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 1.3.-9.4.2021 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 given by Lindstrom Ltd. We will use Canvas, digital co-creation tool Miro and Zoom. Service Design project will be conducted during the pre sprint14.4.-30.4.2021 (team building 14.4.,(16.4. kick-start of pre-sprint)problem/need interviews, personas and customer journeys) and Sprint week 3.5.-7.5.2021. The participation during the whole Sprint week between 10:00-17:00 hrs is mandatory.

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

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 1.3.-11.4.2021. Theory needs to be completed before taking the Project section.

The Project section 2 (online Design Sprint) will be conducted during the pre sprint14.4.-30.4.2021 (team building,problem/need interviews, personas and customer journeys) and Sprint week 3.5.-7.5.2021. The participation during the whole Sprint week 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 engagements during that week. The Sprint ends with final presentations on 10.5.2021. In the end you will have to reply for Self and Peer Assessment and return the Service Design Portfolio.

Employer connections

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

Exam schedules

THEORY SECTION 1
1.3.-9.4.2021
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 will be conducted during the pre sprint14.4.-30.4.2021 (team building,problem/need interviews, personas and customer journeys) and Sprint week 3.5.-7.5.2021. The participation during the whole Sprint week between 10:00-17:00 hrs is mandatory. The Sprint ends with final presentations on 10.5.2021. In the end you will have to reply for Self and Peer Assessment and return the Service Design Portfolio.

(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 the instructors.

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
1.3.-9.4.2021
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
Service Design project will be conducted during the pre sprint14.4.-30.4.2021 (team building,problem/need interviews, personas and customer journeys) and Sprint week 3.5.-7.5.2021.The Sprint ends with final presentations on 10.5.2021. In the end you will have to reply for Self and Peer Assessment and return the Service Design Portfolio.


(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).