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  • AMUO-C3006 - Basics of Service Design August-September 2021

    Basics of Service Design (August-September) course will be delivered online. The course material is uploaded regularly before and during the course, so please follow this space regularly. 

    AMUO-C3006 - Basics of Service Design (August-September) 

    Responsible teacher: Dr Helena Sustar, Aalto University, Learning Services, helena.sustar@aalto.fi   

    Where: each Tuesday from 18:00 to 20:00 via Microsoft Teams (Workshop on Sunday 11.9. 9-13:00)


    Course term: 9 lectures (Lectures 6, 7, 8 are Workshop sessions)

    Workload: 54 h (online lectures, group work and independent study)

    Grading: Pass/Fail

    Course Language: English (Finnish)

    Twitter: #AaltoOpenSD  


    Click Here if you want to give feedback on the course. 

    Thank you in advance for your feedback. 


    Note! Course grades and certificates 

    The results from the course will be published at the latest 30 days after the last lecture in WebOodi at https://oodi.aalto.fi/ or https://www.aalto.fi/en/aalto-university-open-university/results-certificates-and-transcripts-of-records. For any other questions, don't hesitate to get in touch with avoin@aalto.fi.

    Please do not send me emails regarding certificates unless the issues are related to the grade itself.

     

    Course description

    A redesign of sustainability services is a red thread of this basic service design (SD) course. The sustainability theme was selected due to limited recourses, climate change and urgency to reduce our consumption. This course starts with a discussion of the SD and its possible future developments. Secondly, it presents the essential SD tools and stages of the design process to utilise these tools. Then, the course studies meanings, user experiences and the value of co-creation. Lastly, different SD tools are adopted and tested in the online co-design workshop.

     

    Content and course structure

    Due to the situation, the study is done online. The classes are delivered via a weekly two hours lecture, which concludes with a discussion. Each lecture combines two components: theoretical and practical. The theoretical part will familiarise you with relevant SD theory and terminology via lessons, homework and assigned readings. Course participants will employ the practical part via a circular services case analysis, different assignments, exercises, homework completed individually and in a group, and a one-day practical co-design workshop.

     

    Learning outcomes

    • to understand different service design components and dimensions

    • to get familiar with service design terminology

    • to distinguish the most common service design tools, and when and how to use them

    • to practice how to prototype service design concepts

     

    Assessments

    • Practical assignments: completed every week and submitted on Blogger (each Sunday at 23:00) 

    • Readings: read while also answering related questions, weekly submissions at Blogger (each Sunday at 23:00) 

    • Participation in the SD workshop and completed the final assignment

    Week 1 Put your service design lenses on 

    The lecture starts with introducing products, service(s), service design and different fields where service design is used in practice. The lecture answers questions like what service design is and what are the SD principles? The lecture concludes with examples of domains where SD is utilised.

    Week 2 Systemic and holistic understanding of contexts with SD tools 

    The lecture starts with the Double Diamond, the design process, SD related terminology and several elementary SD tools like interviews, circular business model, future scanning tools, Persona, a workshop, customer service journey and Blueprint.

    Week 3 Designing meaningful services     

    Lecture discusses different aspects of meanings in services, the role of meaning, service moments, service experience and reflecting existing services. Finally, the class touches upon the strategic design and sustainable development goals. 

    Week 4 Rethinking value in a changing landscape 

    The class starts with value evolution and new value emerging paradigms in Anthropocene. Furthermore, we discuss collaboration and facilitation in the co-design cases following co-creation, co-production and empathic design explanation. 

    Week 5 Personalised customer experiences                                                  

    A lecture differentiates between meaning and experiences, the anatomy of designing for customer experiences and the typology of experiences. The lecture concludes with six dimensions of experiences and implications in the organisational context.

    Week 6, 7 & 8 Service experimentation workshop 

    We will use results from analysing selected circular services to experiment and develop transformative services resisted unexpected events that we are facing right now.   

    Week 9 Service design learning ecology

    The last lecture concentrates on the final course assignments presentations, feedback and critical discussion of the assignments and the entire course.