Study Guide

Objective

* utilises service design processes as an iterative method of work
* is able to put in practise established, research-based service design methods
* is able to visualise different stages of service design processes

Content

Content:
- Service Design Process:
- starting points, definition
- indentification of customer's problems and needs
- strategic planning
- engagement, co-design
- design (idea generation, conceptdesign, prototyping)
- service production
- piloting and launching
- evaluation

Service Design Methods:
- mind map
- user oriented methods (i.e. personas, a day in a life, probes, observation, interviews, story board, story telling, design games)
- visualisation
- scenarios
- Service Concept
- Service Blueprint
- Business Model Canvas

Location and time

Autumn 2018 . Henrikinkatu 7, Turku, Novia´s premises.

Materials

Clark. T., Pigneur, Y.& Osterwalder, A. 2010. Business model generation: a handbook for visionaries, game changers, and challengers. John Wiley & Sons.
Clark, T., Pigneur, Y. & Osterwalder, A. 2012. Business model you: a one-page method for reinventing your career . John Wiley & Sons.
Curedale, R. 2013. Service Design. 250 essential methods. Design Community College.
Kimbell, L. 2014. The Service Innovation Handbook. Action-oriented creative thinking toolkit for service organizations. Templates cases capabilities. BIS Publishers.
Martin, B. & Hanington, B. 2012. Universal Methods of Design. Rockport Publishers.
Osterwalder, A. 2014. Value proposition design: how to create products and services customers want. John Wiley & Sons.
Polaine, A., Løvlie, L. & Reason, B. 2013. Service design: from insight to implementation. Brooklyn, NY:Rosenfeld Media.
Stickdorn, M., Schneider, J. 2011. This is Service Design Thinking. John Wiley & Sons.
Stickdorn, M., Hormess, M., Lawrence, A. & Schneider, J. 2018. This is Service Design Doing. O´Reilly Media.
http://www.servicedesigntools.org/
http://sdt.fi/materiaali/ServiceDesignToolkit_english.pdf
https://canvanizer.com/

Teaching methods

Working methods:
- contact and distance learning
- lectures
- group work
- service design project work for a commissioner
- presentations
- peer feedback
- active participation and interaction in group work

International connections

The whole course is based on innovation pedagogy, as described before. The student group is international.

Completion alternatives

According to the principles for credit transfer.

Student workload

Brief from a commissioner 4h
Project plan 8h
Research and service design project 70h
Process portfolio 20h
Peer feedbacks 5h
Presentations 4h
Work load approximately 135 h:
- contact sessions: ca 24 h
- distance studies: ca 111 h
The learning process timeline will be given separately in a task paper.

Content scheduling

Autumn 2019
Service Design Project - adapting theory to a real working life project with a commissioner.
Service Design Process:
- starting points, definition
- indentification of customer's problems and needs
- strategic planning
- engagement, co-design
- design (idea generation, concept design, prototyping)
- service production
- piloting and launching
- evaluation
Service Design Methods and Tools:
- mind map
- user oriented methods (e.g. personas, a day in a life, probes, observation, interviews, story board, story telling, design games)
- visualisation
- scenarios
- service concept
- Service Blueprint
- Business Model Canvas
.

Further information

The contents are based on Service Design in Businesses and Society course.
Katajamäki´s and Vartama´s lessons are in Novia premises, Henrikinkatu 7. Seppälä´s lessons (9.11.2019) are in TUAS premises, Sepänkatu 1.

Evaluation scale

H-5

Assessment methods and criteria

A process portfolio, which describes the progress of the whole process from the brief to the end with different research and service design development stages. It consists of text and visualized perception material and other documents necessary for the reader to be able to understand the process.
Assessment criteria:
- Development process of the ideas to a service concept
- Applying of different service design methods to gain versatile knowledge for the project
- Informativeness and visualisation of the process portfolio and the appendices
- Active participation and interaction in the group work.
- All the required tasks returned in time.
Teachers´ assessment, self and peer assessment, scale 0-5

Assessment criteria, fail (0)

Failed 0
Quantity: the work is not completed and or,
Quality: the minimum content requirements are not met

Assessment criteria, satisfactory (1-2)

Sufficient 1
Theory and methodology are poorly understood and implemented in real life project
Research, service design, communication and documentation are hardly acceptable
Active participation
Satisfactory 2
Appear to grasp theory and have made a start in showing its applicability in real life project
Research, service design, communication and documentation are acceptable
Active participation

Assessment criteria, good (3-4)

Good 3
Understanding of theory and applicability of methods in real life project, but work could be stronger
Research, service design, communication and documentation are good
Active participation
Very Good 4
General understanding of theory and methods, very good implementation in real life project
Reliable research, innovative service design and communication and documentation on good level
Very active participation

Assessment criteria, excellent (5)

Excellent 5
Mastery of theory and methods, proficiency of implementation of them in real-life project
Outstanding research, innovative service design and excellent communication and documentation
Very active participation