Digital Service DesignLaajuus (5 cr)

Learning objectives

After completing the course, the student:

Masters the implementation of a digital service design project using the Lean Service Creation method on digital collaboration platforms (such as FigJam).

Is able to apply service design methods and modern tools (including animation software suitable for storytelling, prototyping software, and prompt-based prototyping tools) in the different phases of the Double Diamond model.

Is able to collect qualitative data about the service, its users, and usage situations from various sources using appropriate methods, and to carry out systematic data analysis.

Is able to design and prototype omnichannel service solutions based on analyzed research data, enhancing business viability and user experience.

Is able to produce a service explainer video and communicate the service solution and the added value it provides through digital storytelling.

Is able to evaluate how well the principles, tools, and mindsets of service design have been integrated into the organization’s operations.

Contents

- Service design and its methods
- Service design maturity models
- Lean Service Creation method
- Data analysis of qualitative material
- Prototyping and supporting tools
- Digital storytelling and its tools

Starting level and linkage with other courses

This course unit is part of the master's degree's curriculum. Completion of the course requires master's study entitlement.

Participation in the course requires that the student either has a basic understanding of service design or is willing to study the basics independently before the course begins.

Implementation methods, demonstration and Work&Study

In this course, the development of competence is based partly on independent work, where students familiarize themselves with the theories of service design, and partly on practical application in a team project.

Students will practice using service design methods and tools in a team project carried out in collaboration with a client.

The course includes four online sessions that support competence development (a kick-off meeting, two helpdesk sessions, and a showroom), as well as independent study and self-directed teamwork. The teams work on a challenge related to a digital service, chosen collectively by the team members. Self-assessment and peer assessment are included as part of the course completion.

Recognition of prior learning (RPL): If students have acquired the required competence in previous work tasks, recreational activities or on another course, they can show 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

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.

The student is familiar with the terminology, methods, and toolkits of digital service design, as well as the Lean Service Creation method.

The student knows how to carry out a service design project on a digital collaboration platform using modern software tools.

The student knows how to design customer experience through omnichannel service solutions.

The student knows how to create added value for customers and how customer experience is formed through different customer encounters and service environments.

The student knows how to apply service design methods in the project carried out during the course.

The student knows how to assess the service design maturity level at the organizational level.

Assessment criteria - grade 3

The student understands the terminology, methods, and toolkits of digital service design, as well as the use of the Lean Service Creation method in service planning.

The student is able to carry out a service design project on a digital collaboration platform using modern software tools, while maintaining a strong customer focus.

The student is able to design customer experience through omnichannel service solutions.

The student is able to apply service design methods to define business problems, research customers and analyze data, generate and design digital service solutions, and prototype solutions that enhance customer experience.

The student is able to communicate the benefits of a digital service solution to the customer using digital storytelling and its tools.

The student is able to evaluate the level of service design maturity in an organization using an appropriate maturity model.

Assessment criteria - grade 5

The student has an in-depth understanding of the terminology, methods, and toolkits of digital service design, as well as the use of the Lean Service Creation method.

The student is highly proficient in implementing a service design project on a digital collaboration platform using modern software tools (including AI assistants).

The student is highly proficient in designing omnichannel customer experience based on deep customer insight.

The student successfully applies service design methods to define business problems, research customers and conduct data analysis, generate and design digital service solutions, and prototype solutions that enhance customer experience.

The student is highly proficient in communicating the benefits of a digital service solution to the customer, creatively using digital storytelling and its tools.

The student is highly committed to achieving the objectives of the course project and is an active team player.

The student is able to thoroughly evaluate the service design maturity level within an organization using an appropriate maturity model.

Learning materials

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.


Staiano F. 2023. Designing and Prototyping Interfaces with Figma: Elevate Your Design Craft with UX/UI Principles and Create Interactive Prototypes. Packt Publishing Limited.


The Lean Service Creation Handbook (Futurice)