Service Design (5 cr)

Evaluation scale

0-5

Content scheduling

Preliminary schedule:
W 2 Pre-assignment, no lecture
W 3 Lecture
W 4 Lecture
W 5 Lecture
W 6 Group working, Zoom-support
W 7 Lecture
W 8 Lecture, Zoom-support
W 9 Holidays
W 10 Lecture
W 11 Lecture
W 12 Group working, Zoom-support
W 13 Lecture
W 14 Group working, Zoom check-up for every group
W 15 Presentations
W 16 Presentations
W 17 Peer-evaluation, course feedback
W 18 Presentations

Objective

The object of the course
The object of the course is to provide capabilities for the development of services by means of service design.

Competences
Proactive development
Sustainable development
Operating in a workplace 

The learning objectives of the course
You understand the concept and principles of service design in the development of services. You learn the methods of the service design process and customer-oriented development. You gain the capabilities to apply these in development projects of companies and communities and learn to set indicators for the assessment of success. You study the principles, process and tools of service design. After that, you will plan a development work to be carried out in accordance with the service design process. In development work, you apply the basic tools of service design. You propose indicators for assessing the success of service design.

After completing the course, you are able to explain the main principles of design activities and key objectives of service design, specify the key stages and methods of the service design process, use the basic methods of service design in different development tasks, and set indicators for assessing the success of the development work.

You are able to work in a goal-oriented way in a group, present and report the results of your work in accordance with the JAMK guidelines, and reflect upon your own development.

Content

Service design as a concept
Significance of service design
Service design process
Service design tools
Assessment of service design results
Service design metrics

Location and time

Course will be executed during week 2-19 2024
Learning space: Moodle

Materials

Stickdorn, M. & Schneider, J. This is service design thinking Amsterdam: BIS Publishers 2011.
ISBN 9781118156308, print ISBN 978-90-6369-279-7, e-book

Koivisto, M., Säynäjäkangas, J. & Forsberg, S. Palvelumuotoilun bisnesskirja. Helsinki: Alma Talent 2019ISBN 9789521435775, printed ISBN 978-952-14-3579-9, e-book

Teaching methods

Class room teaching,support webinar and group work
The classes are during time day, but an alternative way to study will be offered to IY-students

Exam schedules

No exam.

Completion alternatives

Recognition of Prior Learning and Experience
Accreditation
Recognition of informal learning
Studification

More information in the degree regulations and the study guide.

Student workload

Lectures 22 h

Group work 113 h

Group work should be started right after the case assignment brief. It is worked upon every week during the lessons. Teacher and peers will give feedback through the process. In addition, there is a separate support lesson for finalizing the group work.

Assessment criteria, satisfactory (1)

Adequate 1
You know the main concepts, theories and methods of service design. You present development suggestions. You work in different problem solving situations independently and according to given instructions. You take responsibility for your work. You find self-evalution of your work hard. Your reporting is illustrative but contains some illogicalities and shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying with JAMK reporting instructions.

Satisfactory 2
You understand the main concepts, theories and methods of service design. You can present applicable solutions. You have the practical skills to survive known situations. You can co-operate responsibly in a group and take responsibility of your peer's work. Your reporting is logical and illustrative but has some shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying JAMK reporting instructions.

Assessment criteria, good (3)

Good 3
You can analyse the main concepts and theories of service design in your conclusions. You can combine different knowledge, skills and methods in service design problem solving situations. You can analyse and compare results and present an applicable solution based on them. You manage the practical skills you need to work independently as well as are able work in a goal-oriented way in groups. You can analyse and reason your expertise and improvement points in service design. Your reporting is coherent, justifiable and illustrative. Your text is structured and there occurs occasional language and style errors. You follow JAMK reporting instructions.

Very Good 4
You can evaluate, analyse and utilise the main concepts and theories of service design in your conclusions. You can evaluate and explain the results and the process leading to them. You can present applicable conclusions and development suggestions. You possess practical skills in which you apply the knowledge. You can organise the work of the community and take responsibility for the group tasks. You disclose and rationalise your perspectives. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You take responsibility for the development of the group and the individuals in it. You can analyse your expertise in different sectors reflectively. Your reporting is logical, analytical and professional. Your text is structured, fluent and mainly error-free. You follow JAMK reporting instructions.

Assessment criteria, excellent (5)

Excellent 5
You can critically evaluate and utilise the main theories, concepts and methods. You evaluate, analyse and compare the process, results and recommendations in relation to set objectives and criteria. You possess the practical skills to develop the operations. You lead in a goal-oriented way, by taking responsibility for the tasks in complicated problem solving situations. You take responsibility for the development of the group and the individuals in it. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You reflect the develop of your expertise critically and comprehensively. Your report cogently, presenting a logical and clear entity. You show critical thinking and your text is argumentative and almost error-free. You follow JAMK reporting instructions.

Qualifications

Basics of service management.

Further information

Assessment on the scale 1-5 based on the group work and peer-review.

The attendance will be checked three weeks after the start of the implementation. During this time, the student must demonstrate their activity by joining the group required for group work in the Moodle workspace. Otherwise, the student's registration in Peppi will be rejected.

AI applications can be used in the implementation to assist, for example, in topic selection and brainstorming key themes, planning the structure of the work, and designing and brainstorming information retrieval. If you utilize AI in learning tasks, its use must be described, for instance, in the introduction chapter. Specify which AI applications (e.g., ChatGPT, Copilot, Gemini, DeepL, Grammarly) you are using and how they have been applied (e.g., assisting in information retrieval, brainstorming, language checking, translating, visualizing). If you reference the AI application as a software or a conversation you’ve had with the AI application, use Jamk's reporting guidelines.


Plagiarism and AI detection are used in all assessed course work. Any use of AI should be referenced and cited accordlngly.