint problem interviews by using Teams and recording them, analysis & visualization of the results (personas, customer journeys) 15.11.-26.11.2021.and Sprint week 29.11.2021-3.12.2021. The participation during the whole Sprint week between 10:00-17:00 hrs is mandatory.


(Note: times are provisional and subject to change)

Forms of internationality

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

Students workload

THEORY SECTION
The course is 3 ects which equals approximately 81h of studying.
Work is done individually.

PROJECT SECTION
The course is 7 ects which equals approximately 189h of studying.
Most of the work will be done in teams.
Please note! If you register to this execution, you have to be able to be present during the all five days of this intensive sprint week.

Content and scheduling

THEORY SECTION 1
11.10.2021-5.11.2021
Theory needs to be completed before taking the Project section.
The theory section 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. All assignments must be submitted and passed.

PROJECT SECTION 2
Project section includes pre sprint14.4.-30.4.2021 (team building,problem/need interviews, personas and customer journeys) and Sprint week 3.5.-7.5.2021.The Sprint ends with final presentations on 10.5.2021. In the end you will have to reply for Self and Peer Assessment and return the Service Design Portfolio.


(Note: times are provisional and subject to change)

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).

Grading scale

H-5

Evaluation methods and criteria

THEORY SECTION: 3ects
Individual assignments, Quiz and other individual tasks on Canvas, scale 1-5

PROJECT SECTION: 7ects
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