Study Guide

Objective

You are able to explain the nature and importance of customer oriented service design process.

You are able to describe and map the relevant stakeholders in designing new services.

You are able to gather customer insights through various tools to innovate services.

You are able to develop and test relevant service propositions.

You are able to measure service performance with key KPIs.

Content

How do services differ from products?

Why do services need designing?

How to map service actors and other stakeholders?

What are the different insight gathering tools to innovate services?

How to develop, prototype and test service propositions?

Materials

Material, links and literature given on the Learn platform

Teaching methods

To be agreed individually

Employer connections

-

Exam schedules

Assignments completed by the given date

International connections

-

Student workload

1 credit = 135 hours of work

Content scheduling

Differences between services and products
What is service design needed for?
Using stakeholder mapping to develop services
Methods and tools for gathering user information
Developing, prototyping and testing service concepts

Further information

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Evaluation scale

1-5

Assessment methods and criteria

Assignments, no exam