AMUO-C3006 - Basics of Service Design May-June 2023 Group A
Basics of Service Design course is an online course. The course material is uploaded
regularly before and during the educational process, so please follow this space regularly.
AMUO-C3006 - Basics of Service Design May - June 2023
Responsible teacher: Dr Helena Sustar, Aalto University, Learning Services, helena.sustar@aalto.fi
Where: each Monday from 18:00 to 20:00 via Microsoft Teams, Helsinki Time
Exception: 30.5. when the lecture is on Tuesday evening.
Lectures are not recorded.
Course term: 9 lectures (Lectures
6, 7, and 8 are Workshop sessions)
Workload: 54 h (online lectures, group work and independent study)
Grading: Pass/Fail
Course Language: English (Finnish)
Twitter: #AaltoOpenSD
The link to the 15th of May lecture in Microsoft Teams and all others will be found here
To ensure full access, please log into Microsoft Teams via your Aalto University email.
Note! Course grades and certificates
The course grades will be published in Sisu 30 days after the last lecture
For any other questions, 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 service design (SD) course. Due to limited recourses, climate change, and the urgency to reduce consumption, I selected the sustainability theme. This course starts with discussing 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 co-creation value. Lastly, different SD tools are adopted and tested in the online co-design workshop.
Content and course structure
The course runs online. The classes are delivered via a weekly two-hour lecture, concluding 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, tasks 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 MyCourses (each Saturday at 23:00)
• Readings: read while also answering related questions, weekly submissions on MyCourses (each Monday at 23:00)
• Participation in the SD workshop and completed the final assignment
Week 1 Put your service design lenses on
The lecture introduces products, service(s), service design, and different fields where service design is used in practice. The class answers questions about what service design is and the SD principles and presents examples of current services. The lesson 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 terminologies and several elementary SD tools like interviews, circular business models, future scanning tools, Persona, a workshop, customer service journey and Blueprint.
Week 3 Designing meaningful services
The lecture discusses different aspects of meanings in services, the role of meaning, service moments, service experience and reflecting on 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 lesson 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 that resist unexpected events we are facing.
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.
- How to log in with Aalto email to your teams:1. Get your @aalto email address from your inbox sent by its-accounts@aalto.fi. Just use the most recent account sent to you.2. Reset your password at https://password.aalto.fiConfigure your security settings for signing in. You can choose the text message security code option making it easy.3. Try to log in to Microsoft office www.office.com with your Aalto account. If it works use the same account and your password to log into teams.4. Download the latest Teams application for desktop use at https://www.microsoft.com/fi-fi/microsoft-teams/download-appIf you use a mac, things might not be that easy. Try to find the right version suitable for your machine. Use Google if you need to find all the information..Always use the latest version of the app.5. Sing in the Teams app with your Aalto email. Your Aalto email qualifies as the office email. It’s the same.