Study Guide

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

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 4.9.-1.10.2023 and needs to be completed before taking the Project. Theory part retake is possible on 2-3.10.

The Project section 2 (online) starts by teaming between 4.-8.10. and continues with a joint kick-off on 9.10. Project final seminar is on 7.12.. with final pitch presentations. Self & peer evaluation and final portfolio need to be completed by 12.12.2023

Location and time

[This field is not used at Laurea.]

Learning materials and recommended literature

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

Alternative completion methods of implementation

According to degree regulations “All students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit Link.

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 instructor.

Co-operation with working life and/or RDI

Project section:
Service Design project for company Retta.
Student teams (5-6 persons per team) will develop a service concept for the work-life partner Retta.

Important dates

THEORY SECTION 1
4.8.-1.10.2023 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. Tests can be taken at the student's own pace during the given timeline. The minimum total points need to be scored to pass the course.

Student can re-take tests during 2-3.10.2023, if the minimum total points were not achieved by 1.10.2023.

PROJECT SECTION 2
Service Design project will be conducted in 4 development phases, which are based on pre-defined schedule.

Teaming during 4-8.10.2023

ZOOM-sessions: Note: participation of all team members is required in all Zoom-sessions.

Project kick-off incl. introduction to Discover-phase on 9.10.2023 at 13-16 on Zoom.
Introduction to Define-phase on 30.10. at 16-19 on Zoom
Introduction to Develop-phase incl. Ideation workshop on 7.11. at 16-19 on Zoom
Introduction to Deliver-phase on 28.11. at 16-19 on Zoom
Pitching (final presentations) on 7.12. at 16-19 on Zoom

Return dates of service design portfolios:

Phase 1 (Discover) portfolio return by 29.10.
Interview plans return by 13.10.
Coaching team-meetings on 16.10.
Phase 2 (Define) portfolio return by 6.11.
Phase 3 (Develop) portfolio return by 27.11.
Idea Cards return by 7.11.
Phase 4 (Deliver) portfolio return by 4.12.
Final pitch presentations on 7.12..
Self and peer evaluation and finalization of the portfolio by 12.12.2023

(Note: times are provisional and subject to change)

Forms of internationality

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

Students workload

THEORY SECTION
The course is 3 ects which equals approximately 81h of studying.
Work is done individually.

PROJECT SECTION 5
The course is 7 ects which equals approximately 189h of studying.
Most of the work will be done in teams.
The tasks are scheduled in phases throughout the course.

Content and scheduling

THEORY SECTION
The theory section covers service design process (Double Diamond), methods and tools, and includes 5 tests to be taken individually. All tests can be taken at the student's own pace during the given timeline. Minimum total points need to be scored to pass the theory part.

PROJECT SECTION
Study unit consists of the following phases:
- Service Design project kick-off 9.10.2023
-Online work in teams in the following Double Diamond development phases:
*Discover 9-29.10. (3 weeks)
*Define 30.10.-6.11. (1 week)
*Develop 7.-27.11. (3 weeks)
*Deliver 28.11.-4.12. (1 week)
-Final presentations 7.12..2023

Further information for students

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.”

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).

Five spots reserved for open UAS students.

Grading scale

H-5

Evaluation methods and criteria

THEORY SECTION: 3 ects
Individual assignments, Quiz and other individual tasks on Canvas, scale 1-5

PROJECT SECTION:7 ects
Team assignment: service concept and service design portfolio, scale 1-5
Self- and peer assessment, instructor assessment.


In this study unit the assessing of the competences will be done by using the criteria set for requirement level II.

Evaluation criteria, satisfactory (1-2)

PROJECT EVALUATION CRITERIA

Professional and problem solving skills:
The team/student bases actions on information provided.

Service Design Process and Tool Skills:
The team/student recognizes some Service Design tools and knows they have a role in service concept development. Knows what customer insight and empathy mean in the service design context.


Entrepreneurial and Teamwork Skills:
The student participates in the teamwork.

Quality of the Final Portfolio:
All the steps of the process are documented in the portfolio. Some visualizations are used.

Client Feedback:
The concept is related to the needs of customers/users.
The concept is related to the client’s brief.
Required presentations to the client are delivered.

Evaluation criteria, good (3-4)

PROJECT EVALUATION CRITERIA

Professional and problem solving skills:
The team/student validates and analyzes information, and bases actions on theoretical knowledge.

Service Design Process and Tool Skills:
The team / student Is able to apply the Service Design process in service concept development and to include customer insight and empathy in a service design process.

Entrepreneurial and Teamwork Skills:
The student takes responsibility for the team’s progress and is instrumental in reaching the team’s goals. Participates in making the team learn and improve.

Quality of the Final Portfolio:
The process can be followed easily from the portfolio. Visualisations are used and they are easy to understand. Feedback has been used to improve the portfolio during the process.

Client Feedback:
The concept takes into account the needs of customers/users. The concept provides value to the client. The concept is potentially feasible. All presentations to the client are prepared and delivered.

Evaluation criteria, excellent (5)

PROJECT EVALUATION CRITERIA

Professional and problem solving skills:
The team/student searches information proactively and uses critical thinking in evaluating information, combines theoretical with experimental knowledge, and bases conclusions on analysis.

Service Design Process and Tool Skills:
The team/student is able to apply the Service Design process in service concept development in a flexible way. Makes decisions and choices based on customer insight and empathy, and is able to obtain added value from service design tools and methods in service concept development


Entrepreneurial and Teamwork Skills:
The student takes responsibility for the team’s progress and anticipates what needs to be accomplished in order for the team’s goals to be reached. Actively contributes in making the team learn and improve.


Quality of the Final Portfolio:
The portfolio makes the process easy to understand and to follow, and provides justification for all decisions.Visualisations bring added value to the portfolio.
Feedback has been used to improve the portfolio during the process.

Client Feedback:
The concept matches the needs of customers/users. The concept provides value to the client. The concept is feasible. All presentations to the client are well prepared and delivered.