Service business design (5 cr)

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?

Evaluation

Students can

b. evaluate information sources critically.

c. work as team members in working life expert duties and identify and describe the problems of the professional field.

e. choose appropriate models, methods, software and techniques according to the purpose and justify these choices.

f. promote teams’ goal-oriented operation.

Course material

Material, links and literature given on the Learn platform

Study forms and methods

To be agreed individually

RDI and work-related cooperation

-

Timing of exams and assignments

Assignments completed by the given date

International cooperation

-

Student workload

1 credit = 135 hours of work

Course part description

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

-

Evaluation scale

1-5

Assessment methods and criteria

Assignments, no exam