Development of Customer-Oriented Services (5 ECTS)

Learning outcomes

The student masters service development, including innovations, processes, methods, and tools, with a special emphasis on service design. The student identifies the relevant drivers of change affecting the development and creation of services in the field of health care and social services. The student understands the customer's central role in service development, implementation, processes and marketing. The student is able to develop services that improve the customer's wellbeing as well as boost the attractiveness of the services. The student is able to evaluate and develop service business for the needs of both domestic and international markets. The student masters service management and produces a service concept using the learned content.

Content

-Services for society, social and health care, and international markets
-Development of customer-oriented services
-Processes, methods and tools for innovation and service design
-Management of services, innovation capability and product development
-Communications and marketing of services to internal and external customers

Teaching methods

Contact teaching
Independent learning
Project work
Presentations

Location and time

18.02.2021 09.00 - 12.00 Services in Social and Health Care, Service Management and Marketing
26.03.2021 09.00 - 12.00 Services in Social and Health Care, Service Management and Marketing
22.04.2021 09.00 - 16.00 Service design, design management and methods
07.05.2021 09.00 - 12.00 Project presentations (Proof Health / Helsinki Academy)

Learning materials and recommended literature

1. Työkalupakit erityisesti julkisten palveluiden suunnitteluun: http://flash.kunnat.net/2014/kuntalaiset-keskioon/#1 and http://designresearch.aalto.fi/groups/encore/wp-content/uploads/2013/11/Sivistystoimen_tyokalupakki_palvelumuotoiluun2.pdf /2013//Sivistystoimen_tyokalupakki_palvelumuotoiluun2.pdf
2. Stickdorn, Hormess, Lawrence & Schneider (toim.) 2018. This is service design doing – applying service design thinking in the real world. Katso: https://www.thisisservicedesigndoing.com/ (Access free methods)
3. Palvelumuotoilun työkalupakki (Jyväskylän AMK): http://sdt.fi/materiaali/ServiceDesignToolkit.pdf

Other reading:
4. Koivisto Mikko, 2007. Mitä on palvelumuotoilu (TaM pro gradu, Taik) http://www.kulmat.fi/images/tiedostot/Artikkelit/Lopputyo_TaM_MikkoKoivisto_2007.pdf
5. Moritz, Stefan 2005. Service Design. Practical access to an evolving field. Köln International School of Design. http://stefan-moritz.com/welcome/Service_Design_files/Practical%20Access%20to%20Service%20Design.pdf ja
https://uploads.strikinglycdn.com/files/280585/5847bd6a-e928-4f0f-b677-ed7df26fa1df/Practical%20Access%20to%20Service%20Design.pdf
6. Foglieni, Villari & Maffei 2018. Designing better services – A Strategic Approach from Design to Evaluation. Springer. Kakkoskappale löytyy netistä, linkki lataa pdf:n suoraa omalle koneellesi: http://www.springer.com/cda/content/document/cda_downloaddocument/9783319631776-c2.pdf?SGWID=0-0-45-1620075-p181017558
7. Leskelä, Mikko 2017. Ihmisoivallus - Miten ihmisyyden ymmärtäminen mullistaa kaiken kehittämisen organisaatiossasi https://s3.eu-central-1.amazonaws.com/ihmisoivallus/IhmisoivallusPDFversio.pdf
8. Tuulaniemi, Juha 2011. Palvelumuotoilu. Talentum.

Alternative completion methods of implementation

N/A

Internship and working life connections

N/A

Exam dates and retake possibilities

N/A

International connections

N/A

Student workload

Contact teaching 25h, independent learning / group work 115 h.

Content scheduling

N/A

Further information for students

N/A

Assessment methods and criteria

Project presentations

Evaluation scale

0-5

Assessment criteria, satisfactory (1)

The student demonstrates competence in the basic content of the course, but there are deficiencies in his/her ability to find and interpret information and to apply the learned content to the context of working life.

Assessment criteria, good (3)

The student demonstrates good competence in the content of the course. He/she is able to actively search for information and to identify its connection to working life. The student is able to analyse and apply the learned content to the context of working life.

Assessment criteria, excellent (5)

The student demonstrates versatile and extensive competence in the content of the
course. He/she has an excellent ability to search for relevant information. The student’s solutions demonstrate independence, responsibility, and skills in guiding others. His/her ability to apply the learned content to the context of working life exhibits creativity and versatility.

Assessment criteria, approved/failed

The student demonstrates competence in the basic content of the course, but there are deficiencies in his/her ability to find and interpret information and to apply the learned content to the context of working life.