Design Thinking and Service Design Methods (5 cr)

Evaluation scale

H-5

Content scheduling

Design Thinking:
The starting points, perspectives, process models and application of design thinking.
The course includes two contact days

Objective

After completing the study unit, the students will be able to:
• analyze and apply the principles of design thinking
• apply service design methods and tools
• visualize the different stages of the service design process using a variety of tools
• develop and provide solutions to services and process challenges

Content

• Principles of design thinking
• Empathic and user-centric approach in the development of services and processes
• Service design methods and tools
• Visualization tools

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

Design thinking & Service Design Methods:
Lectures, group work and exercises
Reading circle and reflective thinking
Learning diary
Multiple Choice Exam

Pedagogic approaches and sustainable development

The course is based on constructivism, reflective, inquiry-based, and experiential learning. The themes of sustainable development are part of the perspectives of design thinking.

Student workload

Student's workload approx. 135 h: Contact lessons approx. 15 h, Distance learning 120 h

Design Thinking (67,5h)
- Pre-assignment 5.5 h
- Preparing for contact lessons and exercises, participating in them and reflecting on them alone and in groups (incl. reading circle) 35 h
- Reading articles and writing a reflection paper 25 h
- Self-assessment 2 h
Service Design Methods (67,5)

Evaluation methods and criteria

Design thinking:
1. Preliminary assignment to be completed during the summer of 2025 (passed/failed)
Read the following article and take notes on the different areas of (service) design thinking. Clatworthy, S. 2017. Thinking about service design. https://www.researchgate.net/publication/322733238_Service_design_thinking
2. Finishing and returning group work exercises from contact lessons (passed/failed)
3. Self-assessment of one's own participation during the contact days (0-5)
4. Reading circle and group discussion recording (0-5)
5. A personal reflection paper, approx. 5 pages (without title page, table of contents, bibliography), which is based on articles and course materials. Create a headline based on your content. (0-5)

Objectives:
To increase students' awareness of the possibilities of design thinking.
Reflect on design thinking as a process and way of working.

Criteria:
1. Active participation in lessons and group work in the contact lessons.
2. Active participation in the reading group discussion (group discussion recording)
3. Versatile treatment of the topic in a reflection paper:
- understanding and discussion of topics and concepts
- reflecting theory on one's own career and working life experiences
- reflection on the possibilities of applying design thinking in one's own work in the future

Failed (0)

Quantity: the work has not been completed, and or;
Quality: Minimum content requirements 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

Further information

Itslearning course platform