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