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Designing Services

Designing Services

Code: PSS4PO041
Scope: 6 ECTS
Timing: 5-6th, semester
Language: English
Curriculum: All Porvoo Curricula
Level: Professional studies
Type: Elective

Starting level and linkage with other courses

The student has successfully completed some previous courses in Sales or Marketing.

Learning objectives and assessment

Grade 1
The student is somewhat familiar with service design theories and has a basic command of the terminology.
The student is able to encounter customers, and has an elementary command of necessary service skills and attitude.
The student knows how to develop services processes.

Grade 3
The student has a professional command of service design theories and terminology.
The student has positive impact on customer encounters and is able to develop personal service skills and attitude.
The student is able to actively take part in the service development process.

Grade 5
The student has a professional command of service design theories and terminology, and is able to apply them in practice.
The student has positive impact on customer encounters and is able to coach others in developing personal service skills and attitude.
The student is able to lead service development process with good results.

Passed courses are assessed on a scale of 1 to 5. The assessment criteria are presented for grades 1 - 3 - 5.

Recognising and validating prior learning (RPL)

If students have acquired the required competence in previous work tasks, recreational activities or on another course, they can show the competence with a demonstration and progress faster through their studies. More information and instructions for recognising and validating prior learning (RPL) are available at MyNet.

Working life connections

The learning projects on the course are real  commissions from the business or the public sector.

Contents

  • Customer Insight
  • Ideation
  • Experimentation

Learning methods

Inquiry learning is applied through the entire course including:

Workshops
Individual and team assignments
Project work
The assessment of one’s own learning

Assessment

Project work done in groups, including self and peer assessment, documentation of the project process and a final deliverable agreed with the commissioner.

Team and individual assignments.

Course teacher(s)

Marika Alhonen, Porvoo

Learning materials

Examples of bibliography that can be used during the course:

Lockwood T. (ed) . 2010. Design thinking : integrating innovation, customer experience and brand value. New York, NY. Allworth Press.

Macintyre M., Parry G. & Angelis J. (ed.). 2011. Service design and delivery Amsterdam : Bis Publishers, 2010 New York.Springer.

Stickdorn M. & Schneider J. (ed). 2010. This is service design thinking : basics - tools - cases.

Tuulenmäki A. and Välikangas L. 2011. The art of rapid, hands-on execution innovation. Strategy & Leadership 2/2011.