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 first part of the study unit (Theory) is completed independently, following a flexible schedule as long as it is completed by the given deadline. Self-direction is required. This part does not include meetings or working in pairs or groups. You will study in a Canvas learning environment which includes learning material and tests. You will not receive individual feedback for assignments: feedback is based on checking the accuracy of the answers.

The second part of the study unit (Project) is implemented on campus. A Canvas learning environment is used to support the implementation, but it is important to take part in the workshops on campus according to schedule. The second part is based on teamwork. You will receive regular feedback for assignments from the teacher, and working life or peer feedback may also be utilised.

Attendance in the workshops is required. No alternative solutions are offered and this implementation cannot be taken remotely. Please check the schedule carefully! If you are not able to attend the scheduled workshops on campus, please choose another implementation.

Location and time

[This field is not used at Laurea.]

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

A comprehensive material package is provided in Canvas.

Alternative completion methods of implementation

All students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the studies or another person designated to the position. The assessment is carried out according to the same assessment criteria and, as a rule, same grading scale as that adopted for the corresponding study unit or module. The student is entitled to apply for accreditation of prior competence regardless of where, how and when the competence has been acquired. The student may also seek accreditation of competence to be acquired on the job as part of their degree (work-based learning). ... The student is responsible for demonstrating and verifying their competence and for providing sufficient information.

Co-operation with working life and/or RDI

A service design project will be carried out in teams after the theory part is finished. One of Laurea's key partners will provide the design challenge and participate in the project via mentoring and feedback.

Important dates

The theory part must be completed by 5 March. Only those who have completed the theory will progress to the project part. In order to start the project, participants must attend the kick-off on 11 March on campus.

Forms of internationality

The study unit is suitable for exchange students.

Students workload

The study unit is 10 credits, equivalent to 270 hours.

Approximate distribution of workload:
Theory 5 x 16 h = 80 h
Project workshops attendance (including presentations to the client) 7 x 6 h + 3 h = 45 h
Teamwork outside workshops 10 x 15 h = 150 h

Content and scheduling

The theory part covers the service design process, as seen through the Double Diamond model.

In the project part, the same process will be implemented in practice.

Further information for students

The study unit corresponds to the requirements of Bachelor's level education.

According to the degree regulations (section 18) "students must be present for the first contact teaching session, or they must notify the responsible teacher of their absence to confirm they intend to participate in studies, Alternatively, the teacher can specify a different manner for the student to confirm that they intend to participate in the studies. The completion of these measures can be required within a week of the studies having begun. The application of the aforementioned approach requires that the teacher notifies the students accepted to the study unit of the practice and that the practice is specifically mentioned in the study unit’s implementation plan.

If the student has a justified reason for not attending the first contact teaching session or for not notifying the teacher of their intention to be involved in studies in the manner required by the teacher, the student must contact the responsible teacher to agree on participation in the studies. Their registration for the study unit will be rejected, of the student does not notify the teacher of being absent from the first contact teaching session or the reason for their absence cannot be considered justified, Another student who is in line for the study unit can be selected in their place."

Grading scale

H-5

Evaluation methods and criteria

“The evaluation of competence is based on the descriptions of objectives in the curricula, and the level of competence is assessed according to the evaluation criteria listed in the implementation plan for the studies.” (Laurea degree regulations).

The study unit is assessed in two parts. The first part (theory) is assessed individually via quizzes in Canvas. Each quizz can be taken twice, in the given time frame. A grade from 0 to 5 will be given for this part based on the quizz results.

The second part (project) is assessed via a service design portfolio documenting the project. The portfolio is assessed as a team assignment. A grade from 0 to 5 will be given to the team.

In addition, students will give peer feedback via Buddycheck, which can be taken into account in grading if necessary.

In this study unit the assessing of the competences will be done by using the criteria set for requirement level II.

