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., 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
https://laurea.finna.fi/Record/nelli01.4100000002045871

Further references to be announced when the course starts.

Teaching methods

MAIN THEMES AND CONTENTS OF THE COURSE

• Principles of service design process and tools in theory and practice
• Developing the service design concept based on a real business assignment by external partner organization
• Use of AI in a Service Design Process

STRUCTURE AND IMPLEMENTATION OF THE COURSE (PART 1 AND PART 2)

Please note! The instructors of the course will send you a welcome letter (eMail) and more detailed instructions regarding studying before the course starts.

The language of the Canvas course and of the produced materials is English. HOWEVER, Spoken language is Finnish if all students are Finnish speakers.

ORIENTATION SESSION IN ZOOM IS OBLIGATORY 23.8.2024 9:00-10:00.

PART 1. SERVICE DESIGN THEORY -COURSE IN CANVAS (3 ECTS) – INDIVIDUAL STUDY between (12.8. Canvas course open) 25.8.-26.9.2024.
-> IMPORTANT NOTE! SUCCESSFUL COMPLETION OF PART 1. THEORY-COURSE BY 27TH SEPTEMBER 2024 IS A PRE-REQUISITE FOR PARTICIPATION TO THE PART 2. PROJECT! THE STUDENT WILL NOT BE ACCEPTED TO THE PART 2 PROJECT, IF THEORY-COURSE HAS NOT BEEN SUCCESSFULLY COMPLETED!

PART 2 SERVICE DESIGN PROJECT (7 ECTS) - IN LEARNING TEAMS between 27.9. - 8.12.2024.
-> Project will be carried out in learning teams including kick off, five project guidance sessions, project presentation day and returning the final portfolio and learning document.
The learning teams will work both in the project guidance sessions and between the guidance sessions according to the schedules agreed by the learning teams themselves.
We will utilize the Miro online-platform during the whole Part 2 Design project work.

Learning teams (4-5 persons per team) will develop a service concept for an organization provided by the instructors. Learning teams will be established at the beginning of Part 2.

Employer connections

Student teams (4-5 persons per team) will develop a service concept for an organization provided by the instructors.

Exam schedules

12.8.2024 SERVICE DESIGN INDIVIDUAL STUDY COURSE OPENS: PART 1 Service Design Canvas and Theory Course (3 ECTS) open for individual studying (Location: Canvas)

23.8.2024: Kick-off and Orientation to the Course R0216-3116 Service Design at 9.00-10.00 (Location: Zoom) (OBLIGATORY)

26.9.2024: Deadline for successful completion of Part 1 Theory Course (3ECTS)

27.9.2024: PART 2 Project Kick-off: Teaming & Project Brief & Intro to case in at 9.00-15.00 (Location: Lohja Campus) (OBLIGATORY)

10.10.-8.12.2023: PART 2 Project work during scheduled guidance sessions 10.10., 25.10, 31.10, 8.11., 14.11, and 22.11. NOTE! After 22.11. last guidance session, project teams will continue teamwork by finishing Service Design Portfolio and Learning Report by 8.12. (Location: Canvas) (OBLIGATORY)

8.12.2023: Deadline for Portfolio and Learning Report Return and Self & Peer assessment. The end of the course. (Location: Canvas)

International connections

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 the student intranet.

Student workload

One credit equals approximately 27 hours of work performed by the student.

Content scheduling

You will learn what service design is in theory and you are able to use the service design tools and methods in practise with the project organization. You will use tools and methods such as: desk research, contextual interviews, persona, customer journey, ideation tools, voting and deciding, concept creation and business model canvas.

Evaluation scale

H-5

Further information

According to the degree regulations (section 18) “students must be present in the first contact session (23.8.2024 at 9:00-10:00 Zoom: Kick-off and Orientation to the Course R0216-3116 Service Design) 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 enrollment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” The first contact session is OBLIGATORY to all students.

NOTE: Participation in all contact sessions is mandatory. If you cannot join, send a message to the facilitators at least 1 day in advance. It is also very important, that you agree on your possible absence with your project team in advance and your plan how you will compensate for your absence to your project team. Each team must have minimum 2-3 participants in each session.