PROcompetence
Learning in a meeting with clients/users. International project as an extended learning arena
Tarja Tikkanen, University College Stord/Haugesund
Open seminar
Pärnu 10.9.2013
Two sets of student cases & practice placements at HSH
Kindergarten teacher training students (two
groups)
Nursing students
Service design = service quality
1. Sequencing (quality in processes)
2. Holistic (for/by all stakeholders)
3. User-centred (bottoms-up)
4. Co-creative (ownership)
5. Evidencing (follow-up, feedback)
Source: ”This is service design ” (2010) (quoted in Gamst, Nordal & Nilsen, 2013)
Main lessons
Customer/user perspective
strengthened
Theory-practice integration,
interdependency & exchange
A necessity: expansive learning in a community
of practice with the customer/user in focus
Students’ creativity, activity and problem-
based learning in real-life situations
Teacher ’srole
challenged: from a
competence authority to
a facilitator and mentor
Extended and
enriched learning in external
projects: R&D-based
learning among students and
teachers
Main conclusions (HE project)
• “An eye opener”: have learned a lot
• Awareness raising of professions
as service (design)
• Strengthened focus on the
customer/user inclusion (quality as
co-creation)
• An orientation only: challenges
remain
• The journey has just about
began…
…we would hope for
continuation for the cooperation.
In a new project…?
To make services…
• Useful• Usable
• Efficient • Effective • Desirable
Source: ”This is service design ” (2010) (quoted in Gamst,
Nordal & Nilsen, 2013)
Main challenges
• Sectors are very different -
different services, different
customer/users (layers also
within some sectors)
• Multiplier effects:
– Extending the learning from this
project - to future students
– Extending the impact beyond
the project group at our
institute
• Real impact on target groups
(professional/service practice
& education programs)
ADDED VALUE…
Thank you for your attention
Contact information:
Tarja Tikkanen
University College Stord/Haugesund
Norway
E-mail: [email protected]
Tel. +47 - 5349 1300
Mobile +47 - 4131 4343
ReferencesGamst, I., Nordal, H. & Nilsen, B. K. (2013) . Espira Skåredalen Kindergarten. A presentation in the
PROcompetence meeting in Haugesund 4.4.2013 (student perspective).
Stickdorn, M. &Scheider, J. (2010). This is service design thinking . Amsterdam: BIS Publishers