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

Project Description

In this service design project, students will collaborate with Nivos to co-create ways to improve employee engagement and internal work culture. The goal is to strengthen collaboration, clarify roles, and support a future-ready workplace—while preserving the company’s existing strengths, such as openness and expertise.

The course requires effort and active, intensive teamwork through the whole project part. Please make sure you have reserved full study days for this course. During project phase we do not accept any absence. PRESENCE and active role in project work is MANDATORY. If you want to reserve a spot in project part you have to be present during project kick-off and take active role in every meeting.

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) Theory needs to be completed before taking the Project section.

Theory Part 1 (online) runs through 18.8 - 30.9 and needs to be completed before participating in the Project Part 2. Theory part is done online individually and you can study the contents at your own pace. However, it is recommended to proceed according to the course schedule in order to make sure you will finalize this part of the study unit by 30.9

The Project section 2 (online)

YOU ARE REQUIRED TO BE FULLY COMMITTED AND TAKE ACTIVE ROLE IN TEAMWORK. ALL MEETING DAYS ARE MANDATORY AND YOU WILL WORK ON A PROJECT WITH YOUR TEAM VERY INTENSIVELY DURING PROJECT DAYS

This part of the course includes a real life project. The project will be done in multidisciplinary teams. The Project Part 2 (online) starts in October and a joint kick-off is held online on 30.09. This part ends at the end of November with final pitch presentations. You and your team will work according to the given timeline and submit your team’s assignments by the given deadlines in each phase.


The Theory section during 18.8 - 30.9 is an online course, which includes learning of service design process (Double Diamond), methods and tools in Canvas learning environment. You will study this part independently.

The Project section during 30.9.-26.11. is an online course, which includes a service design project as team work, based on a real-life design challenge. We will work in the virtual learning environment Canvas. YOU ARE REQUIRED TO BE FULLY COMMITTED AND TAKE ACTIVE ROLE IN TEAMWORK. ALL MEETING DAYS ARE MANDATORY AND YOU WILL WORK ON A PROJECT WITH YOUR TEAM VERY INTENSIVELY.

The project kick-off will be held on 30.9. The participation is MANDATORY. VERY IMPORTANT NOTE: If you are absent from kick-off you will not be able to participate in the project part of this course.

MANDATORY class sessions on Tuesdays according to the schedule (see Pakki)
Please note: You can miss only 1 time (except kick-off) to complete the project part!

Project part of the course is a very intensive time which requires an active attendance in group meetings and much work. Make sure you reserve enough time and you are able to devote your time fully.

Learning materials and recommended literature

--
Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This is service design doing. Sebastopol: O’Reilly.

Ebook: https://laurea.finna.fi/Search/Results?lookfor=this+is+service+design+doing&type=AllFields

Alternative completion methods of implementation

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.

Co-operation with working life and/or RDI

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

PROJECT SECTION 7 ECTS
The course is 7 ects which equals approximately 189 h of studying.
Most of the work will be done in teams.
The tasks are scheduled in phases throughout the course.

Student workload

THEORY SECTION: 3 ects
Individual assignments, Quiz and other individual tasks 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.

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

Evaluation scale

H-5

Assessment 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

Assessment 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

Assessment 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