Study Guide

Objective

After completing the course, the student is able to:

- understand and apply the design thinking process as an iterative way of working

- reflect the possibilities that service design thinking enables as a holistic, interdisciplinary, innovative and sustainable approach to service development

- justify the importance of empathy and user-oriented way of thinking

Content

- Approach and applicability of design thinking
- Empathy
- User-orientation
- Innovation
- Service design process models
- Sustainability in service development
- Current topics of service design

Materials

Pre-assignment:

Clatworthy, S. 2017. Service design thinking.
https://www.researchgate.net/publication/322733238_Service_design_thinking

Articles of design thinking and service design thinking:

Beckman, S.L. 2020. To Frame of Reframe: Where Might Design Thinking Research Go Next?
https://escholarship.org/content/qt5zx787h7/qt5zx787h7.pdf

Dam, R. F. & Siang, T. Y. 2018. Design Thinking: Getting Started with Empathy.
https://www.interaction-design.org/literature/article/design-thinking-getting-started-with-empathy

Dam, R. F. & Siang, T. Y. 2021. Five Stages in the Design Thinking Process.
https://www.interaction-design.org/literature/article/5-stages-in-the-design-thinking-process

Gloppen, J. 2009. Service Design Leadership.
http://www.ep.liu.se/ecp/059/007/ecp09059007.pdf

Naiman, L. 2019. Design Thinking as a Strategy for Innovation. https://www.creativityatwork.com/design-thinking-strategy-for-innovation/?amp

Plattner, H. (w.y.) An Introduction to Design Thinking PROCESS GUIDE.
http://web.stanford.edu/~mshanks/MichaelShanks/files/509554.pdf

van Reine, P. P. 2017. The Culture of Design Thinking for Innovation.
https://journalsojs3.fe.up.pt/index.php/jim/article/view/2183-0606_005.002_0006/281

Wright, N. 2020. Principles for Designing Sustainable Services.
https://medium.com/wearesnook/principles-for-designing-sustainable-services-bbf3f3948ac2

Literature of design thinking and service design thinking:

Brown, T. 2019. Change by Design: How Design Thinking Transforms Organizations and Inspires Innovation. Harper Business.

Luchs, M.G, Swan, K.S & Griffin, A. (eds). 2016. Design Thinking. New Product Development Essentials from the PDMA. Wiley.

Miettinen, S. 2014. Muotoiluajattelu. Teknova.
Stickdorn, M. & Schneider, J. 2011. This is Service Design Thinking. BIS Publishers.

Stickdorn, M.,& Hormess, M.E. & Lawrence, A. 2018. This Is Service Design Doing: Applying Service Design Thinking in the Real World. O’Reilly Media. USA.

Tuulaniemi, J. 2011, 2013. Palvelumuotoilu. Talentum.

Van Patter, G.K., Pastor, E. & Jones, P. 2020 Rethinking Design Thinking: Making Sense of the Future That Has Already Arrived. Humantific & NextDesign Leadership Network.

Villani, I. 2019. e-book. Transform Customer Experience: How to Achieve Customer Success and Create Exeptional CX.

Teaching methods

Working methods:
Lectures, group work and presentations.
Reflective thinking and writing.

Exam schedules

Final assignment (reflection paper) by 23.10.2022.

Overdue assignments shall be returned by 30.11.2022 or 31.12.2022.

International connections

The course is based on innovation pedagogy and constructivism, reflective, inquiry-based, and experiential learning. The student group is international.

Completion alternatives

According to the principles for credit transfer.

Student workload

Workload approximately 135 h:
- Contact sessions ca 20 h
- Distance studies 115 h

Pre-assignment 8 h
Preparing for, participating in and reflecting on the contact sessions and exercises 50 h
Reading articles and writing the reflection paper 75 h
Self-assessment 2 h

Content scheduling

Content of study unit
- Approach and applicability of design thinking
- Empathy
- User-orientation
- Innovation
- Service design process models
- Sustainability in service development
- Current topics of service design

Start 3.9.2022 – Submission of final assignment 23.10.2022

Contact sessions:
Saturday 3.9.2022 8.30 – 12.00
Friday 16.9.2022 at 13.00 – 16.15
Saturday 17.9.2022 at 8.30 – 12.00
Friday 30.9.2022 at 8.30 – 12.00
Saturday 1.10.2022 at 8.30 – 12.00

Further information

The contact lessons are in Novia´s Campus Åbo, Henrikinkatu 7.

Evaluation scale

H-5

Assessment methods and criteria

Course Assignments:
1. Pre-assignment to be completed during summer 2022:
Read the following article and make notes on different aspects of service design thinking.
Clatworthy, S. 2017. Service design thinking. https://www.researchgate.net/publication/322733238_Service_design_thinking
2. Finishing and returning exercises from group work from the contact sessions.
3. Self-assessment of one’s own participation in the lessons and group work during the contact days.
4. Individual reflection paper, ca 8 -10 pages (excluding title page, table of contents, reference list), based on articles and course materials. Create a title based on the contents.

Aims:
- To raise the students’ awareness of the possibilities of design thinking and service design.
- To reflect on design thinking and service design as a process and way of working.

Criteria for assessment:
1. Active participation in lessons and group work during the contact days.
2. Versatile processing of the topic in the reflection paper:
- understanding and discussion of the topics and the concepts
- reflection of theory to own career and experiences in working life
- reflection of the possibilities of adapting design thinking in own work in the future

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)

1 Sufficient
- Ability to reflect and communicate are hardly acceptable

2 Satisfactory
-Ability to reflect and communicate are on an acceptable level
-Appears to grasp the theory

Assessment criteria, good (3-4)

3 Good
- Capacity of thinking and ability to communicate are good
- Shows good understanding and reflection of theory

4 Very good
- Capacity of thinking and ability to communicate are very good
- Shows very good understanding of the topics and reflection of theory

Assessment criteria, excellent (5)

5 Excellent
-Mastery of theory and ability to open up one’s insights
-Outstanding thoughts and ability to communicate