Study Guide

Objective

After completing the course, the student is able to:

- lead a service design project and involve different stakeholders in order to create opportunities for service development
- deepen hers/his insights in co-design in order to facilitate and manage service design processes
- work in different communicative and interactive situations in multidisciplinary teams

Content

- Analysing an organisation’s services with a commissioner to find out areas in need of development (e.g. stakeholder map, customer journey map, service blueprint, business model canvas, value proposition canvas)
- Co-design with staff members and other stakeholders
- Workshop facilitating methods and tools
- Leading groups
- Different types of personalities, ways of working
- SCARF-model
- Service Design Project - adapting theory to a real working life project with a commissioner.

Location and time

Spring 2022:

The course starts with a pre-assignment 31.1.2022 and ends when a process portfolio is returned 3.4.2022.

Contact study days:

Friday 11.2.2022 at 8.30 - 12
Saturday 12.2.2022 at 8.30 - 12
Friday 11.3.2022 at 8.30 - 12
Saturday 12.3.2022 at 8.30 - 12

The course will be held at Novia UAS campus at Henrikinkatu 7, Turku / Online

Materials

Masters theses:
Aromaa, S. 2018. Group Workshops as a Tool in Development of a New, Digital Service – Case Neighbour Food.
https://www.theseus.fi/bitstream/handle/10024/151516/Aromaa_Sanni.pdf?sequence=1&isAllowed=y

Lähteenmäki, S. 2019. Designing a New Generation Online Community for Telia Finland.
https://www.theseus.fi/bitstream/handle/10024/172443/Susanna-Lahteenmaki-Service-Design-Online-Community-Telia-2019.pdf?sequence=2&isAllowed=y

Rainio, I. 2014. Co-created Corporate Story - Creating a Concept for Engaging Staff into Change Implementation. Laurea UAS.
https://www.theseus.fi/handle/10024/82186

Raitanen, N. 2020. Service Designing Co-working Possibilities. Internal Communication in Virtual Expert Teams. Novia UAS.
https://www.theseus.fi/bitstream/handle/10024/339791/Raitanen_Noora.pdf?sequence=2&isAllowed=y

Salmelin, A. 2014. Successful Service Development in the Public Sector: a Case study of a Service Design Project Carried out in Short-Term Care Services in the Town of Turku. Laurea UAS.
https://www.theseus.fi/handle/10024/78590

Course literature and materials:

Curedale, R. 2013. Service Design. 250 Essential Methods. Design Community College Inc.

Holmlid, S., Mattelmäki, T., Visser, F.S & Vaajakallio, K. 2015. Co-creative Practises in Service Innovation. In The Handbook of Service Innovation. (Eds. Agarwal, R., Selen, W., Roos, G. & Green, R). Springer. 545-574.

Innovationtool.fi

Kantojärvi, P. 2012, Fasilitointi luo uutta. Menesty ryhmän vetäjänä. Talentum.

Martin, B. & Hanington, B. 2012. Universal Methods of Design. Rockport.

Naranjo-Bock, C. 2012. Creativity-based Research: The Process of Co-Designing with Users.
https://uxmag.com/articles/creativity-based-research-the-process-of-co-designing-with-users

Sanders, E. & Stappers, P.J. 2008. Co-creation and the New Landscapes of Design.
http://www.tandfonline.com/doi/full/10.1080/15710880701875068

Stickdorn, M. & Schneider, J. 2011. This is Service Design Thinking. Basics - Tools - Cases. John Wiley & Sons Inc.

Teaching methods

- The course will be carried out as a service development project. The objective of the project is to concentrate on co-design with stakeholders.
- The project can be done for current research and development projects at the universities.
- Working with another commissioner is also possible.
- Also group work is possible.

Learning methods:
- pre-assignment
- contact and distance learning
- lectures
- workshops and exercises in groups
- service development project work for a commissioner (facilitating a workshop)
- presentations
- peer feedback
- active participation and interaction in group work.

Employer connections

A service design project work will be done in collaboration with a commissioner.

Peer learning and collaboration with other students are essential to the learning process. The international and interdisciplinary student group enable interaction and knowledge sharing.

Exam schedules

Submission of the process portfolio by 3.4.2022.

Overdue assignments shall be returned by 2.5.2022 or 31.5.2022 at the latest.

Completion alternatives

According to the principles of credit transfer.

Student workload

Work load approximately:
- contact sessions: ca 16 h
- distance studies: ca 120 h

Dimensioning of the student work:
Pre-assignment 8 h
Essay of different workshop methods 16 h
Planning of workshop exercises and presentations 8 h
Co-design project 70 h
Process portfolio 14 h
Peer feedback 4 h

Content scheduling

The course will be described in detail on Itslearning platform.

Further information

The course is implemented in co–operation between Novia UAS and Turku UAS. The responsible teachers are Elina Vartama (Novia UAS) and Päivi Katajamäki (TUAS). The teachers share the responsibility equally during the course.

Evaluation scale

H-5

Assessment methods and criteria

Assignments:

1) Analysis of a master's thesis.

2) Essay of different workshops methods.

3) Process and reporting of the project. A description of the process of the project including planning and conducting the workshop(s) in order to develop the service for the commissioner. It includes an analysis of the results and suggestions for further development of the service. It consists of text and visualized perception material and other documents necessary for the reader to be able to understand the process.

4) Active participation and interaction in group work.

5) All the required tasks returned in time.

Assessment is based on:
- Depth of theoretical and analytical approach
- Applying of co-design methods for innovative problem solving
- Engagement of stakeholders in the development process
- Informativeness and visualisation of the process portfolio

Lecturers', self and peer evaluation

Assessment criteria, fail (0)

Fail 0
Quantity: the work is not completed and or,
Quality: the minimum content requirements are not met

Assessment criteria, satisfactory (1-2)

Sufficient 1
Theory and methodology are poorly understood and implemented in real life project.
Co-design, analysis, communication and documentation are hardly acceptable.
Active participation.

Satisfactory 2
Appear to grasp theory and have made a start in showing its applicability in real life project.
Co-design, analysis, communication and documentation are acceptable.
Active participation

Assessment criteria, good (3-4)

Good 3
Understanding of theory and applicability of methods in real life project, but work could be stronger.
Co-design, analysis, communication and documentation are good.
Active participation.

Very Good 4
General understanding of theory and methods, very good implementation in real life project.
Innovative co-design process, and analysis, communication and documentation on good level.
Very active participation.

Assessment criteria, excellent (5)

Excellent 5
Mastery of theory and methods, proficiency of implementation of them in real-life project.
Innovative co-design process, excellent analysis, and outstanding communication and documentation.
Very active participation.

Qualifications

Competency objectives for Service Design Methods and Tools -course or corresponding competences obtained.