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 & W4Assessment 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
Date | Topic | Assignment |
---|---|---|
Monday 25.02 | Course introduction | Service safari |
Wednesday 27.02 | Services & Experiences Exercise: Service ecology map | |
Thursday 28.02 | User research | Conduct fieldwork and parallel research Due Wednesday 06.03 |
Date | Topic | Assignment |
---|---|---|
Monday 04.03 | Analysis I | User profiles |
Wednesday 06.03 | Analysis II | |
Thursday 07.03 | Tutorials |
Date | Topic | Assignment |
---|---|---|
Monday 11.03 | Service concepts | Service concept template |
Wednesday 13.03 | Service scenarios & Validation | Validate concepts with users Due Wednesday 20.03 |
Thursday 14.03 | Tutorials |
Date | Topic | Assignment |
---|---|---|
Monday 18.03 | Co-creation, capturing and iterating feedback | Service concept template |
Wednesday 20.03 | Mid-term review presentation | Upload presentations Due Wednesday 20.03 |
Thursday 21.03 | Self-reflection. Mid-term review feedback analysis | Select one concept Due Monday 25.03 |
- Teacher: Kuusisto-Korczak Elina
- Teacher: Solsona Caba Nuria