Service Design Management (5cr)

Objectives (course unit)

Purpose of the course In the course, you will learn how to manage a service design project and how service design can be used to develop organisations to be more customer-oriented, people-oriented and competitive. Competences Service management You master the knowledge base of service management and are able to evaluate, analyse and apply it critically. You are able to utilise specialised problem-solving skills and practices in management and its research. Internationality and multiculturalism You are able to interact, communicate and develop activities internationally in your own field of expertise. Operating in a workplace You utilise the opportunities of technology and digitalisation in development and management. Proactive development You produce new information and reform operating methods, combining competence in different fields. You are able to implement research, development and innovation projects and apply different research and development methods. You are able to develop new customer-oriented, sustainable and economically viable solutions, anticipating the future. Learning outcomes You know the principles of service development and several service design methods. You know the basics of managing the service design process, and you have the skills to manage a service design project. You understand how a multidisciplinary creative team and iterative practice can be managed successfully. You understand the principles of strategic user-oriented development work.

Content (course unit)

Design according to the service design process Using service design methods Strategic competence and management of service design The importance and management of customer and employee experience Participation and utilisation of joint development in multidisciplinary teams Managing a creative service design project

Location and time

1. 18.9. 16.30-18.30 Johdatus Palvelumuotoiluun, Palvelumuotoilun perusteet, tehtävä vaihe 1 2. 9.10. 16.30-18.30 Palvelumuotoilu, caset (ohjaus?) 3. 30.10. 16.30-18.30 Esitykset vaihe 1, Palvelumuotoiluprojektin johtaminen, tehtävänanto vaihe 2 4. 13.11. 16.30-18.30 Strateginen palvelumuotoilu 5. 4.12. 16.30-18.30 Esitykset vaihe 2, palautteet ja loppukeskustelu

Assessment scale

0-5

Teaching methods

Luennot, työpajamuotoinen työskentely ja intensiivinen ryhmätyöstekentely

Learning materials

Penin, L. (2019). Designing the invisible. Bloomsbury Publishing.

Student workload

Luennot ja ohjaus 12t, ryhmätyö 123t

Content scheduling

1. Johdatus Palvelumuotoiluun, Palvelumuotoilun perusteet, tehtävä vaihe 1 2. Palvelumuotoilu, caset 3. Esitykset vaihe 1, Palvelumuotoiluprojektin johtaminen, tehtävänanto vaihe 2 4. Strateginen palvelumuotoilu 5. Esitykset vaihe 2, palautteet ja loppukeskustelu