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

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

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 course is English.

PART 1. SERVICE DESIGN THEORY -COURSE IN CANVAS (3 ECTS) – INDIVIDUAL STUDY between 2nd January 2023 and 5th February 2023

IMPORTANT NOTE! SUCCESSFUL COMPLETION OF PART 1. THEORY-COURSE BY 5TH FEBRUARY 2023 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 6th February 2023 and Sun 16th April 2023.

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 will be established at the beginning of Part 2.

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

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

Further references to be announced when the course starts.

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 the student intranet.

Co-operation with working life and/or RDI

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

Important dates

2.1.2023: PART 1 Service Design Canvas and Theory Course (3 ECTS) open for individual studying (Location: Canvas)

10.1.2023: Kick-off and Orientation to the Course R0216-3119 Service Design at 900-1000 (Location: Zoom) (OBLIGATORY)

5.2.2023: Deadline for successful completion of Part 1 Theory Course (3ECTS)

6.2.2023: PART 2 Project Kick-off: Teaming & Project Brief & Intro to case in at 900-1500 (Location: Lohja Campus) (OBLIGATORY)

6.2.2023-16.4.2023: PART 2 Project work during scheduled guidance sessions 6.2., 13.2., 27.2., 6.3., 13.3., 20.3., and 3.4. and between the sessions, NOTE! After 3.4. session, project teams will continue teamwork by finishing Service Design Portfolio and Learning Report by 16.4. (Location: Zoom) (OBLIGATORY)

16.4.2023: Deadline for Portfolio and Learning Report Return and Self & Peer assessment. The end of the course. (Location: Canvas)

Forms of internationality

The study unit is suitable for exchange students.

Students workload

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

Content and 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.

Further information for students

According to the degree regulations (section 18) “students must be present in the first contact session (10.1.2023 at 900-1000 Zoom: Kick-off and Orientation to the Course R0216-3119 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.”

IMPORTANT NOTE! SUCCESSFUL COMPLETION OF PART 1. THEORY-COURSE BY 5TH FEBRUARY 2023 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!

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.

Grading scale

H-5

Evaluation methods and criteria

Individual assignments: 30%, scale 1-5
Team assignment 70% scale 1-5

Obligatory Self- and peer assessment (using the Buddycheck tool) are part of the evaluation.

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

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING

To achieve grade 5 student must be able to
- analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge

To achieve grade 3 student must be able to
- critically evaluate information and justify their actions with science-based knowledge

To achieve grade 1 (or pass) student must be able to
- 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

To achieve grade 5 student must be able to
- 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

To achieve grade 3 student must be able to
- propose creative solutions at work
- promote professional co-operation and enhance customer and partner relationships

To achieve grade 1 (or pass) student must be able to
- 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

To achieve grade 5 student must be able to
- 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

To achieve grade 3 student must be able to
- 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

To achieve grade 1 (or pass) student must be able to
- describe the significance of his/her actions for successful co-operation
- describe his/her competence in relation to the learning outcomes

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. (Laurea degree regulations.)

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed.