Study Guide

Objective

The student is able to:

-identify service design process, princibles and methods

- apply processes of service design in different contexts
- innovate, plan and develop new services or change existing processes taking the commissioner's wishes into account, exploiting user-orientation

- find out about customers' needs using different methods
- involve users and staff in the development of services

- perceive the experiential contact points and processes of a service

- plan and execute a service design project

Content

- service design process and concepts
-acquiring customer understanding and engaging customers and staff in development project
- elements of value creation and quality of services
- meeting the needs of service users in operational and service environments
- service experience contact points and their design and modeling
- Improvement of services, development of new services
- The course may include a development project carried out for an external commissioner

Assessment criteria, satisfactory (1)

The student understands the importance of service design and is able to name a few methods of service design. The student is able to understand the service design process and understand what the customer values in the service. The student is able to implement a solution for a commissioner and to present it in an intelligible way.

Assessment criteria, good (3)

The student understands the main features of the service design process and is able to solve service problems using service design methods. They are able to distinguish between the experience and the contact points of the service and understands the elements of value creation. The student is able to take customers' needs into account and involve users in the development process. The student is able to produce several alternative solutions for a commissioner and to present then successfully.

Assessment criteria, excellent (5)

Students are able to independently solve the problems of organization with the help of service design methods. The student can define and understand service design process and the elements of value creation. The student is able to independently develop and modify existing processes, taking into account the wishes of the organization or the customers, utilizing user-orientation.

The student is able to independently create well-working alternative solutions for the commissioner, as well as to present them in a marketing manner.

Materials

Tuulaniemi, J. (2011). Palvelumuotoilu. Talentum.; - Koivisto, M., Säynäjäkangas, J. & Forsberg, S. (2019). Palvelumuotoilun bisneskirja. Alma Talent.; Sekä muu, erikseen ilmoitettava luentomateriaali ja kirjastoalaa koskevat palvelumuotoiluaineistot.