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

The Theory section during 6.9.2021-8.10.2021 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. We will use Canvas, digital co-creation tool Miro and Zoom.

Materials

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

Knapp, J., Zeratsky, J. & Kowitz, B. 2016. Sprint: How to solve big problems and test new ideas in just five days. New York: Simon & Schuster
https://ebookcentral.proquest.com/lib/laurea/detail.action?docID=5685612

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 6.9.2021-8.10.2021. Theory needs to be completed before taking the Project section.

The Project section 2 (online Design Sprint, intensive team work) runs through 13.10.2021-5.11.2021. Design Sprint has three phases: Pre Sprint, Sprint and After Sprint.

13.10.2021 10.00 hrs - 12.00 hrs, Sato Ltd Project Kick-off & team building and choosing sprint roles,
12.00 hrs-17.00 hrs team work, Zoom

14.10.2021 10.00 hrs - 12.00 hrs,Customer Insight & instructions for problem interviews, personas and customer journeys, 12.00 hrs -17.00 hrs, team work, Zoom
Teams prepare theme interview format and return it on 14.10.2021. Coaches’ comments on teams’ theme interview format 15.10. Execution of problem interviews by using Teams and recording them, analysis & visualization of the results (personas, customer journeys) 18.10.-22.10.2021

25.10.2021 10.00 hrs - 17.00 hrs, Sprint Day 1-Map, Zoom
26.10.2021 10.00 hrs - 17.00 hrs, Sprint Day 2-Sketch, Zoom
27.10.2021 10.00 hrs - 17.00 hrs, Sprint Day 3-Decide, Zoom
28.10.2021 10.00 hrs - 17.00 hrs, Sprint Day 4-Prototype, Zoom
29.10.2021 10.00 hrs- 17.00 hrs, Sprint Day 5-Test, Zoom
01.11.2021 10.00 hrs - 17.00 hrs, Service Concept Pitching rehearsals & Pitching to the project customer, Zoom
The participation during the whole Sprint week 25.10.2021-29.10.2021 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 work engagements during that week. After Sprint: Service Concept Pitching 1.11.2021 and finalization of Design Portfolio and return by 5.11.2021.

Employer connections

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

Exam schedules

THEORY SECTION 1
6.9.2021-8.10.2021
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 a team work, based on a real-life design challenge. We will use Canvas, digital co-creation tool Miro and Zoom.
The Project section 2 (online Design Sprint, intensive team work) runs through 13.10.2021-5.11.2021. Design Sprint has three phases: Pre Sprint, Sprint and After Sprint.

13.10.2021 10.00 hrs - 12.00 hrs, Sato Ltd Project Kick-off & team building and choosing sprint roles,
12.00 hrs-17.00 hrs team work, Zoom

14.10.2021 10.00 hrs - 12.00 hrs,Customer Insight & instructions for problem interviews, personas and customer journeys, 12.00 hrs -17.00 hrs, team work, Zoom
Teams prepare theme interview format and return it on 14.10.2021. Coaches’ comments on teams’ theme interview format 15.10. Execution of problem interviews by using Teams and recording them, analysis & visualization of the results (personas, customer journeys) 18.10.-22.10.2021

25.10.2021 10.00 hrs - 17.00 hrs, Sprint Day 1-Map, Zoom
26.10.2021 10.00 hrs - 17.00 hrs, Sprint Day 2-Sketch, Zoom
27.10.2021 10.00 hrs - 17.00 hrs, Sprint Day 3-Decide, Zoom
28.10.2021 10.00 hrs - 17.00 hrs, Sprint Day 4-Prototype, Zoom
29.10.2021 10.00 hrs- 17.00 hrs, Sprint Day 5-Test, Zoom
01.11.2021 10.00 hrs - 17.00 hrs, Service Concept Pitching rehearsals & Pitching to the project customer, Zoom
The participation during the whole Sprint week 25.10.2021-29.10.2021 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 work engagements during that week. After Sprint: Service Concept Pitching 1.11.2021 and finalization of Design Portfolio and return by 5.11.2021.

(Note: times are provisional and subject to change)

International connections

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

Completion alternatives

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.

Student 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 scheduling

THEORY SECTION 1
6.9.2021-8.10.2021
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 2 (online Design Sprint, intensive team work) runs through 13.10.2021-5.11.2021. Design Sprint has three phases: Pre Sprint, Sprint and After Sprint.

13.10.2021 10.00 hrs - 12.00 hrs, Sato Ltd Project Kick-off & team building and choosing sprint roles,
12.00 hrs-17.00 hrs team work, Zoom

14.10.2021 10.00 hrs - 12.00 hrs,Customer Insight & instructions for problem interviews, personas and customer journeys, 12.00 hrs -17.00 hrs, team work, Zoom
Teams prepare theme interview format and return it on 14.10.2021. Coaches’ comments on teams’ theme interview format 15.10. Execution of problem interviews by using Teams and recording them, analysis & visualization of the results (personas, customer journeys) 18.10.-22.10.2021

25.10.2021 10.00 hrs - 17.00 hrs, Sprint Day 1-Map, Zoom
26.10.2021 10.00 hrs - 17.00 hrs, Sprint Day 2-Sketch, Zoom
27.10.2021 10.00 hrs - 17.00 hrs, Sprint Day 3-Decide, Zoom
28.10.2021 10.00 hrs - 17.00 hrs, Sprint Day 4-Prototype, Zoom
29.10.2021 10.00 hrs- 17.00 hrs, Sprint Day 5-Test, Zoom
01.11.2021 10.00 hrs - 17.00 hrs, Service Concept Pitching rehearsals & Pitching to the project customer, Zoom
The participation during the whole Sprint week 25.10.2021-29.10.2021 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 work engagements during that week. After Sprint: Service Concept Pitching 1.11.2021 and finalization of Design Portfolio and return by 5.11.2021.

(Note: times are provisional and subject to change)

Evaluation scale

H-5

Further information

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).