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.

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

Teaching methods

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

The Theory section must be completed during the period 1.9.-30.9.2025. and needs to be completed before taking the Project section. It is completed independently in Canvas.

The Project section starts with a kick-off in Zoom on 6.10.2025 and ends on 1.12.2025 with final presentations. All the meetings are in Zoom (see detailed schedule in Pakki and/or Canvas).

Buddycheck self and peer assessments will be completed during 1-5.12.2025 (mandatory)

Employer connections

The project section consists of a Service Design project for a project partner Fonum Oy.
Student teams (5-6 persons per team) develop a service concept following the service design process.

Exam schedules

THEORY SECTION (1.9.-30.9.2025):
needs to be completed before taking the the Project section.
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. In order to pass the theory section, a minimum total point score has to be achieved before the project section starts (see details in Canvas). Only students who have passed the theory part will be admitted to the project part.

PROJECT SECTION (6.10.-5.12.2025):
will be conducted online according to a pre-defined schedule (see details in Canvas). The project part requires active teamwork, including co-creation. Participation to the project kick off (6.10.) is essential.

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 enrollment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.”

International connections

The study unit is implemented in English.
The study unit is suitable for exchange students.

Completion alternatives

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 studies or another person designated to the position. The assessment is carried out according to the same assessment criteria and, as a rule, same grading scale as that adopted for the corresponding study unit or module. The student is entitled to apply for accreditation of prior competence regardless of where, how and when the competence has been acquired. The student may also seek accreditation of competence to be acquired on the job as part of their degree (work-based learning). ... The student is responsible for demonstrating and verifying their competence and for providing sufficient information.

Student workload

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

PROJECT SECTION
This part is 7 ects which equals to approximately 189 hours of studying.
Most of the work is done in teams.

Content scheduling

Both the theory and project parts follow the Double Diamond service design process model: Discover, Define, Develop, Deliver. Each phase will be introduced and teams will apply them to practice during the project.

Evaluation scale

H-5

Further information

The study unit corresponds to the requirements of Bachelor's level education.

According to the degree regulations (section 18) "students must be present for the first contact teaching session, or they must notify the responsible teacher of their absence to confirm they intend to participate in studies, Alternatively, the teacher can specify a different manner for the student to confirm that they intend to participate in the studies. The completion of these measures can be required within a week of the studies having begun. The application of the aforementioned approach requires that the teacher notifies the students accepted to the study unit of the practice and that the practice is specifically mentioned in the study unit’s implementation plan.

If the student has a justified reason for not attending the first contact teaching session or for not notifying the teacher of their intention to be involved in studies in the manner required by the teacher, the student must contact the responsible teacher to agree on participation in the studies. Their registration for the study unit will be rejected, of the student does not notify the teacher of being absent from the first contact teaching session or the reason for their absence cannot be considered justified, Another student who is in line for the study unit can be selected in their place."