Service Design
In this course you will learn how to create great experiences for customers and use design thinking methods. You’ll get hands-on practice in planning and running projects while developing teamwork and entrepreneurial skills.
Kauppa, hallinto ja oikeustieteet, Tietojenkäsittely, Turvallisuusala
Aikataulutettu verkko-opiskelu
Toteutusaika: 10.02.2025 - 13.05.2025
7 paikkaa jäljellä
Ilmoittautuminen: 28.11.2024 - 12.01.2025
Tutkinto, johon opinto kuuluu Laureassa: Liiketalouden koulutus (HLY2), Laurea yhteinen
Koulutuksen laajuus: 10 opintopistettä
Pääasiallinen opetuskieli: englanti
Koulutuksen taso: AMK
Sijainti: Laurea Verkkokampus
Ilmoittautumistilanne: 3 / 10
Tietoa koulutuksesta
THEORY PART 11.2.2025 – 23.3.2025. The theory covers service design process (Double Diamond), service design principles, tools and methods. Theory part includes five tests which are done individually. All test can be taken at student’s own pace and the tests need to be passed before the project part begins.
PROJECT PART 25.3.2025 – 13.5.2025 Students in teams will conduct a service design project using a Design Sprint process for partner organization. In project you will use the tools and methods presented in theory section: e.g. desk research, interview planning and interviews, personas and customer journeys, ideation, prototyping and validating your ideas. We will use Canvas and digital co-creation tool Miro for team collaboration and Zoom for guidance sessions.
Project includes: Pre -Sprint 25.3.-7.4. (desk and field research) Sprint 8.4.-22.4. (Design Sprint process) After Sprint 28.4.- 13.5. (Pitch Presentations and finalizing service concept)
In this course you’ll learn:
- describe how value is created for the customers through service
- recognize the essence of Service Design thinking and methods
- plan, implement and evaluate a Service Design project using service design methods
- apply creative problem-solving and develop working methods individually and in teams
- foster entrepreneurship through service design
The study unit is conducted online and does not require attendance on campus. The study unit consists of two parts: Theory part and Project part.
The Theory part runs through 11.2.2025 – 23.3.2025. The Theory part (3ECTS) is completed independently following a schedule by a given deadline. Self-direction is required. You will study the theory in a Canvas learning environment which includes learning material and tests.
Please Note! Completing the Theory part and all the tests in it is a prerequisite for attending the second part, The Project part.
The Project part runs through 25.3.2025 – 13.5.2025 The Project part (7ECTS) is an online Design Sprint, which includes a service design project based on a real-life design challenge. Design Sprint is divided in Pre-Sprint, Sprint and After Sprint sections. We will use Canvas, digital co-creation tool Miro and Zoom. This includes scheduled guidance online: other than Q&A sessions are recorded and can be viewed on Canvas afterwards. The Design Sprint Project is done in teams and requires active participation and commitment to interactive studying. In addition to the guided sessions, please prepare yourself also for intensive teamwork in-between the sessions!
You will receive feedback for the project from the teacher during the project. Working life and peer feedback is utilized when presenting your teamwork results. For the project we will use Canvas learning environment, digital co-creation tool MIRO for collaborative online group work and Zoom for guidance sessions. In Miro you will have a set of templates that guide you through the project tasks.
Course sessions, (please note the mandatory sessions): Theory part begins 11.2. at 16.30-19.00 in Zoom: Service Design study unit Kick-off (this session is mandatory. By attending the first session you will confirm your participation on this study unit!)
Project part begins Pre-Sprint 25.3. at 16.30-19.00 in Zoom: Pre-Sprint Kick-Off, Project partner present, Customer insight & instructions for the problem interviews, personas and customer journeys, interview planning, MANDATORY (the project teams are confirmed at this session)
Sprint, guidance Q&A sessions 8.4. at 16.30-19.00 Zoom Design Sprint days info, Q&A, project partner present 9.4. at 16.30-19.00 Zoom Q&A session 15.4. at 16.30-19.00 Zoom Q&A session 16.4. at 16.30-19.00 Zoom Q&A session 22.4. at 16.30-19.00 Zoom Q&A session
After Sprint 6.5. at 16.30-19.00 Pitching Presentations 7.5. at 16.30-19.00 Pitching Presentations
According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrollment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.”
