Service Design Process (10 cr)

Evaluation scale

0-5

Objective

The student knows the different stages of the service design process as well as the relevant research and development tools in terms of service design. Together with customers, he/she is able to design innovative service offerings that provide story-driven multi-sensory experiences.
For each service product, he/she evaluates the usability, value generation, meaningful experience, and has the ability to link it to the company brand. He/she is able to improve his/her creative ability and innovate customer-centric services. He/she can operate in a project.

Content

Service design process
Tools for service design and innovation
Project work
Story-driven multi-sensory experiences
Creative methods

Location and time

1.10.20- 31.3.21
Optima -learning environment

Materials

Tuulaniemi, J. 2011. Palvelumuotoilu. Helsinki: Talentum
Koivisto, M., Säynäkangas, J., Forsberg, S. 2019. Palvelumuotoilun bisneskirja. Alma Talent.
Kalliomäki, A. 2014. Tarinallistaminen: Palvelukokemuksen punainen lanka. Talentum.
https://issuu.com/st_moritz/docs/pa2servicedesign/4

https://janet.finna.fi/Record/jamk.992445554806251
https://janet.finna.fi/Record/jamk.993471004806251

Teaching methods

Lectures
Assignments
Independent study
Teamwoek
Workshops

Employer connections

Visiting lecturers

Exam schedules

Online exam during weeks 42-46.
Students have the opportunity to retake the exam twice. Repetitions are agreed with the group.

Completion alternatives

Acceptance (replacement and inclusion)
Identifying and recognizing skills acquired in other ways
Studying
More detailed instructions can be found in the degree regulations and study guide.

Student workload

Project work (150 h), lectures (60 h) and remote learning (60 h)

Assessment criteria, satisfactory (1)

Grading scale 0–5
1 (Adequate)
The student recognises the service design process and uses tools. The student is able to evaluate the customer-centric nature of products. The student works in a project but does not meet the goals.
2 (Satisfactory)
The student has a narrow view of product development.
The student recognises the service design process and is able to utilise the basic tools. He/she is able to evaluate the success factors involved with products. He/she can work in a project with a team and takes care of his/her duties. He/she can identify what interferes with his/her creative ability.
3 (Good)
The student understands the service design process and is able to use the tools comprehensively. The student is able to evaluate the success factors, and innovation business opportunities. He/she is competent in project work and works effectively towards meeting the project goals. He/she is able to improve his/her creative ability.
4 (Very good) The students understands the service design process and is able to use tools competently and innovatively. The student is able to evaluate the success factors and business innovations. He/she is able to determine creative and responsible solutions to problems. He/she can manage projects responsibly. He/she is able to improve his/her creative ability.
5 (Excellent)
The student can modify the service design process as necessary and use tools in a and creative way. The student is able to evaluate critically the success factors and business opportunities. He/she works responsibly and is able to anticipate problems related to the project and its result. He/she can manage projects in an efficient and inspiring way, utilise the competence of the team optimally and determine creative solutions to problems.
Recognition of Prior Learning: Prior Learning Recognition procedures are described in the Degree Regulations and in the Study Guide. The teacher of the course can provide more information on any special practices related to the course.
Prior Learning Recognition procedures are described in the Degree Regulations and in the Study Guide. The teacher of the course can provide more information on any special practices related to the course.

Assessment criteria, good (3)

3 (Good)
The student understands the service design process and is able to use the tools comprehensively. The student is able to evaluate the success factors, and innovation business opportunities. He/she is competent in project work and works effectively towards meeting the project goals. He/she is able to improve his/her creative ability.
4 (Very good) The students understands the service design process and is able to use tools competently and innovatively. The student is able to evaluate the success factors and business innovations. He/she is able to determine creative and responsible solutions to problems. He/she can manage projects responsibly. He/she is able to improve his/her creative ability.

Assessment criteria, excellent (5)

The student can modify the service design process as necessary and use tools in a and creative way. The student is able to evaluate critically the success factors and business opportunities. He/she works responsibly and is able to anticipate problems related to the project and its result. He/she can manage projects in an efficient and inspiring way, utilise the competence of the team optimally and determine creative solutions to problems.

Qualifications

The student understands the basics in management of business, service, and production processes and is able to evaluate the opportunities and challenges provided by an operating environment. He/she can evaluate the profitability and customer-oriented nature of tourism, catering and facility services.

Further information

Guiding feedback, developmental evaluation
Peer feedback, peer review
Self-assessment