Professional knowledge basis, information searching and reporting

To achieve grade 5 student must be able to
- analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge

To achieve grade 3 student must be able to
- critically evaluate information and justify their actions with science-based knowledge

To achieve grade 1 (or pass) student must be able to
- use professional concepts in a consistent manner and demonstrate their familiarity with the knowledge basis
- report and communicate in a professional manner

Professional practice and workplace development

To achieve grade 5 student must be able to
- 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

To achieve grade 3 student must be able to
- propose creative solutions at work
- promote professional co-operation and enhance customer and partner relationships

To achieve grade 1 (or pass) student must be able to
- 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

To achieve grade 5 student must be able to
- evaluate and develop the team’s entrepreneurial and responsible approach to work
- evaluate the possibilities for utilising competence and plan their personal development and development of the team

To achieve grade 3 student must be able to
- act in a manner that promotes the team’s entrepreneurial and responsible approach to work
- describe the development of their competence in relation to the learning outcomes

To achieve grade 1 (or pass) student must be able to
- describe the significance of their actions for successful co-operation
- describe their competence in relation to the learning outcomes

[Leave the parts that apply] “Students who has failed to demonstrate their competence in accordance with the approved level must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. Laurea provides examination retake dates. Students must register for these examinations no later than 10 days before the retake date. A failed exam or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt." (Laurea degree regulations.)

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. If Ouriginal is used when assignments are checked, the lecturer will inform the students of this.

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 implementation consists of two separate parts. The first part (Theory section) is a prerequisite for the second part (Project section).

The Theory section (online) runs through (18 Dec - 29 Jan) and needs to be completed before taking the Project section. Theory includes learning of service design process (Double Diamond), methods and tools independently in Canvas working space.

The Project section starts with a kick-off on 5 Feb and ends on 15 Apr please check the schedule in Pakki. Contact lessons are mainly held on zoom, except one session on 22nd March will be on campus.. During the project section teams will carry out a service design project based on a real-life design challenge. Between the meetings on campus the teams work in the virtual learning environment Canvas.

Taking part in the contact sessions on Zoom is crucial as we work in teams and use co-creation methods during the sessions. Between the contact sessions the teams will work according to their own agreement (online or off), following the service design process.

Location and time

[This field is not used at Laurea.]

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

Alternative completion methods of implementation

According to degree regulations “All students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit student intranet.

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, you can join demostration of competence process (please check instructions from student intranet) or as a detailed 12-15 page project report which includes the project partners' evaluations. For further consultation, please be in touch with the instructor.

Co-operation with working life and/or RDI

Project section will include a Service Design project for City of Kerava & Uuden Rakentamisen Festivaali-event (URF) - New Building Festival
Student teams (5-6 persons per team) will develop a service concept following the service design process.

Important dates

THEORY SECTION
18 Dec Study unit briefing & Q&A on Zoom at 16-17
18 Dec - 29 Jan Theory part with Quizzes, need to be completed before taking the Project section.

The theory section covers the service design process (Double Diamond), methods and tools, and includes 5 tests (Quizzes) to be taken individually. All tests can be taken at the student's own pace during the given time frame and need to be passed.

PROJECT SECTION
(5 Feb - 15 Apr) will be conducted on zoom according to the pre-defined schedule. The project part requires active team work, including co-creation.

Teaming during 1 - 2 Feb 2024


Project kick-off incl. introduction to Discover-phase on 5 Feb at zoom.
05.02.2024 16.00 - 19.00 Zoom: Project kick off, Discover phase starts
12.02.2024 16.00 - 19.00 Zoom: Team coaching
23.02.2024 16.00 - 19.00 Zoom: Define phase starts
04.03.2024 16.00 - 19.00 Zoom: Develop phase starts, ideation workshop
22.03.2024 09.00 - 12.00 at the campus room 234: Deliver phase starts
08.04.2024 16.00 - 19.00 Zoom: Final presentations
*Note! participation of all team members is required in all lessons.

Return dates of service design portfolios in Canvas:

In case the project schedule does not fit your schedule, please choose another implementation for the study unit.

Forms of internationality

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

Students workload

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

PROJECT SECTION
The course is 7 ects which equals to approximately 189 hours of studying.
Most of the work will be done in teams.

Content and scheduling

THEORY 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.

PROJECT SECTION
Conducting a service design in project teams.

Further information for students

According to the degree regulations (section 18) “students must be present in the first contact session (5 Sep) 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: 3 ects
Individual assignments, 5 Quizzes on Canvas, scale 1-5

PROJECT SECTION: 7 ects
Team assignment: service concept and service design portfolio, scale 1-5
Self- and peer assessment, instructor assessment.

In this study unit the assessing of the competences will be done by using the criteria set for requirement level II.

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