Service Design and Development (5 cr)

Evaluation scale

Pass/Fail

Content scheduling

Introduction to Service Design: the course starts with a preliminary assignment
Five webinars, between which the project will be worked on in a group.
The course also includes weekly tutorials, in which participation is voluntary. These times will be announced in the course workspace at the beginning of the course.

An important part of the course is a group-based, work-based service design project, to which the student must be able to commit. Students can choose a project topic from a set of assignments or bring in their own suitable topic. The project team will determine the working hours for the project work.

Objective

The purpose of the course
The purpose of this course is to provide knowledge and skills to utilize service design and customer-centered approach in development activities at private, public and non-governmental organizations. The course focuses on methods and the stages of the service design process.

Competences
Operating in a workplace
Learning to learn
Proactive development
Sustainable development

Learning outcomes
After completing the course you will understand mechanism of customer experiences and be able to describe the service design process and its methods and to use them in development activities. You can justify the need for development based on evidence and understand the importance of customer experience in development. You know how to apply the process and methods of service design in customer-oriented working life development activities.

Content

Orientation to the service design thinking
Service design process
Customer orientation as a starting point for service design
Service design methods and tools
Utilization of service design in development activities

Location and time

HYVINVOINTIYKSIKKÖ

Materials

Huom. Kirjoja käytetään opiskelussa soveltuvin osin ja tarvepohjaisesti.

Koivisto, M., Säynäjäkangas, J., & Forsberg, S. (2019). Palvelumuotoilun bisneskirja. Alma Talent.

Pakarinen, A., & Pakarinen, A. (2023). Design thinking in healthcare: From problem to innovative solutions (1st ed. 2023.). Springer Nature Switzerland AG. https://doi.org/10.1007/978-3-031-24510-7

Stickdorn, M., & Stickdorn, M. (2018). This is service design doing: Applying service design in the real world : a practitioner's handbook (First edition.). O'Reilly Media, Inc.

+ muu opintojaksolla ilmoitettu aineisto.

Teaching methods

Webinars
Project work in a group
Independent individual work
Learning tasks: learning diary and project work

Employer connections

Työelämälähtöinen palvelumuotoiluprojekti (ryhmätyö)

Student workload

The course load is distributed as follows:

1. Preliminary assignments 0,5 ECTS. 1.5 hours of coursework 1. assessment pass/fail.
2. participation in webinars + preparation for them 41 credits. Attendance at webinars is compulsory.
3. project work in small groups 3,5 credits, poster. Assessment pass/fail.
4. Learning portfolio (work included in all course activities). Assessment pass/fail.
5. self-assessment

Total 135 h

Assessment criteria, satisfactory (1)

Evaluation Pass/Fail

Pass:
The student can describe the service design process and its key methods and justify their choice based on evidence. The student knows how to apply the service design process and its methods in a goal-oriented manner in the development of working life. The student understands the factors influencing the formation of the customer's experience and knows how to use them in development activities based on evidence.

Further information

Reflective self-evaluation, peer evaluation, continuous feedback and summative final evaluation.

1. Assessment of pre-assignments and weekly assignments approved/completed
2. Participation in webinars / Absence: in-depth discussion and reflection on the topic in the learning portfolio.
3. project work in small groups Assessment passed/failed.
4. Learning portfolio and self-assessment pass/fail.