Service Design in Practice (10 op)

Tavoitteet

The student is able to
- implement Design Thinking in customer experience management and organizational development
- apply Lean and facilitation skills in management
- explore and develop operations based on trends and futures' thinking

Aika ja paikka

Please refer to the Timetable Engine at https://lukkarit.laurea.fi/ for the schedule information. Laurea reserves the right to modify the timetable.

Oppimateriaali ja suositeltava kirjallisuus

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

Toteutustapa

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

*** There's a starting session in Zoom 25.8.2025 where the course and the canvas environment will be presented. MANDATORY presence! ***

The Theory section (online) runs in Canvas/online through 25.8. - 25.9.2025 and needs to be completed before taking the Project section. This part is an online execution which includes learning of service design process (Double Diamond), methods and tools independently in Canvas working space.

The Project section session will be held on the campus starting with a kick-off on 29.9.2025 Last campus session on 15.12.2025 includes final presentations and self and peer evaluations.

During the project section teams will carry out a service design project based on a real-life design challenge. Between the meetings on campus the teams work in the virtual learning environment Canvas.

The project part sessions will be held on the Leppävaara campus during the daytime - please check the schedule in Pakki. Taking part in the contact sessions on campus is crucial as we 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.

Työelämäyhteistyö ja/tai TKI

The project section will include a Service Design challenge for an international RDI-project.

Student teams (5-6 persons per team) will develop a service concept following the service design process.

Toteutuksen tärkeät päivämäärät

THEORY PART
Theory part is open between 25.8.2025 - 25.9.2025.
Students study at the individual pace but taking quizzes weekly is recommended.
*** Starting session in Zoom 25.8.2025 where the course and the canvas environment will be presented. MANDATORY presence! ***

PROJECT PART
Project part starts on 29.9.2025 and end on 15.12.2025
Service Design project will be conducted in 4 development phases, which are based on pre-defined schedule.

Based on the degree regulations (2024), the student accepted for the implementation is required to confirm their participation by showing activity at the start of the study in the following way:

In order to demonstrate activity, the student must be present at the first contact lesson or notify the teacher in charge of their absence to confirm their participation in the study. Registration will be rejected if the student does not report their absence at the start of the study or the reason for the absence cannot be considered justified. Another student can be taken in their place.

Kansainvälisyys toteutuksella

Service design challenge comes from international RDI-project.

Toteutuksen valinnaiset suoritustavat

According to the degree regulations (2024), Students are entitled to apply for recognition of prior learning regardless of where, when and how the competence has been acquired. ... At Laurea, there are two different procedures for the recognition and accreditation of prior learning: a) accreditation of prior learning (competence acquired in higher education studies at another institution) and b) demonstration of competence (competence acquired in other ways). The recognition and accreditation of prior learning is initiated by the student themselves. The student is responsible for demonstrating and verifying their competence. The student is entitled to guidance for the recognition and accreditation of their competence. Further information in the student intranet.

You may also assess work-based learning as a way to acquire the competence needed. Read more in the student intranet.

Opiskelijan ajankäyttö ja kuormitus

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.

Workload of the study is measured in a way that to acquire the goal competence of the study, one credit corresponds to an average of 26.7 hours of work done by the student. The actual time needed varies e.g. according to prior competence.

Please note that this study unit requires a lot of work outside meetings on campus!

Sisältö ja sen jaksotus

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 before moving in to project section!

PROJECT SECTION
Conducting a service design challenge for RDI-project. This will be done in project teams.

Theory section consist one meeting in Zoom.
Project part consist sessions at Leppävaara campus.
Participation to the lessons is highly recommended due to team work. Mandatory participation is informed in Canvas.

Project includes online work in teams in the Double Diamond development phases:
*Discover
*Define
*Develop
*Deliver
-Final presentations
-Self- and peer evaluation in Canvas.

Arviointiasteikko

H-5

Lisätiedot

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

The quality of the study unit implementation has been assessed and the self-evaluation report is available for example in Canvas or Teams.