Service Design Process (5op)

Tavoitteet

The student is able to:
- describe how value is created for the customers through service
- describe the service design process
- recognize and apply service design tools and methods in practice

Toteutustapa

The course is supported by a learning environment built in Canvas. It includes both self-study materials and assignments, as well as scheduled teaching sessions held on campus and online. Online sessions are recorded and can be watched afterwards. The course also includes a group work, where student teams create a small service design portfolio based on the self studied material.

Toteutuksen valinnaiset suoritustavat

According to the Degree Regulations (2024), students have the right to apply for recognition of prior learning, regardless of where, how, or when the competence has been acquired.

At Laurea, recognition of prior learning is carried out in two ways:
a) Credit transfer – for studies completed at another higher education institution
b) Demonstration of competence – for competence acquired in other ways

The student is responsible for starting the process and for proving their competence. More information about credit transfer and demonstrations of competence can be found in the student intranet.

Työelämäyhteistyö ja/tai TKI

Small service design project for a business partner.

Toteutuksen tärkeät päivämäärät

According to the Degree Regulations (2024), students must confirm their participation within one week of the course start, in the manner instructed by the teacher. In this course, participation is confirmed by introducing oneself and outlining course expectations on the Canvas learning platform as instructed. Failure to confirm participation will result in cancellation of enrollment, and the place may be offered to another student.

Kansainvälisyys toteutuksella

The course language is English and as exchange students can also participate, the course increases networking possibilities among students from various backgrounds.

Opiskelijan ajankäyttö ja kuormitus

The workload of the study unit is structured so that one ECTS credit corresponds to an average of 26.7 hours of student work required to achieve the intended learning outcomes. The actual time needed may vary between individuals, for example due to prior knowledge.

Sisältö ja sen jaksotus

This course introduces the essentials of service design and how it creates meaningful value for customers. You will learn to understand and articulate how services generate value, explore the key phases of the service design process, and gain hands-on experience with proven tools and methods. Through practical exercises and real-world examples, you will develop the ability to recognize, select, and apply service design techniques that enhance customer experiences and drive business success.

By the end of the course, you will be able to:

- Explain how value is created for customers through service

- Describe the service design process from start to finish

- Apply service design tools and methods in practical contexts

Arviointiasteikko

H-5

Arviointimenetelmät ja arvioinnin perusteet

In the assessment of the study unit, the criteria of competence assessment framework level II for bachelor’s degree students are applied, as described below.

Professional knowledge base, information retrieval and reporting

At grade 5 level, the student is able to:

analyze acquired information, draw conclusions, and integrate theoretical and experiential knowledge

At grade 3 level, the student is able to:

critically evaluate information and justify their actions based on researched knowledge

At grade 1 (pass) level, the student is able to:

consistently use professional terminology and demonstrate familiarity with the knowledge base

report and communicate in a professional manner

Professional practice and development of working life

At grade 5 level, the student is able to:

assess the applicability and impact of produced knowledge, skills, or ideas in other contexts

anticipate the needs of clients and/or partners

At grade 3 level, the student is able to:

propose solutions to professional tasks by utilizing creativity

promote professional collaboration and develop customer or partner relationships

At grade 1 (pass) level, the student is able to:

work independently, considering the operational environment

take responsibility for interacting with clients and/or partners and responding to their needs

Teamwork skills, leadership and responsibility

At grade 5 level, the student is able to:

evaluate and develop the group’s entrepreneurial and responsible approach to work

assess opportunities to utilize competence and plan their own and the group’s development

At grade 3 level, the student is able to:

promote the group’s entrepreneurial and responsible approach to work through their actions

describe the development of their own competence in relation to the learning outcomes of the study unit

At grade 1 (pass) level, the student is able to:

describe the significance of their own actions for successful collaboration

describe their competence in relation to the learning outcomes of the study unit

“A student who has not demonstrated their competence at the level required by the assessment criteria must supplement or retake their performance in the manner and within the time set by the course teacher. If, despite the opportunity to supplement, the student does not achieve a passing grade, they must retake the course as agreed with the teacher.” (Degree Regulations 2024.)

All members of the Laurea community are expected to follow good scientific practices, including proper referencing. Familiarize yourself with these practices and ask if you need clarification. All assignments are to be completed individually unless otherwise instructed. The teacher will provide separate information on the use of plagiarism detection in the evaluation of assignments.