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 implementation consists of two separate parts. The first part (Theory section) is a prerequisite for the second part (Project section).

Theory part starts with an one-hour info session on Zoom on 17th January 2024 at 16.30-17.30 hrs .The Theory section (online) runs through (22nd January - 25th February 2024) and needs to be completed before taking the Project. Theory includes learning of service design process (Double Diamond), methods and tools independently in Canvas working space.

The Project starts with a kick-off on 13th March and ends on 12th May 2024. Please check the schedule in Pakki. Contact sessions are held on Zoom. During the project teams will carry out a service design project based on a real-life design challenge. Between the meetings the teams work in the virtual learning environment Canvas and do e.g. problem & test interviews face-to-face and by using Teams and other required tools.

Taking part in the contact sessions on Zoom is crucial as students work in teams and use co-creation methods during the sessions. Between the contact sessions the teams will work according to their own agreement (online or off), following the service design process.

In case you are unable to take part in the contact sessions on Zoom and do the needed interviews required by the project client, please choose another implementation for this study unit.

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 student intranet.

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, you can join demostration of competence process (please check instructions from student intranet) or 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

The project section will include a Service Design project for Laurea Key Partnership team.

Project goal:
To find out what do the Business Management, ITC, Security students expect from company cooperation / key partnerships in their studies?
Overall: fresh service ideas how to improve the key partnership concept to match the needs of students, companies and Laurea

Student teams (4-6 persons per team) will develop a service concept following the service design process.

Laurea’s Key Partnership Director Ilkka Kurkela will be present on Zoom 13.3.2024 at 16.15-17.00 in the project kick-off. The first round of problem interviews will be conducted 22.3.-29.3.2024. Teams save Idea cards in Padlet Wall 18.4.2024 by 16:00 hrs. Laurea’s Key Partnership Director Ilkka Kurkela will choose one service idea of each team in Padlet and comment the ideas there by 19.4. 16:00 hrs. The test interviews will be conducted 22.4.-26.4.2024. Laurea’s Key Partnership Director Ilkka Kurkela will give feedback on Zoom to each teams orally 8.5.2024 at 16-17.30 when students pitch their service concept ideas.
PLEASE NOTE: You have to be able to conduct two rounds of interviews at Campus face-to-face and by utilizing Teams at the given dates as well as participate in pitch presentation. This is in additition to the given Zoom sessions which are all compulsory!!!

Important dates

THEORY SECTION
Theory part starts with an one-hour info session on Zoom on 17th January 2024 at 16:30 hrs -17:30 hrs.
22nd January - 25th February 2024 Theory part with Quizzes, need to be completed before taking the Project.

The theory section covers the service design process (Double Diamond), methods and tools, and includes 5 tests (Quizzes) to be taken individually. All tests can be taken at the student's own pace during the given time frame and need to be passed.

PROJECT SECTION
(13th March - 12th May 2024) will be conducted on Zoom. The project part requires active team work, including co-creation.

Teaming during 28.2.-10.3.2024.

Contact sessions on Zoom:
Project kick-off incl. introduction to Discover-phase on 13.3.2024 at 16-19 hrs
Introduction to Define-phase on 10.4.2024 at 16-19
Introduction to Develop-phase incl. Ideation workshop on 17.4. at 16.30-19.30
Introduction to Deliver-phase on 2.5. at 16-19
Pitching (final presentations) on 8.5. at 16-19
*Note! participation of all team members is required in all Zoom-sessions.

Return dates of service design portfolios & other tasks in Canvas:
Interview plans return by 20.3.2024 at 23:59 hrs
Phase 1 (Discover) portfolio return by 9.4.2024 at 16:00 hrs
Phase 2 (Define) portfolio return by 16.4. at 16:00 hrs
Phase 3 (Develop) portfolio return by 1.5. at 16:00 hrs
Idea Cards return by 19.4. at 16:00 hrs
Phase 4 (Deliver) portfolio return by 7.5. at 16:00 hrs
Final pitch presentations on 7.5. at 16:00 hrs
Self and peer evaluation and final portfolio return by 12.5.2024 at 16:00 hrs

In case the project schedule does not fit your schedule, please choose another implementation for the study unit.

Forms of internationality

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

Students workload

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

PROJECT SECTION
The course is 7 ects which equals to approximately 189 hours of studying.
Most of the work will be done in teams.

Content and scheduling

THEORY SECTION
The theory section covers service design process (Double Diamond), methods and tools, and includes various tasks and tests to be taken individually. All tests can be taken at the student's own pace and need to be passed.

PROJECT SECTION
Conducting a service design in project teams.

Further information for students

According to the degree regulations (section 18) “students must be present in the first contact session (5 Sep) 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).

Grading scale

H-5

Evaluation methods and criteria

THEORY SECTION: 3 ects
Individual assignments, 5 Quizzes 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)

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

Evaluation criteria, good (3-4)

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

Evaluation criteria, excellent (5)

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