Study Guide

Objective

The student is able to describe the central service design concepts, emphasis and meanings. The student understands the key principles of service design thinking in business development and learns to seek for and interpret user / customer needs from the perspective of his/her own field. He/She learns to improve an existing service or to create a new one – based on creating value for users and customers and to be as efficient as possible. The student is familiar with the service design process and can implement that knowledge creatively into practice. The student is aware of the various research methods and creative tools used in service design when seeking information. In addition, she/he is able to enhance the stakeholder involvement and encourage the engagement with the design process. Student’s workshop facilitator skills will improve

Content

The key guidelines in design thinking.
Step-by-step –process of the service design (Empathize, Define, Ideate, Prototype, Test).
Creative tools and research methods to collect and construct point of view based on user needs.
Building representation of the creative solutions and ideas.
The stakeholder engagement methods and practices & facilitation tools.
Guidelines to facilitate and conduct a workshop and an innovative design process.
Service design case study connected with the specific field chosen.
Facilitating innovation, and change in the organization and stressing current user needs: Planning, organizing, facilitating and conducting one workshop.

Location and time

Online sessions take place
on 7th of Oct at 4-6pm,
on the 21th of Oct at 4-6 pm,
on the 28th of Oct at 4-6 pm and
on the 2nd of Dec at 4-8 pm.

Extra online recordings available.

Grading will be finished two weeks after the written report submission on the 9th of Dec. The dead lines for other assignments will be by the end of the final online meeting, which is the 2nd of Dec.

Materials

All the course material is provided in Reppu environment. There is possibility to choose from the existing literature list according to the students own preference (book review, article reflection) or maybe suggest a book, peer-reviewed article if that is found suitable for the students own interest (i.e. connected with thesis)

Teaching methods

Online meetings, individual and group assignments, final project work in groups.

1. Pre-assignment, A / F (3 hours), independent task
2. Book review, A / F ( 24 hours), independent task
3. Academic article, extended abstract: A / F ( 10 hours), independent task
4. Service Design -case 1 - 5 ( 75 hours), group assignment: presentation & written assignment

10 hours of online lectures and approximately 12 hours pre-recorded lectures.

Completion alternatives

No possibility

Evaluation scale

0 - 5

Assessment criteria, excellent (5)

Analyses the features and specific concepts of design thinking and service design processes with a high professional manner and apply theoretical models into practice in an innovative and creative way.
Understands the diverse value of different creative tools and research methods to collect data and construct a point of view based on user needs, developing a representation of the creative solutions and ideas.
Masters how to facilitate innovation and change in the organization stressing current user needs and customer insights: holistic planning, organizing, facilitating and conducting workshop.
Completes all the required assignments as instructed with a high quality, timely and creative manner.

Assessment criteria, good (3)

Analyses the general concepts of design thinking and service design processes with a professional manner and apply theoretical models into practice.
Identifies the value of creative tools and research methods to collect data and construct a point of view based on user needs, developing a representation of the solutions and ideas.
Acknowledges how to facilitate innovation and change in the organization stressing current user needs and customer insights: realistic planning, organizing, facilitating and conducting workshop.
Completes all the required assignments as instructed with a good quality and timely manner.

Assessment criteria, satisfactory (1)

Identifies the concepts of design thinking and service design processes with a somewhat professional manner and apply theoretical models into practice with some extend.
Notices the value of creative tools and research methods to collect data and construct a point of view based on user needs, developing some solutions and ideas.
Identifies how to facilitate change in the organization understanding general user needs and customer insights: planning, organizing, facilitating and conducting workshop.
Completes all the required assignments as instructed in a timely manner.