Study Guide

Objective

After completing the course, the student is able to:

- apply the principles and practices of service design thinking from a business perspective to co-create new values for an organisation and enhance new forms of competitive advantage

- engage an organisation in development work

- utilise and share expertise in teams and networks from different disciplines and cultures

- consider efficiency of alternative service design concepts

- participate in promoting of sustainable, development-oriented policies that support productive activities, entrepreneurship, creativity, and innovation

- participate in developing of effective, accountable, and transparent organisations

Content

- Perspectives and business benefits of service design
- Perspectives of sustainable development in business design
- Leading business innovation and co-development
- Lean Service Creation
- Service design project - adapting theory to a real working life project with a commissioner

Materials

Learning materials and recommended literature

Edvardsson, B., Gustafsson, A., Kristensson, P., Magnusson, P. & Matthing, J. 2006. Involving Customers in New Service Development. Imperial College Press.

Koivisto, M., Säynäjäkangas, J. & Forsberg, S. 2019. Palvelumuotoilun bisneskirja. Alma Talent.

The Lean Service Creation Handbook. The Lean Way to Create. Loveable Services. Better Future. Successful Business. Future-Capable Organisation. 2019. Futurice.
https://futurice.com/lean-service-creation/

Lüftenegger, E., Grefen, P. & Weisleder, C. 2012. The Service Dominant Strategy Canvas: Towards Networked Business Models.
https://www.researchgate.net/publication/278658410_The_Service_Dominant_Strategy_Canvas_Towards_Networked_Business_Models

Moilanen, T., Ojasalo, K., Ritalahti, J. 2022. Methods for Development Work. BoD, Helsinki.

Newbery, P. & Farnham, K. 2013. Experience Design. A Framework for Integrating Brand Experience and Value. Wiley & Sons.

Prahalad, C.K. & Ramaswamy, V. 2004a. Co-creating unique value with customers. In Strategy and Leadership, Vol 32, Iss 3 pp. 4-9.
http://www.emeraldinsight.com/doi/pdfplus/10.1108/10878570410699249

Prahalad, C.K. & Ramaswamy, V. 2004b. Co-creation experiences: The next Practise in Value Creation. In Journal of Interactive marketing, Vol 3, Number 3, 5 – 14.
http://deepblue.lib.umich.edu/bitstream/handle/2027.42/35225/20015_ftp.pdf

Reason, B., Lövlie, L. & Brand Flu, M. 2016. A Practical Guide to Optimizing the Customer Experience. Service Design for Business. Wiley.

Sheppard, B., Sarrazin, H., Kouyoumjian, G. & Dore, F. 2018. The Business Value of Design. Mc Kinsey Quarterly.
https://www.mckinsey.com/business-functions/mckinsey-design/our-insights/the-business-value-of-design#

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

Stickdorn, M., Hormess, M., Lawrence, A. & Schneider, J. 2018. This is Service Design Doing. O´Reilly Media.

Sundberg, H.K. 2017. Business design. An introduction to Customer-centric Business Development. Gofore Oy. https://gofore.com/wp-content/uploads/business_design_web.pd

Turetken, O. & Grefen, P. 2017. Designing Service-Dominant Business Models.
https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1140&context=ecis2017_rp

Trollbäck & Company. The New Division. (n.d.) The Global Goals Design.
https://www.thenewdivision.world/globalgoals

2030 Agenda for Sustainable Development
https://kestavakehitys.fi/en/agenda2030

Teaching methods

Teaching methods

- The course will be carried out as a development project. The objective is to concentrate on business perspective and apply design thinking and service design approach in the development project, considering sustainability.

- The development target can be approached from different perspectives, e.g. from an economic, market, internal processes or work culture and competence development points of view.

- Group projects are also possible.

Learning methods:
- assignments
- contact and distance learning
- lectures
- exercises in groups
- development project
- presentations
- peer feedback
- active participation and interaction in group work

International connections

The course is based on innovation pedagogy. Peer learning and collaboration with other students are essential to the learning process. The international and interdisciplinary student group enables interaction and knowledge sharing.

Completion alternatives

According to the principles of credit transfer.

Student workload

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

Dimensioning of the student work:

Individual assignments 16 h
Business design project 80 h
Presentations and process portfolio / report 20 h
Peer feedback 4 h

The course will be described in detail on Itslearning platform.

Content scheduling

Pre-assignment published in the ITSlearning environment 23rd of March (Deadline 5th of April).
Contact lessons:
5th and 6th of April at 8.30-12.00
3rd and 4th of May at 8.30-12.00

Deadline for the course assignments 25th of May.


The learning objectives and the content of the course have been updated to following to include perspectives of sustainable development:

After completing the course, the student is able to:
- apply the principles and practices of service design thinking from a business perspective to co-create new values for an organisation and enhance new forms of competitive advantage
- engage an organisation in development work
- utilise and share expertise in teams and networks from different disciplines and cultures
- consider efficiency of alternative service design concepts
- participate in promoting of sustainable, development-oriented policies that support productive activities, entrepreneurship, creativity, and innovation
- participate in developing of effective, accountable, and transparent organisations

Content:
- Perspectives and business benefits of service design
- Perspectives of sustainable development in business design
- Leading business innovation and co-development
- Lean Service Creation
- Service design project - adapting theory to a real working life project with a commissioner or a case study.

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.
Itslearning platform

Evaluation scale

H-5

Assessment methods and criteria

1) Project plan.

2) Summary of two articles about business design.

3) A process portfolio or a report which consists of text and visualized perception material and other documents necessary for the reader to be able to understand the process and results.

4) Active participation and interaction in the group work.

5) All the required tasks returned in time.

Assessment criteria for the process portfolio / report:
- Depth of theoretical and analytical approach
- Applying of research and service design methods for business design
- Development of a business / service concept
- Informativeness and visualisation of the process portfolio / report

Lecturers', self and peer evaluation. 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 the project
- Research, business / service design implementation, communication and documentation are hardly acceptable
- Active participation

Satisfactory 2
- Appear to grasp theory and have made a start in showing its applicability in the project
- Research, business / service design implementation, communication and documentation are acceptable
- Active participation

Assessment criteria, good (3-4)

Good 3
- Understanding of theory and applicability of methods in the project, but work could be stronger
- Research, business / service design implementation, communication and documentation are good
- Active participation

Very Good 4
- General understanding of theory and methods, very good implementation in the project
- Reliable research, innovative business / service design implementation 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 the project
- Outstanding research, innovative business / service design implementation and excellent communication and documentation
- Very active participation

Qualifications

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