- 11.02.2025 16:30 – 19:00
- 23.03.2025 08:00 – 08:15
- 25.03.2025 16:30 – 19:00
- 08.04.2025 08:00 – 08:15
- 08.04.2025 16:30 – 19:00
- 09.04.2025 16:30 – 19:30
- 15.04.2025 16:30 – 19:00
- 16.04.2025 16:30 – 19:30
- 22.04.2025 16:30 – 19:00
- 28.04.2025 08:00 – 08:15
- 06.05.2025 16:30 – 19:00
- 07.05.2025 16:30 – 19:00
- 13.05.2025 08:00 – 08:15
- 11.02.2025 16:30 – 19:00
- 23.03.2025 08:00 – 08:15
- 25.03.2025 16:30 – 19:00
- 08.04.2025 08:00 – 08:15
- 08.04.2025 16:30 – 19:00
- 09.04.2025 16:30 – 19:30
- 15.04.2025 16:30 – 19:00
- 16.04.2025 16:30 – 19:30
- 22.04.2025 16:30 – 19:00
- 28.04.2025 08:00 – 08:15
- 06.05.2025 16:30 – 19:00
- 07.05.2025 16:30 – 19:00
- 13.05.2025 08:00 – 08:15
- 11.02.2025 16:30 – 19:00
- 23.03.2025 08:00 – 08:15
- 25.03.2025 16:30 – 19:00
- 08.04.2025 08:00 – 08:15
- 08.04.2025 16:30 – 19:00
- 09.04.2025 16:30 – 19:30
- 15.04.2025 16:30 – 19:00
- 16.04.2025 16:30 – 19:30
- 22.04.2025 16:30 – 19:00
- 28.04.2025 08:00 – 08:15
- 06.05.2025 16:30 – 19:00
- 07.05.2025 16:30 – 19:00
- 13.05.2025 08:00 – 08:15
- 11.02.2025 16:30 – 19:00
- 23.03.2025 08:00 – 08:15
- 25.03.2025 16:30 – 19:00
- 08.04.2025 08:00 – 08:15
- 08.04.2025 16:30 – 19:00
- 09.04.2025 16:30 – 19:30
- 15.04.2025 16:30 – 19:00
- 16.04.2025 16:30 – 19:30
- 22.04.2025 16:30 – 19:00
- 28.04.2025 08:00 – 08:15
- 06.05.2025 16:30 – 19:00
- 07.05.2025 16:30 – 19:00
- 13.05.2025 08:00 – 08:15
- 11.02.2025 16:30 – 19:00
- 23.03.2025 08:00 – 08:15
- 25.03.2025 16:30 – 19:00
- 08.04.2025 08:00 – 08:15
- 08.04.2025 16:30 – 19:00
- 09.04.2025 16:30 – 19:30
- 15.04.2025 16:30 – 19:00
- 16.04.2025 16:30 – 19:30
- 22.04.2025 16:30 – 19:00
- 28.04.2025 08:00 – 08:15
- 06.05.2025 16:30 – 19:00
- 07.05.2025 16:30 – 19:00
- 13.05.2025 08:00 – 08:15
- 11.02.2025 16:30 – 19:00
- 23.03.2025 08:00 – 08:15
- 25.03.2025 16:30 – 19:00
- 08.04.2025 08:00 – 08:15
- 08.04.2025 16:30 – 19:00
- 09.04.2025 16:30 – 19:30
- 15.04.2025 16:30 – 19:00
- 16.04.2025 16:30 – 19:30
- 22.04.2025 16:30 – 19:00
- 28.04.2025 08:00 – 08:15
- 06.05.2025 16:30 – 19:00
- 07.05.2025 16:30 – 19:00
- 13.05.2025 08:00 – 08:15
- 11.02.2025 16:30 – 19:00
- 23.03.2025 08:00 – 08:15
- 25.03.2025 16:30 – 19:00
- 08.04.2025 08:00 – 08:15
- 08.04.2025 16:30 – 19:00
- 09.04.2025 16:30 – 19:30
- 15.04.2025 16:30 – 19:00
- 16.04.2025 16:30 – 19:30
- 22.04.2025 16:30 – 19:00
- 28.04.2025 08:00 – 08:15
- 06.05.2025 16:30 – 19:00
- 07.05.2025 16:30 – 19:00
- 13.05.2025 08:00 – 08:15
- 11.02.2025 16:30 – 19:00
- 23.03.2025 08:00 – 08:15
- 25.03.2025 16:30 – 19:00
- 08.04.2025 08:00 – 08:15
- 08.04.2025 16:30 – 19:00
- 09.04.2025 16:30 – 19:30
- 15.04.2025 16:30 – 19:00
- 16.04.2025 16:30 – 19:30
- 22.04.2025 16:30 – 19:00
