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

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

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, 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: 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.