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 student is able to:
- describe how value is createdfor the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design projectusing service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design
This course will be an online course (Eliademy).
In addition to the theoretical parts you will carry out different tasks with your team and individually. The project will be done in cooperation with a real company with a real challenge. The outcome of the course will be:
- Service Concept
- Service Design Manual

Location and time

This course starts with an individual pre-task (you will be given the instructions by 24.8.).
The orientation day is on Friday 7.9. (10-16) in Otaniemi.
The presentation day is on Friday 9.11. (10-16) in Otaniemi.
The course consists of online course in Eliademy learning environment.
Students will get an invitation to Eliademy learning environment to Laurea email.
Students of group HLG217SA are prioritised in this Service Design online course.

Learning materials and recommended literature

Reason, B., Lövlie, L., Flu, M. 2016. Service Design for Business – A Practical Guide to Optimizing the Customer Experience. Wiley.
Laurea Finna: https://laurea.finna.fi/Record/laurus.87157 (e-book available)
Stickdorn M., Hormes M., Lawrence A. & Schneider J. 2018. This is service design doing: A Practitioners’ Handbook. O’Reilly.
Laurea Finna: https://laurea.finna.fi/Record/laurus.90507 (e-book available)

Alternative completion methods of implementation

Optional Service Design courses in Otaniemi available in September and in November 2018
R0216-HLG1811 Service Design 10 op / HLG217KN
R0216-3001 Service Design 10 op / HLG217KN
+ other Service Design course options in other Laurea campuses

Co-operation with working life and/or RDI

Service Design Challenge Provider: MEINI

Important dates

This course starts with an individual pre-task (you will be given the instructions by 24.8.).
The orientation day is on Friday 7.9. (10-16) in Otaniemi.
The presentation day is on Friday 9.11. (10-16) in Otaniemi.

Grading scale

H-5

Evaluation criteria, satisfactory (1-2)

Entrepreneurial skills
*is able to try out new things
Tool skills
*is able to identify the tools of Design Sprint Manual including ValueProposition Canvas and Business Model Canvas in developing service concept and earnings logic.
Design thinking skills
*is able to identify the meaning of non-linear and iterative design process in customer value creation(build, measure, learn)
*is able to identify the importance of alternatives before picking a direction
Customer empathy skills
*is able to identify customer and user perspective and the importance of customer insight in service concept development
Experiment skills
*is able to identify the meaning of idea testing when developing service concept and earnings logic.

Evaluation criteria, good (3-4)

Entrepreneurial skills
*is able to try out new things, does not fear failure, but perceives it as an opportunity to learn and develop
Tool skills
*is able to use the tools of Design Sprint Manual including Value Proposition Canvas and
Business Model Canvas in developing service concept and earnings logic.
Design thinking skills
*is able to explore alternatives before picking a particular direction*is able to utilize non-linear and iterative design process in customer value creation(build, measure, learn)
Customer empathy skills
*is able to consider customer and user perspective and listen to the customer
*is able to utilize customer insight in service concept development
Experiment skills
*is able to search andanalyze data which supports ideas and tests the vision.
*is able to test the ideas to learn what works and what does not

Evaluation criteria, excellent (5)

Entrepreneurial skills
*is able to try out new things diversely ,does not fear failure,but perceives it as an opportunity to learn and develop
*is able to take into account both strategical and tactical aspects in the project work
Tool skills
*is able to use diversely the tools of Design Sprint Manual including Value Proposition Canvas and Business Model Canvas in developing servicec oncept and earnings logic.
Design thinking skills
*is able to explore excellently multiple alternatives before picking and refining a particular direction
*is able to utilize excellently non-linear and iterative designprocess in customer value creation(build, measure, learn)
Customer empathy skills
*is able to consider relentlessly
customer and user perspective and listen to the customer.
* is able to consider widely customer insight in service concept development.
Experiment skills
*is able to search and analyze diversely data which support the ideas and tests the vision.
*is able to test the ideas at early experiment stages to learn what works and what does not