Study Guide

Objective

The student:
- can design and develop services from a multi-professional perspective
- recognizes the connection between service design, business and organizational development
- can develop a customer-focused value proposition
- is familiar with methods for service design and can use them in an innovative and creative way

Content

- key concepts and processes in service design
- methods and tools for service design
- user-centered service design
- development projects

Location and time

-Campus Turku, spring 2026

Materials

Polaine, A., Reason, B. & Lövlie, L. 2013. Service Design. From Insight to Implementation.

Stickdorn, M. & Schneider, J. 2013.This is Service Design Thinking. John Wiley & Sons.

Stickdorn, M., Hormess, M., Lawrence, A. & Schneider, J. 2018. This is Service Design Doing. O'Reilly. Delar av boken är fritt tillgängliga på webben.

Teaching methods

-Lessons
-Training sessions
-Project work
-Hackathon
-Exam

Employer connections

Collaboration with companies and organisations from Light, in the Dark-project

Exam schedules

Exam 1.4 at 9-12 am.

Supplementation (possibility for retake)

A student who has not received a passing grade in a study module or course is offered at least two (2) opportunities to retake the exam or supplement the required coursework. Occasions where the student is absent from scheduled retake sessions also count as retake opportunities.

A student who has not received a passing grade in a study module or course, and who has not made the necessary supplements within the given time or passed the course based on a retake exam, must complete the study module or course again.
Retake dates

Submission-based supplements must be completed during the following three active study months (flexible solution): 9–12, 1–4.

Late submissions are graded with –1 grade (for the individual assignment).
Raising a grade within one year

A student has the right to attempt to raise the grade of a study module or course that has been given a passing grade (1–5) once within 12 months from the date of completion, according to Novia guidelines.

International connections

Hackathon in collaboration with Klaipeda University, Turiba, Vidzemes Augstskola, Estonian university of life-sciences och Vidzemes Augstskola

Evaluation scale

H-5

Assessment methods and criteria

Attendence 10%
Hackathon 30%
Exam 60%

Assessment criteria, fail (0)

Absence from lessons and exam
Failed exam

Assessment criteria, satisfactory (1-2)

The significance of the theoretical foundation is not evident or is used only sparingly.
Non-fiction sources have been used in a one-sided and inconsistent manner, and there are shortcomings in their reliability.
Source material (including non-fiction literature) is used without justification and only to a limited extent.
Connections between theory and practice are not evident or are inadequate.
Critical thinking is missing or weak.
Working in a group presents difficulties

Assessment criteria, good (3-4)

The theoretical foundation is clearly presented and supports what is to be addressed.
The non-fiction literature is reliable, diverse, appropriate, and consistent.
The source material (including non-fiction literature) is varied but is used somewhat uncritically and without full justification.
Connections between theory and practice are evident and relevant.
Critical thinking is at a good level.
Group work proceeds smoothly and adds value to the group.

Assessment criteria, excellent (5)

The theoretical foundation is clearly presented, logical, and forms an excellent whole.
The non-fiction literature is up-to-date, reliable, diverse, appropriate, and consistent.
The source material (including non-fiction literature) is varied, used critically, and well justified.
Connections between theory and practice are evident, excellently explained, and highly relevant.
Critical thinking is at a high level.
Group work proceeds smoothly, a great deal of responsibility is taken, and significant added value is contributed to the group

Qualifications

Customer Relation Management