Service Design Methods and Tools (5 op)

Arviointiasteikko

H-5

Tavoitteet

After completing the course, the student is able to: - put in practise established, research-based service design methods, especially in order to gain, analyse and utilise customer/user insights - use different tools to visualise different stages of the service design process - work proactively and creatively and start, manage, validate and analyse a service design project - design and offer alternative solutions to service design challenges

Sisältö

Service design process: - starting points, definition - identification of customer's problems and needs - strategic planning - engagement, co-design - design (idea generation, concept design, prototyping) - service production - piloting and launching - evaluation Service design methods e.g: - probes, observation, service safari, interviews, benchmarking, trend analysis, visualisation, prototyping, validation Service design tools e.g: - mind map, story board, personas, customer journey map, scenarios, service concept, service blueprint, business model canvas Service design project - adapting theory to a real working life project with a commissioner

Aika ja paikka

Thursday 31.10.2024 8.30 - 16.15 Service Design Methods and Tools TUAS ICT CIty Thursday 5.12.2024 8.30-16.15 Service Design Methods and Tools TUAS ICT City

Oppimateriaalit

Literature Clark. T., Pigneur, Y.& Osterwalder, A. 2010. Business model generation: a handbook for visionaries, game changers, and challengers. John Wiley & Sons. Clark, T., Pigneur, Y. & Osterwalder, A. 2012. Business model you: a one-page method for reinventing your career. John Wiley & Sons. Curedale, R. 2013. Service Design. 250 essential methods. Design Community College. Curedale, R. 2016. Experience Maps. Comprehensive step-by-step guide. Design Community College Inc. GK Van Patter. 2020. Rethinking Design Thinking. Making Sense of the Future that has already Arrived. Humantific Publishing. Kimbell, L. 2014. The Service Innovation Handbook. Action-oriented creative thinking toolkit for service organizations. Templates – cases – capabilities. BIS Publishers. Martin, B. & Hanington, B. 2012. Universal Methods of Design. Rockport Publishers. Osterwalder, A. 2014. Value proposition design: how to create products and services customers want. John Wiley & Sons. Polaine, A., Løvlie, L. & Reason, B. 2013. Service design: from insight to implementation. Brooklyn, NY: Rosenfeld Media. Stickdorn, M., Schneider, J. 2011. This is Service Design Thinking. John Wiley & Sons. Stickdorn, M., Hormess, M., Lawrence, A. & Schneider, J. 2018. This is Service Design Doing. O'Reilly. An excerpt of the book available: https://www.thisisservicedesigndoing.com/ Tuulaniemi, J. 2013. Palvelumuotoilu. Talentum. Additional links to resources and tools will be published on the learning platform.

Opetusmenetelmät

Lectures and group work. Service design group project for a commissioner. Presentations. Self and peer feedback.

Harjoittelu- ja työelämäyhteistyö

During the course a service design project for a commissioner will be completed as a group work.

Tenttien ajankohdat ja uusintamahdollisuudet

Final assignment (Process portfolio) by 31.12.2023. Overdue assignments shall be returned by 31.1.2024 or 31.3.2024

Toteutuksen valinnaiset suoritustavat

According to the principles for credit transfer.

Opiskelijan ajankäyttö ja kuormitus

Work load approximately 135 h: - Contact sessions ca 24 h - Distance studies ca 111 h Group work: - Working on briefs 4 h - Project plan 8 h - Research and service design project 70 h - Process portfolio 20 h - Peer feedback 5 h - Presentations 4 h

Esitietovaatimukset

Competency objectives for Service Design Thinking -course or corresponding competences obtained.