Procompetence open seminar norway present_10-9-2013_tikkanen

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