Service Design (10cr)

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

The study unit includes two parts:
- Online theory (30%), which you can complete at your own pace by 16 February 2026. The theory module must be successfully completed before starting the project part.

- Project part (70%), which mostly takes place during an intensive project week on the Tikkurila campus, 9–13 March 2026 (Mon–Fri, 9:00–15:00).

During the project week, you will tackle a real-life development challenge provided by a client, using service design methods and tools. You will work closely with other students in a multidisciplinary team and gain hands-on experience of how a team can work efficiently in a design sprint–type process.

This course format has received excellent feedback:
- The project can be completed efficiently mostly within the project week, without the need to schedule separate team meetings over several weeks.
- The week offers an intensive, motivating, and practical learning experience, closely resembling real development work in professional settings.

Note: Attendance on the Tikkurila campus every day during the project week is mandatory. If you are unable to participate on campus daily, please choose another Service Design course implementation.

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.”

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

Student teams (5-6 persons per team) will develop a service design portfolio for business partners.

Important dates

THEORY SECTION 13.1.-15.2.2026
Needs to be completed before joining 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. All tests can be taken at the student's own pace by certain deadline and need to be passed.

PROJECT SECTION 24.2.-15.3.2026
Service Design project will be conducted as a pre-task and during intensive development week 9.-13.3.2026 in Tikkurila campus.

Forms of internationality

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

Student workload

Theory 3 ects (weigh 30%)
Project 7 ects (weigh 70%)

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
Study unit consists of the project work following studied service design process.

Further information

If you are unable to take part in campus based studies, this study unit is not for you. The same study unit is ran as online studies in other campuses, so in this case please look for those.

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.”

Evaluation scale

H-5

Evaluation methods and criteria

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

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

The evaluation is based on Laurea's evaluation criteria level 2.

Assessment criteria, satisfactory (1-2)

– use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
– report and communicate in a professional manner
– 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
– describe the significance of his/her actions for successful co-operation
– describe his/her competence in relation to the learning outcomes

Assessment criteria, good (3-4)

– critically evaluate information and justify their actions with science-based knowledge
- propose creative solutions at work
– promote professional co-operation and enhance customer and partner relationships
- 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

Assessment criteria, excellent (5)

– 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
– 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
– analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge