Service Design Process and Methods (5cr)

Learning outcomes

The student is able to
- explain the principles of service design
- use service design processes and methods

Teaching methods

This study unit consists of an orientation task, a 3-day interactive workshop and an individual course assignment. The course assignment can be either a practical service design project (this can be done in pairs or in a small group as well) or a literature based report with a plan to apply SD approach in your thesis.

Time and location

A 3-day interactive workshop is organized online

Learning materials and recommended literature

Books, dissertations and articles on service design, for example:
Buxton, B. 2007. Sketching User Experiences: Getting the Design Right and the Right Design.
Goodwin, K. 2009. Designing for the Digital Age : how to create human-centered products and service. Indianapolis: Wiley.
Gray, D. et al. 2010. Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers.
Greenberg, S. et al. 2012. Sketching User Experiences: The Workbook. Burlington Morgan Kaufmann.
Kaner, S., Lind, L., Toldi, C., Fisk, S. & Berger, D.2014. Facilitator's guide to participatory decision-making. San Francisco, CA: Jossey-Bass, cop. 2014.
Meroni, A. & Sangiorgi, D. (ed.) 2011. Design for Services. Burlington, VT: Gower.
Miettinen, S. & Valtonen, A. (ed.) 2012. Service Design with Theory. Lapland University Press.
Moritz, S. 2005. Service Design, Practical Access to Evolving Field, Köln International School of Design.
Polaine, A., Loevlie, L. and Reason, B. 2013. Service Design – From insight to implementation, Rosenfeld Media, Brooklyn NY.
Reason, B.; Løvlie, L.; Flu, M.B. 2016. Service design for business: a practical guide to optimizing the customer experience.
Schneider, J. & Stickdorn, M. (ed.) This is Service Design Thinking: basics - tools – cases (2010). Amsterdam: BIS Publishers.
Stickdorn, M.; Lawrence, A.; Hormess, M.E.; Schneider, J. 2018. This is service design doing: applying service design thinking in the real world: a practitioner's handbook. First Edition. O'Reilly Media, Inc.
The complete literature list will be provided in canvas.

Co-operation with working life and/or RDI

The course assignment can be done for an organisation that is chosen by the student.

Forms of internationality

International student group.

Student workload

5 ects credits = 135 hours (1 credit = 27 hours of work)
Orientation task
Contact sessions
Reading the literature for the coursework
Doing the coursework and writing a report/making a video

Further information

This course is only for the students who make their master's degree in Service innovation and design programme. We are not able to take any other students to the course.

The participation to the contact sessions (3-day workshop) is compulsory.

Assessment criteria, approved/failed

Grade 1-5

Evaluation scale

H-5