Study Guide

Objective

After completing the course the student is able to
- explain the principles of user-centric service design
- describe the process of service design
- use the methods of service design
- carry out a service design project

Content

- Principles and processes of service design
- Methods of service design
- User-centric service planning

Materials

Literature:

- Polaine, A., Løvlie, L. & Reason, B. 2013. Service design: from insight to implementation. Brooklyn, NY: Rosenfeld Media.

- Morelli, N., de Götzen, A. & Simeone, L. 2021. Service Design Capabilities. Cham, Switzerland. Springer Series in Design and Innovation.

- Stickdorn, M., Hormess, M.E., Lawrence, A., Schneider, J. 2018. This Is Service Design Doing: Applying Service Design Thinking in the Real World. O'Reilly Media. (www.thisisservicedesigndoing.com)

Lecture materials shared by the teacher

Articles

Teaching methods

Lectures
Individual assignments
Group work
Workshops
Project work
Presentations
Guest speaker(s)
Self- and peer evaluation

Exam schedules

There is no exam.

International connections

Innovation pedagogy
Group work
Project work

Completion alternatives

None.

Student workload

The course is 5 ECTS of which corresponds to 135 working hours.

Division of workload:
Contact lessons: 24 h
Distant studies: 111 h
- Service design project: 97 h
- Individual assignment: 12 h
- Self- and peer evaluations: 2 h

Content scheduling

The course starts during the week 39 and ends in the week of 49.

Content of the study unit:
- Service design concept and terminology
- Principles and processes of service design
- Methods and tools of service design

Further information

Itslearning and email.

Evaluation scale

H-5

Assessment methods and criteria

Individual work will be assessed by the following criteria:
• Use of service design methods and tools
• Quality of the documentation and deliverables
• Coverage: parts of the assignment according to task instructions
• Visuality/clarity: diagrams and illustrations are clear and understandable
• Presentation: deliverables are presented in a coherent way and clearly, design of the visual presentation is adequate

Group work will be assessed by the following criteria:
• Use of service design methods and tools
• Quality of documentation
• Coverage:
• Parts of the assignment according to task instructions
• Visuality/clarity: diagrams and illustrations are clear and understandable to the client
• Conclusions made based on the conducted service design work: how the findings are implemented into recommendations
• Presentation: deliverables are presented in a coherent way and clearly, design of the visual presentation is adequate

The study unit is assessed on scale 0-5.

The following, weighted components affect the grade:
- Individual assignments (individual task, presentation) 40 %
- Group work (project assignment) 60 %

Returning the assignments on time affects the grade.

Self- and peer assessments affect to the grade, too.

Attendance activity can raise or lower the grade.

Assessment criteria, fail (0)

The student has not returned individual assignments and/or has not been participating to group work.

Assessment criteria, satisfactory (1-2)

The outcomes have some merits, fulfill the assessment criteria to some extent. Application of service design theory and methodology is fragmented. Presentation is scattered and carried in an unclear way. Design of the visual presentation is disorganized or unfinished. Group work deliverables lack customer-orientation and are hardly applicable for the client.

Assessment criteria, good (3-4)

The outcomes have some merits, fulfill the assessment criteria to large extent. All deliverables have been returned on time. Good application of service design theory and methodology. Presentation is clear and carried in a understandable way. Design of the visual presentation is illustrative. Group work deliverables are customer-oriented and potentially applicable for the client.

Assessment criteria, excellent (5)

The outcomes have several notable merits, taking into account the assessment criteria. All deliverables have been returned on time. Excellent application of service design theory and methodology. Presentation is clear and carried in a coherent way. Design of the visual presentation is illustrative and appealing. Group work deliverables are customer-oriented and easily applicable for the client.