Service Design and Future Challenges (5 cr)

Evaluation scale

H-5

Content scheduling

Outcomes:
The Student
* is able to use anticipatory design methods in the context of service design
* is capable of innovative problem solving as well as organising, managing and decision making in service design development projects
* is able to apply the principles of sustainable development in one's actions and knows the social responsibility of one's organisation
* is able to evaluate the operations of an organisation and to plan, organise and develop activities in the changing situations in working life.
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Content:
- Definitions of innovation & service innovation
- Definitions of future concepts
- Future-oriented service innovation process
- Anticipatory methods
- Continuous development
- Leading innovation processes
-Anticipatory service design development project:
Project theme
The theme we are working with is public services provided by organisations in different sectors.
Project suggestions: fills in later
The goal of the study project is to research public service possibilities and create service scenarios about the future. What kind of public services has there been in the past, what is offered nowadays and what will they be in the future? What kind of new needs and possibilities will there be? Your goal during the course is to create 3 different scenarios of how future public services will be in 2030 and 2060. They shall consist of one dystopia, one utopia and one BAU (business as usual). You will work in groups of 2-3 persons.

Objective

* is able to use anticipatory design methods in the context of service design
* is capable of innovative problem solving as well as organising, managing and decision making in service design development projects
* is able to apply the principles of sustainable development in one's actions and knows the social responsibility of an organisation
* is able to evaluate the operations of an organisation and to plan, organise and develop activities in the changing situations in working life

Content

Content:
- future research methods as an active part in an anticipatory service design project

Location and time

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

Materials

Agarwal, R., Selen, W., Roos, G & Green, R. (eds.) 2015. The Handbook of Service Innovation. Springer.
Kelly, M. 2012. Owning our Future. The Emerging Ownership Revolution. (e-book)
Kimbell, L. 2014. The Service Innovation Handbook. Action-oriented creative thinking toolkit for service organizations. Templates - cases - capabilities. BIS Publishers.
Lockwood, T. (ed.) 2009. Design Thinking. Integrating Innovation, Customer Experience, and Brand Value. Allworth Press.
Newbery, P. & Farnham, L. 2013. Experience Design. A Framework for Integrating Brand, Experience and Value. Wiley.
Sundbo, J.& Toivonen, M. (eds.) 2011. User-based Innovation in Services.
Virtual learning material:
https://www.youtube.com/watch?v=_YhEpBvlO2M
http://bpmgeek.com/blog/what-pestle-analysis
http://creately.com/blog/diagrams/swot-analysis-vs-pest-analysis/
http://www.learnmarketing.net/pestanalysis.htm
https://www.youtube.com/watch?v=_OR2XpNcWuo
https://www.youtube.com/watch?v=sP2sDw5waEU
http://www.businessnewsdaily.com/4245-swot-analysis.html
http://articles.bplans.com/how-to-perform-swot-analysis/
http://ctb.ku.edu/en/table-of-contents/assessment/assessing-community-needs-and-resources/swot-analysis/main
http://www.innovationmanagement.se/imtool-articles/how-to-make-sense-of-weak-signals/
http://epub.lib.aalto.fi/pdf/diss/a365.pdf
http://omegahrsolutions.com/2014/05/future-friday-what-is-the-difference-between-a-fad-a-trend-and-a-megatrend.html
http://www.smestrategy.net/blog/what-is-scenario-planning-and-how-to-use-it
https://www.slideshare.net/mkconway/introduction-to-scenario-planning

Teaching 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

Pedagogic approaches and sustainable development

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

Project plan 8h
Research and service design project 74h
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.

Evaluation methods and criteria

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:
- Analytical approach
- Applying of future research and service design methods for innovative problem solving
- Development process of the ideas to future service scenarios
- Informativeness and visualisation of the process portfolio
Project management competences.
Active participation and interaction in the group work.
All the required tasks returned in time.
Lecturers´, self and peer evaluation. Scale 0-5.

Further information

The course is based on previous service design studies.