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

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 (Links to an external site.): How to solve big problems and test new ideas in just five days. New York: Simon & Schuster.

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 11.4.2022-15.5.2022. Theory needs to be completed before taking the Project section 2.

The Project section 2 is an online Design Sprint, which includes a service design project as a teamwork, 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 18.5.2022-10.6.2022. Design Sprint has three phases: Pre-Sprint, Sprint and After Sprint. Participating in all below listed sprint sessions is mandatory. In addition to the guided sessions, please prepare yourself also for intensive teamwork in-between the sessions.
Please note: THE PARTICIPATION IN ALL THE LISTED SESSIONS BETWEEN 16:00-20:00 HRS IS MANDATORY. YOU COMMIT YOURSELF TO FINISH A PROJECT FOR THE PROJECT PROVIDER SATO LTD BY REGISTERING TO THIS STUDY UNIT.

Pre-sprint:
Wed 18.5.2022 at 16.00 – 20.00 in Zoom. Agenda: Welcome & Sato Ltd Project Kick-off, Orientation, Team building and choosing the sprint roles
Thu 19.5.2022 at 16.00 – 20.00 in Zoom. Agenda: Customer insight & instructions for the problem interviews, Personas and customer journeys, Interview planning (Teams’ interview plans to be returned by the end of the day in Canvas --> Coaches’ comments on teams’ plans during Fri 20.5.)
Fri 20.5. – Wed 25.5.2022 Individual team work: Execution, analysis and visualization of problem interviews --> Coaches’ comments on teams’ pre sprint portfolios by Fri 27.5.2022

Sprint:
Mon 30.5.2022 at 16.00 – 20.00 in Zoom. Sprint Day 1: Map
Tue 31.5.2022 at 16.00 – 20.00 in Zoom. Sprint Day 2: Sketch
Wed 1.6.2022 at 16.00 – 20.00 in Zoom. Sprint Day 3: Decide & Sato mid-week coaching
Thu 2.6.2022 at 16.00 – 20.00 in Zoom. Sprint Day 4: Prototype
Fri 3.6.2022 at 16.00 – 20.00 in Zoom. Sprint Day 5: Test

After Sprint:
Tue 7.6.2021 at 16.00 – 20.00 in Zoom. Service Concept Pitching rehearsals & Pitching to Sato Ltd
Finalization of Design Portfolio and return by Friday 10.6.2022.

(Note: times are tentative and subject to change)

Employer connections

Project section:
Service Design project for Sato Ltd.
Student teams will develop a service concept for Sato Ltd.

Exam schedules

The Theory section 1 (online) runs through 11.4.2022-15.5.2022. Theory needs to be completed before taking the Project section.

The Project section 2 (online Pre-Sprint, Sprint, and After Sprint + Intensive teamwork) runs through 18.5.2022-10.6.2022.

Pre-sprint:
Wed 18.5.2022 at 16.00 – 20.00 in Zoom. Agenda: Welcome & Sato Ltd Project Kick-off, Orientation, Team building and choosing the sprint roles
Thu 19.5.2022 at 16.00 – 20.00 in Zoom. Agenda: Customer insight & instructions for the problem interviews, Personas and customer journeys, Interview planning
--> Teams’ interview plans to be returned by the end of the day in Canvas --> Coaches’ comments on teams’ plans during Fri 20.5.

Fri 20.5. – Wed 25.5.2022 Intensive team work: Execution, analysis and visualization of problem interviews --> Coaches’ comments on teams’ pre sprint portfolios by Fri 27.5.2022

Sprint:
Mon 30.5.2022 at 16.00 – 20.00 in Zoom. Sprint Day 1: Map
Tue 31.5.2022 at 16.00 – 20.00 in Zoom. Sprint Day 2: Sketch
Wed 1.6.2022 at 16.00 – 20.00 in Zoom. Sprint Day 3: Decide & Sato mid-week coaching
Thu 2.6.2022 at 16.00 – 20.00 in Zoom. Sprint Day 4: Prototype
Fri 3.6.2022 at 16.00 – 20.00 in Zoom. Sprint Day 5: Test

After Sprint:
Tue 7.6.2021 at 16.00 – 20.00 in Zoom. Service Concept Pitching rehearsals & Pitching to Sato Ltd
Finalization of Design Portfolio and return by Friday 10.6.2022.

Please note: THE PARTICIPATION IN ALL THE LISTED SESSIONS BETWEEN 16:00-20:00 HRS IS MANDATORY. YOU COMMIT YOURSELF TO FINISH A PROJECT FOR THE PROJECT PROVIDER SATO LTD BY REGISTERING TO THIS STUDY UNIT.

(Note: times are tentative 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 study unit, you have to be able to be present during all the sessions listed in the Important dates section, as well as prepare yourself for intensive teamwork in-between the sessions. You commit yourself to finish a project for the project provider Sato Ltd.

Content scheduling

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 11.4.2022-15.5.2022. Theory needs to be completed before taking the Project section 2.

The Project section 2 is an online Design Sprint, which includes a service design project as a teamwork, 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 18.5.2022-10.6.2022. Design Sprint has three phases: Pre-Sprint, Sprint and After Sprint. Participating in all below listed sprint sessions is mandatory. In addition to the guided sessions, please prepare yourself also for intensive teamwork in-between the sessions.

Pre-sprint:
Wed 18.5.2022 at 16.00 – 20.00 in Zoom. Agenda: Welcome & Sato Ltd Project Kick-off, Orientation, Team building and choosing the sprint roles
Thu 19.5.2022 at 16.00 – 20.00 in Zoom. Agenda: Customer insight & instructions for the problem interviews, Personas and customer journeys, Interview planning (Teams’ interview plans to be returned by the end of the day in Canvas --> Coaches’ comments on teams’ plans during Fri 20.5.)
Fri 20.5. – Wed 25.5.2022 Individual team work: Execution, analysis and visualization of problem interviews --> Coaches’ comments on teams’ pre sprint portfolios by Fri 27.5.2022

Sprint:
Mon 30.5.2022 at 16.00 – 20.00 in Zoom. Sprint Day 1: Map
Tue 31.5.2022 at 16.00 – 20.00 in Zoom. Sprint Day 2: Sketch
Wed 1.6.2022 at 16.00 – 20.00 in Zoom. Sprint Day 3: Decide & Sato mid-week coaching
Thu 2.6.2022 at 16.00 – 20.00 in Zoom. Sprint Day 4: Prototype
Fri 3.6.2022 at 16.00 – 20.00 in Zoom. Sprint Day 5: Test

After Sprint:
Tue 7.6.2021 at 16.00 – 20.00 in Zoom. Service Concept Pitching rehearsals & Pitching to Sato Ltd
Finalization of Design Portfolio and return by Friday 10.6.2022.

(Note: times are tentative 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).