- 28.04.2025 08:00 – 08:15
- 06.05.2025 16:30 – 19:00
- 07.05.2025 16:30 – 19:00
- 13.05.2025 08:00 – 08:15
- 11.02.2025 16:30 – 19:00
- 23.03.2025 08:00 – 08:15
- 25.03.2025 16:30 – 19:00
- 08.04.2025 08:00 – 08:15
- 08.04.2025 16:30 – 19:00
- 09.04.2025 16:30 – 19:30
- 15.04.2025 16:30 – 19:00
- 16.04.2025 16:30 – 19:30
- 22.04.2025 16:30 – 19:00
- 28.04.2025 08:00 – 08:15
- 06.05.2025 16:30 – 19:00
- 07.05.2025 16:30 – 19:00
- 13.05.2025 08:00 – 08:15
- 11.02.2025 16:30 – 19:00
- 23.03.2025 08:00 – 08:15
- 25.03.2025 16:30 – 19:00
- 08.04.2025 08:00 – 08:15
- 08.04.2025 16:30 – 19:00
- 09.04.2025 16:30 – 19:30
- 15.04.2025 16:30 – 19:00
- 16.04.2025 16:30 – 19:30
- 22.04.2025 16:30 – 19:00
- 28.04.2025 08:00 – 08:15
- 06.05.2025 16:30 – 19:00
- 07.05.2025 16:30 – 19:00
- 13.05.2025 08:00 – 08:15
- 11.02.2025 16:30 – 19:00
- 23.03.2025 08:00 – 08:15
- 25.03.2025 16:30 – 19:00
- 08.04.2025 08:00 – 08:15
- 08.04.2025 16:30 – 19:00
- 09.04.2025 16:30 – 19:30
- 15.04.2025 16:30 – 19:00
- 16.04.2025 16:30 – 19:30
- 22.04.2025 16:30 – 19:00
- 28.04.2025 08:00 – 08:15
- 06.05.2025 16:30 – 19:00
- 07.05.2025 16:30 – 19:00
- 13.05.2025 08:00 – 08:15
- 11.02.2025 16:30 – 19:00
- 23.03.2025 08:00 – 08:15
- 25.03.2025 16:30 – 19:00
- 08.04.2025 08:00 – 08:15
- 08.04.2025 16:30 – 19:00
- 09.04.2025 16:30 – 19:30
- 15.04.2025 16:30 – 19:00
- 16.04.2025 16:30 – 19:30
- 22.04.2025 16:30 – 19:00
- 28.04.2025 08:00 – 08:15
- 06.05.2025 16:30 – 19:00
- 07.05.2025 16:30 – 19:00
- 13.05.2025 08:00 – 08:15
- 11.02.2025 16:30 – 19:00
- 23.03.2025 08:00 – 08:15
- 25.03.2025 16:30 – 19:00
- 08.04.2025 08:00 – 08:15
- 08.04.2025 16:30 – 19:00
- 09.04.2025 16:30 – 19:30
- 15.04.2025 16:30 – 19:00
- 16.04.2025 16:30 – 19:30
- 22.04.2025 16:30 – 19:00
- 28.04.2025 08:00 – 08:15
- 06.05.2025 16:30 – 19:00
- 07.05.2025 16:30 – 19:00
- 13.05.2025 08:00 – 08:15
- 11.02.2025 16:30 – 19:00
- 23.03.2025 08:00 – 08:15
- 25.03.2025 16:30 – 19:00
- 08.04.2025 08:00 – 08:15
- 08.04.2025 16:30 – 19:00
- 09.04.2025 16:30 – 19:30
- 15.04.2025 16:30 – 19:00
- 16.04.2025 16:30 – 19:30
- 22.04.2025 16:30 – 19:00
- 28.04.2025 08:00 – 08:15
- 06.05.2025 16:30 – 19:00
- 07.05.2025 16:30 – 19:00
- 13.05.2025 08:00 – 08:15
- 11.02.2025 16:30 – 19:00
- 23.03.2025 08:00 – 08:15
- 25.03.2025 16:30 – 19:00
- 08.04.2025 08:00 – 08:15
- 08.04.2025 16:30 – 19:00
- 09.04.2025 16:30 – 19:30
- 15.04.2025 16:30 – 19:00
- 16.04.2025 16:30 – 19:30
- 22.04.2025 16:30 – 19:00
- 28.04.2025 08:00 – 08:15
- 06.05.2025 16:30 – 19:00
- 07.05.2025 16:30 – 19:00
- 13.05.2025 08:00 – 08:15
THEORY PART The theory part is 3 ECTS which equals approximately 81h of studying. Work is done individually, self-direction is required.
