Study Guide

Objective

* deepens hers/his insight in service design methods and processes from service providers point of view
* is able to engage organisations in co-design to create opportunities for service development processes
* is able to apply co-design with organisations and their customers for innovation and business development
* works proactively and creatively and is able to analyse, start and implement development processes in service design projects
* is able to work in different communicative and interactive situations in multidisciplinary teams also as a team-leader

Content

- engagement of a service provider in a service design project
- analysing the organisation's services with the commissioner to find out areas in need of development
- co-design with staff members and other stakeholders
- facilitating workshops and using other participatory methods
- developing Business Model Canvas
- developing Service Blueprint (including customer segments / personas)

Materials

Masters theses:

Aromaa, S. 2018. Group Workshops as a Tool in Development of a New, Digital Service – Case Neighbour Food.
https://www.theseus.fi/bitstream/handle/10024/151516/Aromaa_Sanni.pdf?sequence=1&isAllowed=y

Lähteenmäki, S. 2010. Designing a New Generation Online Community for Telia Finland.
https://www.theseus.fi/bitstream/handle/10024/172443/Susanna-Lahteenmaki-Service-Design-Online-Community-Telia-2019.pdf?sequence=2&isAllowed=y

Rainio, I. 2014. Co-created Corporate Story - Creating a Concept for Engaging Staff into Change Implementation. Laurea UAS. 2014.
https://www.theseus.fi/handle/10024/82186

Salmelin, A. 2014. Successful Service Development in the Public Sector: a Case study of a Service Design Project Carried out in Short-Term Care Services in the Town of Turku. Laurea UAS. 2014.
https://www.theseus.fi/handle/10024/78590

Literature:

Curedale, R. 2013. Service Design. 250 Essential Mehtods. Design Community College Inc.

Holmlid, S., Mattelmäki, T., Visser, F.S & Vaajakallio, K. 2015. Co-creative Practises in Service Innovation. In The Handbook of Service Innovation. (Eds. Agarwal, R., Selen, W., Roos, G. & Green, R). Springer. 545-574.

Kantojärvi, P. 2012, Fasilitointi luo uutta. Menesty ryhmän vetäjänä. Talentum.

Lockwood, T. 2009. Design Thinking. Integrating Innovation, Customer Experience, and and Value. Allworth Press. 145 - 172.

Martin, B. & Hanington, B. 2012. Universal Methods of Design. Rockport.

Miettinen, S. & Valtonen, A. 2013. Service Design with Theory. Discussions on Change, Value and Methods. Lapland University Press.

Miettinen, S. 2011. Palvelumuotoilu - uusia menetelmiä käyttäjätiedon hankintaan ja hyödyntämiseen. Teknologiainfo Teknova Oy. 77 - 103.

Naranjo-Bock, C. 2012. Creativity-based Research: The Process of Co-Designing with Users.
https://uxmag.com/articles/creativity-based-research-the-process-of-co-designing-with-users

Nielsen, D. 2003. Idéer. Kreativa verktyg och metoder för idé och konceptutveckling.

Sanders, E. & Stappers, P.J. 2008. Co-creation and the New Landscapes of Design.
http://www.tandfonline.com/doi/full/10.1080/15710880701875068

Sarvas, R., Nevanlinna H. & Pesonen, J. LEAN SERVICE CREATION. The Handbook for LSC canvases (ver 1.7). www.leanservicecreation.com

Stickdorn, M. & Schneider, J. 2011. This is Service Design Thinking. Basics - Tools - Cases. John Wiley & Sons Inc.

Teaching methods

- The course will be carried out as a service development project. The objective of the project is to concentrate on co-design with stakeholders.
- The project can be done for current research and development projects at the universities.
- Working with another commissioner is also possible.
- Also group work is possible.

Learning methods:

- pre-task
- contact and distance learning
- lectures
- group work
- workshops and exercises
- service development 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. The service design project work is done in collaboration with a commissioner. Peer learning is an essential part of the learning process. The student group is international.

Student workload

Work load approximately:
- contact sessions: ca 16 h
- distance studies: ca 120 h
Dimensioning of the student work:
Pretask 8h
Project plan 5h
Research and service design project 82h
Presentations and process portfolio 20h
Peer feedbacks 5h

Content scheduling

Spring 2020:
Pretask 20.1.2020 until returning of the process portfolio 31.3.2020

Contact studies:
7.2.2020 at 8.30-12.00
8.2.2020 at 8.30-12.00
6.3.2020 at 8.30-12.00
7.3.2020 at 8.30-12.00

Further information

The course is based on previous service design studies, The basics in service design processes and methods are obligatory.

Evaluation scale

H-5

Assessment methods and criteria

1) The 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 for the process portfolio:
- Depth of theoretical and analytical approach
- Applying of research and service design methods for innovative problem solving
- Engagement of stakeholders in the development process
- Informativeness and visualisation of the process portfolio

2) Analysis of a master’s thesis.

3) Active participation and interaction in the group work.

4) All the required tasks returned in time.

Lecturers´, self and peer evaluation.

Assessment criteria, fail (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