Digital Service DesignLaajuus (5 cr)

Learning objectives

Upon successful completion of the course, the student
• is able to implement a service design project using the Lean Service Creation method and digital co-creation platforms.
• is able to apply service design methods and tools in different phases of the Double Diamond model.
• is able to design and prototype omni-channel service solutions based on qualitative research data.
• is able to communicate value propositions and benefits of omni-channel service solutions by means of digital storytelling.

Contents

- Service design and its methods
- Omni-channel customer experience
- Lean Service Creation Method
- Prototyping
- Value proposition design and digital storytelling

Starting level and linkage with other courses

The student has a command of the fundamentals of service design.

Implementation methods, demonstration and Work&Study

Learning in this course is strongly based on independent work with various service design theories, as well as applying service design methods and tools in your team's project. The majority of the work is carried out within your team, in collaboration with the client.

The course consists of 4 online lessons facilitating learning in teams (course kick off, 2 X helpdesk session and showroom) and independent studies/teamwork. Each team works on digital service related challenge (team's own choice). Self and peer assessment is included.

Recognition of prior learning (RPL): If students have acquired the required competence in previous work tasks, recreational activities or on another course, they can present their competence via a demonstration. The demonstration must be agreed with the course teacher. More information and instructions for recognising and validating prior learning (RPL) are available at https://www.haaga-helia.fi/en/recognition-learning Look at "Instructions to students (master)"

Assessment criteria - grade 1

The student knows the terminology, methods and toolkits used in digital service design. The student knows how to carry out service design projects in digital learning environments. The student knows how to design customer experience by means of omni-channel service solutions. The student knows how to create value for customers and how customer experience is formed in different customer encounters and service environments. The student knows how to make use of service design methods for their course project.

Assessment criteria - grade 3

The student understands the terminology, methods and toolkits used in digital service design. The student is able to carry out a service design project in digital learning environments with a strong focus on customers. The student is able to design customer experience by means of omni-channel service solutions. The student is able to apply service design methods for determining business problems, profiling customers, modelling customer journeys and service processes, studying digital user experience, ideating digital service solutions, designing digital service concepts and prototyping customer experience. The student is able to communicate the benefits of digital service solutions in creative ways by means of digital storytelling.

Assessment criteria - grade 5

The student fully understands the terminology, methods and toolkits used in digital service design. The student is capable of carrying out a service design project in digital learning environments. The student is capable of designing an omni-channel customer experience based on deep customer insight. The student is capable of successfully applying service design methods for determining business problems, profiling customers, modelling customer journeys and service processes, studying digital user experience, ideating digital service solutions, designing digital service concepts and prototyping customer experience. The student is capable of communicating value propositions in creative ways by means of digital storytelling. The student is fully committed to achieving the objectives of the course project and is a very active team player.

Learning materials

- Osterwalder A., Pigneur Y., Bernarda G. & Smith A. 2014. Value Proposition Design: How to Create Products and Services Customers Want. John Wiley and Sons. - Stickdorn, M., Hormess, M. E., Lawrence, A. & Schneider, J. 2018. This Is Service Design Doing: Applying Service Design Thinking in the Real World. O'Reilly Media. - Stickdorn, M., Hormess, M. E., Lawrence, A. & Schneider, J. 2018. This Is Service Design Methods: A Companion To This Is Service Design Doing. O'Reilly Media. - The Lean Service Creation Handbook (Futurice)

Further information

When the implementation type of the course is contact, online or blended it is required that the student is present during those teaching hours that are marked in the study schedule. If you are absent more than 25%, your grade will be lowered by one. If you are absent more than 50%, the course is failed.