Study Guide

Objective

After completing the course, the student is able to:
- Lead a service design project and involve different stakeholders in order to create opportunities for service development
- Deepen hers/his insights in co-design in order to facilitate and manage service design processes
- Work in different communicative and interactive situations in multidisciplinary teams

Content

- Analysing an organisation’s services with a commissioner to find out areas in need of development
- Co-design with users, staff members and other stakeholders
- Workshop facilitating methods and tools
- Leading groups
- Service design project - adapting theory to a real working life project with a commissioner.

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. 2019. 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.
https://www.theseus.fi/handle/10024/82186

Raitanen, N. 2020. Service Designing Co-working Possibilities. Internal Communication in Virtual Expert Teams. Novia UAS.
https://www.theseus.fi/bitstream/handle/10024/339791/Raitanen_Noora.pdf?sequence=2&isAllowed=y

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.
https://www.theseus.fi/handle/10024/78590

Course literature and materials:

Curedale, R. 2013. Service Design. 250 Essential Methods. 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.

Innovationtool.fi

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

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

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

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

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.
- Group work

Learning methods:
- pre-assignment
- contact and distance learning
- lectures
- workshops and exercises in groups
- service development project work for a commissioner (including facilitating a workshop)
- presentations
- peer feedback
- active participation and interaction in group work.

International connections

The whole course is based on innovation pedagogy. The service development project is done in collaboration with a commissioner. Peer learning and collaboration with other students are essential to the learning process. The international and interdisciplinary student group enable interaction and knowledge sharing.

Completion alternatives

According the principles for credit transfer.

Student workload

Work load approximately:
- contact sessions: ca 16 h
- distance studies: ca 120 h

Dimensioning of the student work:
Pre-assignment 8 h
Essay 16 h
Planning of workshop exercises and presentations 8 h
Co-design project 72 h
Process portfolio 16 h

Content scheduling

Pre-assignment published 19 th of January in ITSlearning environment (deadline 8.th of February)
Contact lessons:
9th and 10th of February at 8.30-12.00
8th and 9th of March at 8.30-12.00
Course assignments done by 23rd of March

Further information

The course is implemented in co-operation with TUAS and Novia UAS.
The contact lessons are at Novia UAS campus at Henrikinkatu 7, Turku / Online.

Prerequisities: Competense objectives for Service Design Thinking course (5ects) and Service Design Methods and Tools course (5ects) or corresponding competences obtained.

Evaluation scale

H-5

Assessment methods and criteria

Objects for assessment:

1) Analysis of a master’s thesis

2) Essay of different workshop methods

3) Process and reporting of the project. A description of the process of the project including planning and conducting the workshop(s) in order to develop the service for the commissioner. It includes an analysis of the results and suggestions for further development of the service. It consists of text and visualized perception material and other documents necessary for the reader to be able to understand the process.

4) Active participation and interaction in group work

5) All the required tasks returned in time


Assessment is based on:
- Depth of theoretical and analytical discussion
- Applying of co-design methods for innovative problem solving
- Engagement of stakeholders in the development process
- Informativeness and visualisation of the process portfolio

Scale 0-5.

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.
Co-design, analysis, 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.
Co-design, analysis, 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.
Co-design, analysis, communication and documentation are good.
Active participation.

Very Good 4
General understanding of theory and methods, very good implementation in real life project.
Innovative co-design process, and analysis, 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.
Innovative co-design process, excellent analysis, and outstanding communication and documentation.
Very active participation.

Qualifications

-Service Design Methods and Tools course, or corresponding competences.