Service Design Thinking (5 cr)

Evaluation scale

H-5

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 2.9.2023 – Submission of final assignment 22.10.2023

Contact sessions:
Saturday 2.9.23 8.30-12.00
Friday 15.9.23 13.00-16.15
Saturday 16.9.23 8.30-12.00
Friday 29.9.23 8.30-12.00
Saturday 30.9.23 8.30-12.00

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 22.10.2023.

Overdue assignments shall be returned by 30.11.2023 or 31.12.2023.

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

Further information

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