Service Design (10 cr)

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

Location and time

This is an online study unit.

Materials

Reason, B., Lövlie, L., Flu,M. 2016. Service Design for Business – A Practical Guide to Optimizing the Customer Experience.Wiley, New Jersey
Ebook: https://ebookcentral.proquest.com/lib/laurea/detail.action?docID=4305714#
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

Teaching methods

Key content of this study unit
- principles of service design process and tools, theory and practice, how a service design concept can be developed for a real company case, either for students' own organization or given organization (provided by Laurea)
- 30% of the assignments are individual and 70% for the team (service design project)
- main part of the studies is service design project, divided into 4 development phases, each taking around 2 weeks.
- each phase includes both individual and team tasks, which must be completed by given dates, and which coaches (teachers) evaluate and comment in each phase.
- there are webinars and online clinizues related to development phase, plus final session related to the project outcome evaluation and further development. The schedule will be announced later.
- project work requires tight co-working in teams, using skype and other virtual communication tools, but also face-to-face activities, e.g. interviewing of potential customers, testing of prototypes / service concept with different stakeholders.
- efficient time management is required.

Employer connections

Student teams (4-5 persons per team) will develop a service concept either for their own company / organization or they can choose an organization provided by the instructors.

Exam schedules

Proposals of students' own company/organzation projects cases for this study unit by 13.1.
The study unit opens 2.1. and individual work can be done starting that date. Teamwork will be announced 13th of January at the kick-off.
There are several phases where students turn in their assignments or projects either individually or as teamwork. The detailed schedule will be announced on the learning platform.

Completion alternatives

No options in the course, normal recognition of prior learning and demonstration of competence are applied. If you have prior competence in service design, please, contact the responsible teacher as soon as possible.

Content scheduling

Study unit consists of the following phases:
- Pre-assignment : can be started after the learning workspace is opened 2nd of January.
- Service Design project kick-off, online session, teams are confirmed
- Map and Understand
- Forecast and Ideate
- Model and Evaluate
- Conceptualize and Influence (including final presentations and finalization of service design concept )

Evaluation scale

H-5