PROJECT PART The project part is 7 ECTS which equals approximately 189 h of studying. The project will be done in teams. Experience in study unit teamwork online is required.
Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This is service design doing. Sebastopol: O’Reilly. Ebook: https://laurea.finna.fi/Record/nelli01.4100000002045871?sid=2956837188
Knapp, J., Zeratsky, J. & Kowitz, B. 2016. Sprint: How to solve big problems and test new ideas in just five days. New York: Simon & Schuster. Ebook: https://laurea.finna.fi/Record/3amk.87746?sid=2956838418
“The evaluation of competence is based on the descriptions of objectives in the curricula, and the level of competence is assessed according to the evaluation criteria listed in the implementation plan for the studies.” (Laurea degree regulations).
THEORY PART: 3ECTS Fully automated including individual assignments, 5 Quizzes on Canvas, scale 1-5.
PROJECT PART: 7ECTS Interactive online part, team assignments: Pitch presentation and Design Sprint Portfolio. Scale 1-5. The Design Sprint process and the outcomes of the project (Pitch presentation and Design Sprint Portfolio) are evaluated by the lecturers. For the Pitch presentations teams will receive feedback from partner organization, peers and lecturers. BuddyCheck will be used for teamwork feedback at the end of the course.
In this study unit the assessing of the competences will be done by using the criteria set for requirement level II.
Professional knowledge basis, information searching and reporting
To achieve grade 5 student must be able to – analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge
To achieve grade 3 student must be able to – critically evaluate information and justify their actions with science-based knowledge
To achieve grade 1 (or pass) student must be able to – use professional concepts in a consistent manner and demonstrate their familiarity with the knowledge basis – report and communicate in a professional manner
Professional practice and workplace development
To achieve grade 5 student must be able to – evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact – anticipate needs of customers and/or co-operation partners
To achieve grade 3 student must be able to – propose creative solutions at work – promote professional co-operation and enhance customer and partner relationships
To achieve grade 1 (or pass) student must be able to – act independently taking into account the operating environment – take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
Teamwork, skills, leadership, and responsibility
To achieve grade 5 student must be able to – evaluate and develop the team’s entrepreneurial and responsible approach to work – evaluate the possibilities for utilising competence and plan their personal development and development of the team
To achieve grade 3 student must be able to – act in a manner that promotes the team’s entrepreneurial and responsible approach to work – describe the development of their competence in relation to the learning outcomes
To achieve grade 1 (or pass) student must be able to – describe the significance of their actions for successful co-operation – describe their competence in relation to the learning outcomes
“Students who has failed to demonstrate their competence in accordance with the approved level must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit.” (Laurea degree regulations.)
All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. If Ouriginal is used when assignments are checked, the lecturer will inform the students of this.
Arviointiasteikko: H-5
The study unit corresponds to the requirements of Bachelor’s level education.
According to the degree regulations (section 18) ”students must be present for the first contact teaching session, or they must notify the responsible teacher of their absence to confirm they intend to participate in studies, Alternatively, the teacher can specify a different manner for the student to confirm that they intend to participate in the studies. The completion of these measures can be required within a week of the studies having begun. The application of the aforementioned approach requires that the teacher notifies the students accepted to the study unit of the practice and that the practice is specifically mentioned in the study unit’s implementation plan.
If the student has a justified reason for not attending the first contact teaching session or for not notifying the teacher of their intention to be involved in studies in the manner required by the teacher, the student must contact the responsible teacher to agree on participation in the studies. Their registration for the study unit will be rejected, of the student does not notify the teacher of being absent from the first contact teaching session or the reason for their absence cannot be considered justified, Another student who is in line for the study unit can be selected in their place.”
The quality of the study unit implementation has been assessed and the self-evaluation report is available in Canvas.
Please familiarize yourself with the cancellation process and cancellation terms.
