Service Design and Development (5cr)

Evaluation scale

Pass/Fail

Content scheduling

Introduction to Service Design: the course starts with a preliminary assignment

The course consists of five webinars, during and between which the project is worked on in groups. Participation in the webinars is compulsory. Please do not register for the course if you are unable to commit to the meetings.

A significant 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 will be worked on both during and between webinars. The independent working time on the project work will be determined by the project team.

Objective

Purpose of the course
The purpose of the course is to enable students to use the customer-centred approach of service design in the development activities of private, public and third sector organisations. The course focuses on the stages of the service design process and the methods applied to them.

You can apply the process and methods of service design to solve challenging development challenges in working life.
You can analyze and critically evaluate the applicability of service design in solving different development challenges.
You will be able to apply and combine service design methods and tools in the development of complex service packages.
You will be able to lead customer-oriented development, considering the importance of customer experience.
Lead and develop the service design process in multidisciplinary project teams and networks.
You will be able to communicate as an expert in a service design project with networks, stakeholders and the multidisciplinary project team.
Create and lead an experimental and participatory development culture that supports innovation and sustainability.
You will be able to analyze and anticipate changes in business environments and identify areas for development that can be addressed through service design methods.
You will be able to use research knowledge to justify, anticipate and target development needs.
You can use AI responsibly in the different phases of the service design process.

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

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
HUOM! Webinaarit ovat läsnäolovelvollisia.
ZOOM: https://jamk.zoom.us/j/63640435662

05.02.2026 16:00–19:00 Palvelumuotoilu kehittämistoiminnassa Viikko 6
19.02.2026 16:00–19:00 Palvelumuotoilu kehittämistoiminnassa Viikko 8
05.03.2026 16:00–19:00 Palvelumuotoilu kehittämistoiminnassa Viikko 10
19.03.2026 16:00–19:00 Palvelumuotoilu kehittämistoiminnassa Viikko 12
09.04.2026 16:00–19:00 Palvelumuotoilu kehittämistoiminnassa Viikko 15

HUOM! Webinaarit ovat läsnäolovelvollisia.

Materials

Note: Books are used in the course of study as appropriate and on a needs basis.

Koivisto, M., Säynäjäkangas, J., & Forsberg, S. (2019). Service design business book. 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 ed.). O'Reilly Media, Inc.

+ other materials indicated in the course.

Teaching methods

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

Employer connections

Work-based service design project (group work)

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. self-assessment

Total 135 h

Assessment criteria, approved/failed

Pass:
You will analytically and evaluatively apply the service design process and methods to the project in an appropriate and reasoned manner.
You will manage and develop the project responsibly, considering the importance of customer experience in the development process.
You will lead and facilitate the service design process in multidisciplinary project teams and networks in a goal-oriented manner.
You will communicate clearly and effectively as an expert in the service design project to networks, stakeholders and the cross-disciplinary project team.
You will create an experimental and participatory development culture that supports innovation and sustainability.
Use research to justify development needs, anticipate and target development activities.
Use AI responsibly

Fail:
Does not meet the criteria for pass.

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: to be agreed on a case-by-case basis with the teacher before the webinar.
3. project work in small groups Assessment approved/failed.
4. Self-assessment pass/fail.