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

MAIN THEMES AND CONTENTS OF THE COURSE

• Principles of service design process and tools in theory and practice
• Developing the service design concept based on a real business assignment by partner organization
• Use of AI in a Service Design Process

Structure and implementation of the course (PART 1 AND PART 2):

ORIENTATION session in Zoom Mandatory 5.2.2025 15.00-16.00.

PART 1. SERVICE DESIGN THEORY -COURSE IN CANVAS (3 ECTS) – INDIVIDUAL STUDY between (3.2. Canvas course open) 3.2.-16.3.2025.
-> IMPORTANT NOTE! SUCCESSFUL COMPLETION OF PART 1. THEORY-COURSE BY 27TH SEPTEMBER 2024 IS A PRE-REQUISITE FOR PARTICIPATION TO THE PART 2. PROJECT! THE STUDENT WILL NOT BE ACCEPTED TO THE PART 2 PROJECT, IF THEORY-COURSE HAS NOT BEEN SUCCESSFULLY COMPLETED!

PART 2 SERVICE DESIGN PROJECT (7 ECTS) - IN LEARNING TEAMS between 19.3.-6.5.2025 + Return of Portfolio and Buddy Check by 25.5.2025 (Client Pitch presentations 6.5.2025!)
-> Project will be carried out in learning teams including kick off, five (5) project guidance sessions, project presentation session and returning the final portfolio, Buddy Check Self and Peer evaluation.
The learning teams will work both in the project guidance sessions and between the guidance sessions according to the schedules agreed by the learning teams themselves. Minimum 2/3 of team members mandatory presence in guidance sessions.
We will utilize the Miro online-platform during the whole Part 2 Design project work.

Learning teams will develop a service concept for an organization provided by the instructors. Learning teams will be established at the beginning of Part 2.

Location and time

Project’s guidance and working sessions can be viewed in Timetable Engine / Tuudo. Communication practices are agreed on a project-specific basis.

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
https://laurea.finna.fi/Record/nelli01.4100000002045871

Further references to be announced when the course starts.

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 the student intranet.

Co-operation with working life and/or RDI

Student teams will develop a service concept for an organization/company provided by the instructors.

Important dates

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

Forms of internationality

The study unit is suitable for exchange students.

Students workload

One credit equals approximately 27 hours of work performed by the student.

Content and scheduling

You will learn what service design is in theory and you are able to use the service design tools and methods in practise with the project organization. You will use tools and methods such as: desk research, contextual interviews, persona, customer journey, ideation tools, voting and deciding, concept creation and business model canvas.

Further information for students

According to the degree regulations (section 18) “students must be present in the first contact session 5.2.2025 at 15.00-16:00 Zoom: Kick-off and Orientation to the Course 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.” The first contact session is MANDATORY to all students.

NOTE: Participation in all contact sessions is mandatory. If you cannot join, send a message to the facilitators at least 1 day in advance. It is also very important, that you agree on your possible absence with your project team in advance and your plan how you will compensate for your absence to your project team. Each team must have minimum /2/3 participants in each session.

Grading scale

H-5

Evaluation methods and criteria

Individual assignments: 30%, scale 1-5
Team assignment 70% scale 1-5

Obligatory Self- and peer assessment (using the Buddycheck tool) are part of the evaluation.

In this study unit the assessing of the competences will be done by using the criteria set for requirement level II.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING

To achieve grade 5 student must be able to
- analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge

To achieve grade 3 student must be able to
- critically evaluate information and justify their actions with science-based knowledge

To achieve grade 1 (or pass) student must be able to
- 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

To achieve grade 5 student must be able to
- 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

To achieve grade 3 student must be able to
- propose creative solutions at work
- promote professional co-operation and enhance customer and partner relationships

To achieve grade 1 (or pass) student must be able to
- 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

To achieve grade 5 student must be able to
- 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

To achieve grade 3 student must be able to
- 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

To achieve grade 1 (or pass) student must be able to
- describe the significance of his/her actions for successful co-operation
- describe his/her competence in relation to the learning outcomes

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. (Laurea degree regulations.)

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed.