Muo-C3006 Basics of Service Design - 2 ETCS
Responsible teacher: Helena Sustar, PhD
Where: Runeberginkatu 14 -16
Course term: 9 lectures
Days: Tuesday 17:30 – 20:00, and Saturday 9:00 – 12:00 & 13:00 – 16:00
Workload: 54 h (26 hours lectures and other classroom education, 28 hours independent study)
Grading: Pass/Not Pass
Course Language: English (Finnish)
For grading results and course certificates please contact Mr. Heikki Hassi at email@example.com
or visit Certificates and transcripts of records - in English: http://avoin.aalto.fi/en/studies/certificates/
Todistukset ja opintosuoritusotteet - in Finnish: http://avoin.aalto.fi/fi/studies/certificates/
This service design course starts with the discussion on what the service design is and what are its possible future developments. Secondly, presents the most important service design tools and stages of the design process where these tools can be utilised. Then, the course looks into meanings, user experiences and the value co-creation. Lastly, different service design tools are adopted and tested in the co-design workshop setting.
Content and course structure
This course is combined of two components: theoretical and practical. Theoretical part get student familiarised with important service design theory and terminology via lectures and assigned readings, which are discussed at lectures. The practical part is utilised via tasks; exercises and homework, which students complete at home and one-day practical co-design workshop.
• The course provides an overview of the current and emerging uses and roles of service design
• We explore core terminologies, theories, methods and examples of design, planning and other creative professional roles in the context
• The aim is to familiarise students with recent knowledge in the design field and to develop their skills in applying design approaches
• to understand different service design components and dimensions
• to get familiar with service design terminology
• to know the most common service design tools and when and how to use them
• to practice how to prototype service design concepts
• Completing all weekly course practical assignments (homework, tasks) weekly submissions at My Courses (each Monday 23:00)
• Readings: answer questions, weekly submissions at My Courses (each Monday 23:00)
• Participate in the service design workshop completed final assignment – visualisation of service design learning ecology
Week 1: Tuesday 8.5.
Introduction & What is Service Design?
Lecture starts with an introduction to products, service(s), service design and different fields where service design is applied. The lecture aims to answer questions like: What is Service Design?, What are service principles?, Why meaning is important in service design?, What are experiences in service design and how they are related to meanings?, Why services have to be human cantered? The lecture concludes with examples of areas where service design is utilised.
Reading 1 & 2 (BASIC only) and Homework 1: Observations
Submit to My Courses due to 14.5. at 23:00.
Week 2: Tuesday 15.5.
Service Design components & Service Design Tools in Discover & Define stage
The lecture presents Double Diamond Design Framework, Service Design related terminology e.g. touchpoint and some of the most important service design tools like Interviews, Persona, Affinity Diagram, Workshops, Observations, and Customer service journey
Reading 3 and Homework 2: Blueprint
Submit to My Courses due to 21.5. at 23:00.
Week 3: Tuesday 22.5.
Service Design Tools in Develop & Deliver stage
Lecture presents service blueprint: the customer experience of the organization system and their components the front-stage (the environment, objects, people) and the back-stage (the processes, physical and IT infrastructure, management, HR). Also service prototyping and storytelling are explained. At the end of this lecture also the final course assignment of your learning service ecology is explain.
Reading 4 and Homework 3: Planning Co-Design Activates for Central Library
Submit to My Courses due to 28.5. at 23:00.
Week 4: Tuesday 29.5.
Lecture introduce collaboration in the Co-design cases, then the demonstration of co-design and service design planning, then Co-design and facilitation, Co-creation, Co-production (value-co creation, etc.) and Empathic design.
Reading 5 and Homework 4: Travel Experiences
Submit to My Courses due to 4.6. at 23:00.
Week 5: Tuesday 5.6.
Meaning & Experiences
Lecture introduces the anatomy of designing for service design experiences, values, meanings and service experiences and how are your experiences created?
Reading 6 and Homework 5: Analyse an Existing Service
Submit to My Courses due to 14.6. at 23:00.
Week 6, 7 & 8: Saturday 16.6.
Service Prototyping Workshop
Morning: Workshop – First part
Lecture covers Meanings, Service experience, reflecting on existing services and the different aspects of Services, from meanings towards services, Meanings in Services, Role of Meaning, Service Moments, and Envisioning.
Afternoon: Workshop – Second part
Lecture focuses on service prototyping and redesign of the existing services by using five different prototyping service design tools.
Submit to My Courses due to 19.6 at 23:00.
Week 9: Tuesday 19.6.
Service Design Ecology Presentation = Portfolio
Lecture focuses on the final course assignments presentations, feedback and critical discussion of the final course assignments aiming at how to present complexity in a visual way.