Study Guide

Objective

The student is able to
- innovate, design and develop services and products so that they meet the company's business goals and the customer's needs
- find out about customers' needs using different methods
- apply processes of service design in different contexts
- involve users and staff in the development of services
- perceive the experiential contact points and processes of a service/event/production
- design and build a storified and physical framework for a service
- develop and change existing processes taking the commissioner's wishes into account, exploiting user-orientation
- apply business principles and opportunities in the development of services
- take into account the possibilities of the circular economy in the development of services

Content

- Service design process
- Opportunities of service design in different contexts
- Acquisition and interpretation of customer insight
- Elements of value creation and quality of services
- Meeting the needs of service users and analysis of the operational environment
- Contact points of the service experience and their design and modelling
- Improvement of services, development of new services and spin-offs
- Taking the company brand into account in service and product design
- Implementation of new services in the organization
- Commercialization of the service concept (BMC)
- The course may include a development project carried out for an external commissioner

Materials

Wilkinson, Michael, The Secrets of Facilitation: The SMART Guide to Getting Results with Groups
John Wiley & Sons 2012, e-kirja
Juha Tuulaniemi, Palvelumuotoilu, Talentum 2013
Material in the Moodle

Teaching methods

Lectures, exam, Service design group work

Student workload

160 hours

Evaluation scale

1-5

Assessment criteria, satisfactory (1)

The student is able to implement a well-working solution for a customer and to present it in an intelligible way.

Assessment criteria, good (3)

The student presents the opportunities of service design to the commissioner and is able to produce several alternative solutions. The student is able to take customers' needs into account and involve users in the development process. The student recognizes the methods of service design and is able to apply them.

Assessment criteria, excellent (5)

The student is able to illustrate the opportunities of service design for the development of the commissioner's functions and to create well-working alternative solutions for the commissioner, as well as to present them in a marketing manner. The student is able to take customers' needs into account and involve them in the development process. The student is able to convert theory into practical development activities.

Assessment methods and criteria

Exam and the group work