Study Guide

Learning outcomes

Students learn the principles of Service Design and productization. Students learn to use different kinds of service design tools within real life business case development project. In addition students learn how work effectively in multi-professional groups.

Implementation and methods of teaching

This study course and the study course named "Innovation methods and processes in practice (Course Code: AL00CI81-3002) belong together with joint assignments. If you attend this course, you also must attend the Innovation methods and processes in practice -course.

Timing and attendance

Participating in the introduction and seminar is compulsory. The course includes compulsory project work done in groups.

Learning material and recommended literature

Material is given by the teacher at the beginning of the course.

Working life cooperation

A real business case.

Learning environment

Lectures and seminars are organized on the Lappeenranta campus but doing the project work require students to visit the case company and possibly other locations too.

Contents

During the course, students will do a project following the service design process and methods. We will follow the "double diamond" process:
1) Discover (understanding the service environment and users)
2) Define (goal setting)
3) Develop (ideation, concept creation, user testing)
4) Deliver (business plan, launch, implementation)

Additional information for students: previous knowledge etc.

Pre-requirements: Customer relations and Marketing

Assessment scale

1-5

Failed (0)

A student does not meet the criteria for level 1.

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

The student knows what is service design.
The student understands the need for customer-centered thinking and knows what customer profiles are.
The student recognizes tools and methods for service design.

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

The student understands the basic concepts of service design and the role of service design in business.
The student knows how to create simple customer profiles and understands the benefits of customer-centered design.
The student can apply some of the service design tools and methods in their own work.

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

The student understands the benefit of service design for business and can evaluate the use of basic concepts in different situations.
The student knows how to create customer profiles and use those while designing services.
The student can deliberately apply tools and methods of service design and is capable to evaluate the effect of those on the final result.