Please note! Course description is confirmed for two academic years, which means that in general, e.g. Learning outcomes, assessment methods and key content stays unchanged. However, via course syllabus, it is possible to specify or change the course execution in each realization of the course, such as how the contact sessions are organized, assessment methods weighted or materials used.

LEARNING OUTCOMES

At the end of the course, students should be able to:

  • display an understanding of the key terms, topics, theories, and methods in service systems design;
  • recognize foundational tools for service systems design and describe their functioning when designing.;
  • characterize a service system with the existing terminology;
  • articulate a position for design and design-based work practices in the development of a system from a service design perspective;
  • actively apply the acquired knowledge by working on a systems thinking group project;
  • present relationships and flows within a system or process in a visual form.

Credits: 3

Schedule: 30.10.2020 - 11.12.2020

Teacher in charge (valid 01.08.2020-31.07.2022): Oscar Person

Teacher in charge (applies in this implementation): Martina Caic, Oscar Person

Contact information for the course (valid 14.10.2020-21.12.2112):

Martina Čaić
martina.caic@aalto.fi

Oscar Person
oscar.person@aalto.fi


CEFR level (applies in this implementation):

Language of instruction and studies (valid 01.08.2020-31.07.2022):

Teaching language: English

Languages of study attainment: English

CONTENT, ASSESSMENT AND WORKLOAD

Content
  • Valid 01.08.2020-31.07.2022:

    The course introduces students to the design and visualization of systems and the work of designers in such development processes. Throughout the course, students are introduced to various tools for service design and their functioning in different types of development processes. They are also challenged to explore the limitations of existing tools in the redesign of an existing service design tool. ​

     

    The course is organized through lectures and workshops with weekly assignments which students complete individually and in groups. Examples of topics discussed throughout the course includes complex service systems and value networks, and strategies for visualizations thereof.

  • Applies in this implementation:

    Week 1: Course introduction and setting the stage
    What makes a system complex? What are the ingredients of complexity? 

    Week 2: Zooming in on systemic innovation
    How do you innovate on/in a system?

    Week 3: Zooming in on service system design
    What are the available tools for service and systemic design?

    Week 4: Deepening on service system design
    How do you capture (map) a service for design?

    Week 5: Challenges of systemic innovation & design
    What are the key challenges of systemic innovation & design

    Week 6: Wrapping up team projects
    Time to work and receive feedback on your project

    Week 7: Final event

Assessment Methods and Criteria
  • Valid 01.08.2020-31.07.2022:

    The final grade for the course is based on in-class activity and the individual and group assignments that students complete throughout the course. ​

     

    Students must attend and display active participation in at least 80% of the contact sessions. Active participation in the introduction lecture as well as final presentation is mandatory. ​

  • Applies in this implementation:

    Your final grade in the course is composed of three components:
    1. In-course participation and assignments (20%)
    2. Individual reflection assignment (30%)
    3. Group project (50%)

Workload
  • Valid 01.08.2020-31.07.2022:

    The total workload for the course amounts to 81 hours (I ECTS credits = 27 hours). 
    - Contact teaching (including final presentation) 18 hours   
    - Independent work (preparing to classroom sessions) 54 hours
    - Final presentation 3 hours
    - Personal reflection 8 hours

  • Applies in this implementation:

    -

DETAILS

Study Material
  • Valid 01.08.2020-31.07.2022:

    A reading list is provided at the beginning of the course

  • Applies in this implementation:

    READINGS TO BE DISCUSSED IN CLASS: 

    Week 1

    1. Meadows, D. (2001). Dancing with systems. Whole Earth, 106, 58-63.

    2. Tools for Systems Thinkers: The 6 Fundamental Concepts of Systems Thinking


    Week 2

    1. Pisano, G. P. (2015). You need an innovation strategy. Harvard Business Review, 93(6), 44-54. 

    2. Diana, C., Pacenti, E., & Tassi, R. (2012). Visualtiles: Communication tools for (service) design. In Conference Proceedings ServDes. 2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009 (No. 059, pp. 65-76). Linköping University Electronic Press.


    Week 3

    1. Shostack, G. L. (1984). Designing services that deliver. Harvard Business Review, 62(1), 133-139.

    2. Bitner, M. J., Ostrom, A. L., & Morgan, F. N. (2008). Service blueprinting: a practical technique for service innovation. California Management Review, 50(3), 66-94.


    Week 4

    1. Morelli, N., & Tollestrup, C. (2009). New representation techniques for designing in a systemic perspective. Nordes, (2).

    2. Sevaldson, B. (2011). GIGA-Mapping: Visualisation for complexity and systems thinking in design. Paper presented at the Nordes.


    Week 5

    Secomandi, F., & Snelders, D. (2013). Interface design in services: A postphenomenological approach. Design Issues, 29(1), 3-13.

Prerequisites
  • Valid 01.08.2020-31.07.2022:

    Students should have completed the Digital service design project course prior to taking the course. 

     

FURTHER INFORMATION

Details on the schedule
  • Applies in this implementation:

    Session 1 -  Friday, 30.10.2020 (9:15-12:00)

    Session 2 -  Friday, 06.11.2020 (9:15-12:00)

    Session 3 -  Friday, 13.11.2020 (9:15-12:00)

    Session 4 -  Friday, 20.11.2020 (9:15-12:00)

    Session 5 -  Friday, 27.11.2020 (9:15-12:00)

    Session 6 -  Friday, 04.12.2020 (9:15-12:00)

    Session 7 -  Friday, 11.12.2020 (9:15-12:00)