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

[This field is not used at Laurea.]

Materials

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

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

Employer connections

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.

Exam schedules

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)

International connections

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

Completion alternatives

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.

Student 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.

Assessment criteria, approved/failed

tyydyttävä
PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
– report and communicate in a professional manner
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– act independently taking into account the operating environment
– take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– describe the significance of his/her actions for successful co-operation
– describe his/her competence in relation to the learning outcomes

hyvä
PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– critically evaluate information and justify their actions with science-based knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– propose creative solutions at work
– promote professional co-operation and enhance customer and partner relationships
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– act in a manner that promotes the team’s entrepreneurial and responsible approach to work
-describe the development of his/her competence in relation to the learning outcomes

kiitettävä
PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
– analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge
PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
– evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
– anticipate needs of customers and/or co-operation partners
TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
– evaluate and develop the team’s entrepreneurial and responsible approach to work
– evaluate the possibilities for utilising competence and plan his/her personal development and development of the team

Content 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

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.”

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.