Study Guide

Learning outcomes

Student
- has knowledge about human driven design methods and is capable of applying them into service design tasks
- can choose suitable design and analysis methods and apply them for diverse cases of service development
- is capable of managing strategic service design and service design processes

Implementation and methods of teaching

Orienting assignment

1st face-to-face session on 30 August: going throuhg the framework behind service design (design thinking, human-centredness and user research). We will delve deeper into how service experiences are created for people and how they can be designed (7 h)

Interim assignment: exploring general literature/articles on human-centredness and service design, drafting questions on service design and conducting a small user study for a common development case (44 h)

2nd face-to-face session on 13 September: going through service design methods and testing them together by applying them to the development case at hand (7 h)

3rd face-to-face session on 14 September: going through service design methods and testing them on the development case at hand (7 h)

Interim assignment: in-depth research on a common development case (44 h)

4th face-to-face session on 27 September: working on the common development case (7 h)

5th face-to-face session on 28 September: working on the joint development case (7 h)

In addition, a learning diary will be kept during the course and returned to the teacher by 6th October. (10 h)

Timing and attendance

Orienting assignment
1. Classroom session 30.8. at 9-16
Interim assignment
2. Classroom session 13.9. at 9-16
3. Classroom session 14.9. at 9-16
Interim assignment
4. Classroom session 27.9. at 9-16
5. Classroom session 28.9. at 9-16

Learning material and recommended literature

The actual learning material for the course on the Moodle e-learning platform. Additional material in the Service Design and User Information Methods sections of the Moodle e-learning platform.

Basic literature (available as e-books in Lab Primo):
Koivisto, M., Säynäjäkangas, J. & Forsberg, S. (2019). Palvelumuotoilun bisneskirja. Alma Talent.
Miettinen, S. (toim.) (2021). Muotoilun avaimet : älykkääseen teollisuuteen ja liiketoiminnan ketterään kehittämiseen. Teknologiainfo Teknova.
Tuulaniemi, J. (2011). Palvelumuotoilu. Talentum.

Student time use and work load

5 credits 133 hrs

Classroom teaching 35h

Orientation and interim assignments 88h

Learning diary 10h

Contents

The course covers the basics and basic methods of human-centred service design in a working life-oriented way, through a real project, experiential learning and an emphasis on human-centredness.

Assessment criteria

Tasks + participation 50 %
Learning diary 50 %

Assessment scale

1-5

Failed (0)

The student has not reached level 1.

Assessment criteria: level 1 (assessment scale 1–5)

The student will be able to
- develop a knowledge base that demonstrates familiarity with service design and human-centredness
- integrate and apply knowledge within a service design framework
- produce a written and/or visual presentation of their findings according to a model
- identify needs for service change or development based on their knowledge base

Assessment criteria: level 3 (assessment scale 1–5)

The student will be able to
- develop a current and expert knowledge base that demonstrates familiarity with service design and human-centredness
- integrate knowledge carefully and apply it creatively within a service design framework
- produce a written and/or visual presentation of their findings
- contribute to service change or development needs based on their knowledge base

Assessment criteria: level 5 (assessment scale 1–5)

The student will be able to
- develop a critical, up-to-date and expert knowledge base that demonstrates familiarity with service design and human-centredness
- critically integrate and creatively apply knowledge within a service design framework, using appropriate methodologies
- produce a convincing and comprehensive written and/or visual presentation of their findings
- contribute to and critically evaluate service change or development needs on the basis of their knowledge base

Learning outcomes

Student
- has knowledge about human driven design methods and is capable of applying them into service design tasks
- can choose suitable design and analysis methods and apply them for diverse cases of service development
- is capable of managing strategic service design and service design processes

Implementation and methods of teaching

Orientation task 1: introduction to the literature on human-centredness and service design (40 h)
Orientation 2: Introduction to service design tools and applications (10 h)

1. Classroom session on 15.9., the underlying framework of service design (service orientation, design thinking, human-centredness and user research). In-depth exploration of how service experiences are created for people and how they can be designed (7 hrs)

2. Classroom session on 16.9., the methods of service design will be discussed and tested together in the development case at hand (7 h).

Interim assignments: user research on a common development case (45 h)

3. Classroom session on 29.9. to go through service design methods and test them together on the development case at hand (7 h)

4 Classroom session on 30.9. work on a joint development case (7 h) and present the outputs of the joint group work to the client

Final assignment: learning diary, to be returned to the teacher by 8.10. (10 h)

Timing and attendance

Orientation exercises 1 and 2
1. Classroom session 15.9. at 9-16
2. Classroom session 16.9. at 9-16
Intermediate tasks
3. Classroom session 29.9. at 9-16
4. Classroom session 30.9. at 9-16
Final assignment

Learning material and recommended literature

The actual learning material for the course on the Moodle e-learning platform. Additional material in the Service Design and User Information Methods sections of the Moodle e-learning platform.

Basic literature (available as e-books in Lab Primo):
Koivisto, M., Säynäjäkangas, J. & Forsberg, S. (2019). Palvelumuotoilun bisneskirja. Alma Talent.
Miettinen, S. (toim.) (2021). Muotoilun avaimet : älykkääseen teollisuuteen ja liiketoiminnan ketterään kehittämiseen. Teknologiainfo Teknova.
Tuulaniemi, J. (2011). Palvelumuotoilu. Talentum.

Working life cooperation

ESSI - accessible and smart housing solutions (https://lab.fi/fi/projekti/essi)

Learning environment

Lahti Campus and Moodle

Student time use and work load

5 credits 133 h

Clasroom teaching 28 h
Tasks 105 h

Contents

The course covers the basics and basic methods of human-centred service design in a working life-oriented way, through a real project, experiential learning and an emphasis on human-centredness.

Assessment criteria

Tasks:
Intermediate tasks + participation 60 %
Learning diary 40 %

Assessment scale

1-5

Failed (0)

Have not reached level 1

Assessment criteria: level 1 (assessment scale 1–5)

The student will be able to
- develop a knowledge base that demonstrates familiarity with service design and human-centredness
- integrate and apply knowledge within a service design framework
- produce a written and/or visual presentation of their findings according to a model
- identify needs for service change or development based on their knowledge base

Assessment criteria: level 3 (assessment scale 1–5)

The student will be able to
- develop a current and expert knowledge base that demonstrates familiarity with service design and human-centredness
- integrate knowledge carefully and apply it creatively within a service design framework
- produce a written and/or visual presentation of their findings
- contribute to service change or development needs based on their knowledge base

Assessment criteria: level 5 (assessment scale 1–5)

The student will be able to
- develop a critical, up-to-date and expert knowledge base that demonstrates familiarity with service design and human-centredness
- critically integrate and creatively apply knowledge within a service design framework, using appropriate methodologies
- produce a convincing and comprehensive written and/or visual presentation of their findings
- contribute to and critically evaluate service change or development needs on the basis of their knowledge base

Learning outcomes

Student
- has knowledge about human driven design methods and is capable of applying them into service design tasks
- can choose suitable design and analysis methods and apply them for diverse cases of service development
- is capable of managing strategic service design and service design processes

Assessment scale

1-5