Study Guide

Objective

The student
• is able to apply a service-design approach and method to a client’s service pathway and adopt new methods to understand and develop the customer experience.
• is able to assess, plan and coordinate people-centred and culturally responsive strategies in the delivery of services to meet the complex needs of clients.
• is able to implement a service-design method in the client’s service pathway in order to enhance the safety and quality of care, improve client outcomes and reduce the fragmentation of services.
• is able to empower and engage clients, carers and families/households to make effective decisions about their health.
• is able to evaluate the significance of a service-design method in the client’s service pathway and for the client’s satisfaction.

Teaching methods

The mode of delivery is a combination of online lectures and online activities in breakout rooms at Zoom. The online activities with other students deepen the learning in individual and group work, reflection, and guidance.

Orientation lecture: time-bound
Individual learning including recorded videos, research articles and other materials
Seminar: time-bound

Location and time

Spring 2022

Materials

Kurokawa, T. (2015). Service design and delivery: How design thinking can innovate business and add value to society (First edition.). Business Expert Press. (e-book)

Osterwalder, A., Bernarda, G., Papadakos, T., Pigneur, Y. & Smith, A. (2014). Value Proposition Design: How to Create Products and Services Customers Want. John Wiley & Sons, Incorporated. (e-book)

Reason, B., Løvlie, L. & Flu, M. B. (2016). Service design for business: A practical guide to optimizing the customer experience. John Wiley & Sons, Inc. (e-book)

Additional materials will be delivered by the teachers.

Student workload

5 ECTS x 27 hours= 135 hours student´s work

Assessment methods and criteria

Assessment methods
Individual assignment with given material 30%
Applied Journal Club Oral Presentation 20%
Final Assignment is a learning diary 50%
Total 100%

Evaluation scale

0-5

Assessment criteria, fail (0)

Knowledge and Understanding: The student is unable to demonstrate the basic theoretical and conceptual knowledge. Central concepts of service design are not understood.

Transferable skills: None. The student in incapable of understanding the basic theory behind service design and has no ability to present is unable to present in writing or orally on the elements of services design.

Assessment criteria, satisfactory (1-2)

Inadequate 1

Knowledge and Understanding: The student is able to demonstrate a superficial understanding of theoretical and conceptual knowledge. The comprehension of central concepts of service design remains vague or are largely incomplete. The ability to apply the concepts of services design to business are limited in scope and content.

Transferable skills: Negligible. The student is unable to apply the central concepts of services design to service delivery activities in social and health care.

Satisfactory 2

Knowledge and Understanding: The student is able to demonstrate a basic theoretical and conceptual knowledge of services design. Most of the central concepts of services design can be defined and the student has a rudimentary ability to apply these concepts to service delivery activities in social and health care.

Transferable skills: The student understands the basic theory and possesses a limited ability to apply the concepts in a practical manner to service delivery activities in social and health care.

Assessment criteria, good (3-4)

Good 3

Knowledge and Understanding: The student knows the basic theoretical and conceptual knowledge of services design. Central concepts have been defined with clarity and accuracy The student displays a good command of the subject area and is able to demonstrate basic applications to service delivery activities in social and health care.

Transferable skills: The student can explain the theory of services design and with assistance, can apply the theory to service delivery activities in social and health care.

Very Good 4

Knowledge and Understanding: The student demonstrates a thorough and consistent theoretical and conceptual knowledge of services design. Central concepts are defined with clarity, accuracy, and logic. The student can demonstrate complete applications to service delivery activities in social and health care..

Transferable skills: The student can explain the theory of services design and with minimal assistance, can apply the theory to service delivery activities in social and health care.

Assessment criteria, excellent (5)

Excellent 5

Knowledge and Understanding: The student demonstrates an exceptional theoretical and conceptual knowledge of services design. Central concepts are defined with clarity, accuracy, logical and persuasiveness and as well contain innovative content. The student displays a command of the subject area that benefits a professional practicing in service delivery activities in social and health care.

Transferable skills: The student possesses advanced knowledge in services design as a service professional.