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

Location and time

Scedule to be announced later

Materials

Reason, B., Lövlie, L., Flu,M. 2016. Service Design for Business – A Practical Guide to Optimizing the Customer Experience.Wiley, New Jersey
Ebook: https://ebookcentral.proquest.com/lib/laurea/detail.action?docID=4305714#

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

The key content of this study unit
- principles of service design process and tools, theory and practice, how a service design concept can be developed for a real company case, either for students' own organization or case provided by Laurea
- 30% of the assignments are individual and 70% for the team (service design project)
- main part of the studies is service design project, divided into 4 development phases, each taking around 2 weeks.
- each phase includes both individual and team tasks, which must be completed by given dates, and which coaches (teachers) evaluate and comment in each phase.
- there are online-sessions, one for each development phase, plus final session related to the project outcome evaluation and further development.
- each online-session includes: introduction to the phase and coaching based on need
- project work requires tight co-working in teams, using skype and other virtual communication tools, but also face-to-face activities, e.g. interviewing of potential customers, testing of prototypes / service concept with different stakeholders.
- efficient time management is required.

Employer connections

Student teams (4 persons per team) will develop a service concept either for their own company / organization or they can choose given project case (provided by Laurea). More information will follow via email.

Exam schedules

Schedule and return dates are announced later.

Completion alternatives

No options

Student workload

10 ects 270 hours

Content scheduling

TBA

Evaluation scale

H-5