Credits: 7

Schedule: 25.02.2019 - 11.04.2019

Contact information for the course (applies in this implementation): 

Name Nuria Solsona

E-mail nuria.solsona@aalto.fi

Office J201

Office Hours* Monday 14h - 17h & Friday 10h - 17h

* Email first to book an appointment



Teaching Period (valid 01.08.2018-31.07.2020): 

IV

Learning Outcomes (valid 01.08.2018-31.07.2020): 

The aim of the course is to enable students to apply service design methodologies and tools for service innovation. Students will be able to:

  • Understand the characteristics of complex services that have multiple stakeholders involved
  • Adopt a problem-definition thinking, rather than a solution-driven perspective
  • Apply user-centered process and service design tools and methods to a real case project
  • Find tangible applications to an client brief, which bring clear benefits to relevant stakeholders
  • Respond to client and user feedback as part of the design process

 

Content (valid 01.08.2018-31.07.2020): 

The goal of the course is to give students a first experience of designing outcomes through the design of services.

The course is structured around a hands-on project brief following the service design process.

Students will work on:

  • the definition of a new service concept​
  • the design of a digital and non-digital service interaction
  • the creation of project materials for Aalto, project partners and other stakeholders that communicate the value of the new service

Details on the course content (applies in this implementation): 

The course is focused on learning the practice of service design through the design of a service concept for a real-life company. Throughout the course, students will work on the same project brief in project teams.

The seven-week course is structured following the service design process. It is divided into two parts: PART I Defining the problem (Week 1 - 4) and PART II Defining the solution (Week 5 - 7).

  • On PART I Project teams will work on defining different service concepts that will be presented in the mid-term review. Based on the feedback one service concept will be selected.
  • On Part II Project teams will design specific service touchpoints (online and offline) for the selected service concept.

Monday and Wednesday* are dedicated days for lectures (2.45h each session). Lectures are focused on learning and practicing tools and methods related to the specific project phase. Lectures will combine content with in-class exercises, in a group and individually, with active participation and reflection. Lectures aim to provide a practical toolkit to be applied throughout the project work.

Thursday* is the dedicated day for project tutorials. Each team will have a time slot of 30 min. – that you'll need to book in advance. The session is aimed at providing project guidance and direction. Tip: Come prepared to make the best of your time slot!

* Check the detailed schedule for changes on W1 & W4

Assessment Methods and Criteria (valid 01.08.2018-31.07.2020): 

Lectures, assignments with working groups. Projectwork.

Passing the course requires attending 80% of the contact sessions, passed assignments and the level of projectworks.

 

Elaboration of the evaluation criteria and methods, and acquainting students with the evaluation (applies in this implementation): 

Project deliverables

  • the definition of a new service concept
  • the design of a digital and non-digital service interaction
  • the creation of project materials for Aalto, project partners and other stakeholders that communicate the value of the new service

The grading is qualitative. The following criteria will be used to evaluate the quality of the above:

Individual work

  • A constructive and proactive attitude in class. A collaborative attitude towards colleagues and teaching staff
  • Active participation in assignments and project work
  • Reflection and critical perspective

Project work

  • Service concept: Articulates the value of the new service to relevant stakeholders. Reflects a well-defined problem space supported with evidence from user research and other service design activities. 
  • Service interaction (online/offline): Shows the service experience in a tangible manner. It is consistent with the service concept. It adds clarity on how the service would actually work in practice. 
  • Follows the service design principles and user-centered approach
  • Applies tools and methods from class
  • All assignments have been completed on time
  • Offers a critical perspective on social and business challenges
  • Good communication in presentation and project materials

Assignments

  • Assignments need to be all completed and on time
  • Learnings from the assignments should be applied to the project work
  • Assignments won't be graded individually

Grading scale: 0 = failed, 1 = sufficient, 2 = satisfactory, 3 = good, 4 = very good, 5 = excellent 

Workload (valid 01.08.2018-31.07.2020): 

189 h

60 h lectures, contact teaching

109 h group working and independent work

20 h personal reflection

 

Details on calculating the workload (applies in this implementation): 


Study Material (valid 01.08.2018-31.07.2020): 

The material will be given in the beginning of the course.

Details on the course materials (applies in this implementation): 

Andy, P., Reason, B., and Løvlie, L. (2013) Service Design From Insight to Implementation. New York. Rosenfeld

Brown, T. and Kātz, B. (2009). Change by design. New York: Harper Business.

Portigal, S. Interviewing User. How to uncover compelling insights (2013). New York. Rosenfeld


Substitutes for Courses (valid 01.08.2018-31.07.2020): 

tm0051 TM III palvelumuotoilun projekti TM (6 op), te0038 Konseptointi TE (6 op).

Course Homepage (valid 01.08.2018-31.07.2020): 

https://mycourses.aalto.fi/course/search.php?search=MUO-C3011

Prerequisites (valid 01.08.2018-31.07.2020): 

MUO-C3006 Palvelumuotoilun perusteet

Grading Scale (valid 01.08.2018-31.07.2020): 

0-5

Registration for Courses (valid 01.08.2018-31.07.2020): 

WebOodi

https://into.aalto.fi/display/fiartskand/Opintojen+suunnittelu

 

 

Additional information for the course (applies in this implementation): 

Mid-term review presentation
Wednesday 20.03
13.15 - 16.00
U259 POSTI

Final presentation
Thursday 11.04
13.15 - 17.00
U119


Details on the schedule (applies in this implementation): 

PART I: DEFINING THE PROBLEM 

WEEK 1: Introduction to the brief
DateTopicAssignment  

Monday 25.02
09.15 - 12.00

Course introduction
Project brief by client partner

Service safari
Due Wednesday 27.02


Wednesday 27.02
13.15 - 16.00

Services & Experiences
Service actors and ecosystems

Exercise: Service ecology map


Thursday 28.02
09.15 - 12.00

User research
Exercise: Research plan

Conduct fieldwork and parallel research 
Due Wednesday 06.03

WEEK 2: Research & Analysis
DateTopicAssignment  

Monday 04.03
09.15 - 12.00

Analysis I
Exercise: User profiles 

User profiles
Due Monday 11.03

Wednesday 06.03 
13.15 - 16.00

Analysis II
Exercise: Insights analysis process

 

Thursday 07.03
09.15 - 12.00

Tutorials
Book your 30 min. time slot in advance
Review identified problem spaces. What are the pains you have identified?

 

WEEK 3: Service propositions
DateTopicAssignment  

Monday 11.03
09.15 - 12.00

Service concepts
Exercise: Service concept template 

Service concept template
Due Wednesday 13.03

Wednesday 13.03 
13.15 - 16.00

Service scenarios & Validation
Exercise: Service scenarios

Validate concepts with users
Due Wednesday 20.03 

Thursday 14.03
09.15 - 12.00

Tutorials
Book your 30 min. time slot in advance
Review identified opportunities and emerging concepts.

 

WEEK 4: Validate & Iterate (Mid-term review)
DateTopicAssignment  

Monday 18.03
09.15 - 12.00
R001/U356

Co-creation, capturing and iterating feedback 
Exercise: User profiles 

Service concept template
Due Wednesday 13.03

Wednesday 20.03 
13.15 - 16.00
R001/U356

Mid-term review presentation

Upload presentations
Due Wednesday 20.03

Thursday 21.03
09.15 - 12.00
R001/U119

Self-reflection. Mid-term review feedback analysis
Peer-to-peer review

Select one concept
Due Monday 25.03



Description

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