Digital Service Design - Opinto-opas

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.

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.

- 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

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.

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.

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.

In this course, you will learn to utilize and apply the principles, methods, and tools of service design in designing digital services and omnichannel customer experiences. Learning is strongly based on two components: independent work with the theories of service design, and the practical application of service design methods and tools within a multidisciplinary service design team, following the mindset of service design. The teacher does not deliver traditional lectures on service design but acts as a process facilitator and provides feedback on students' work.

During the course, students will carry out a service design project for a client they choose. The project includes both independent work and teamwork, carried out in a manner agreed upon within the team.

The course includes four guided Zoom sessions: Kick-off, Helpdesk 1, Helpdesk 2, and Showroom. In these sessions, the teacher provides guidance on progressing the project from the perspective of the service design process, methods, and tools. In addition, students will receive written feedback from the teacher at three stages of the project during the course.

Each student is expected to commit to the project according to a role and workload agreed upon within the team. As the course involves a significant amount of independent work outside of the scheduled sessions, students are expected to participate in all four common meetings. Any absences must be agreed upon in advance with the teacher.

Assessment is based on two components: the quality of the process (50%) and the final outcome (50%). In addition, self-assessment and peer assessment may influence the student’s final grade.

The core literature for the course is available as e-books from the library. Other learning materials will be published in Moodle.

There is no pre-assignment for the course. However, please note that participation requires that the student either has a basic understanding of service design or is willing to study the basics independently before the course begins.

Pasila Campus

English

12.01.2026 - 15.05.2026

EVENING
BLENDED
MADIGE
ONLINE
EXCH
YAMKE1DIG

Jarmo Sarkkinen

31 - 60

BUTEM Degree Programme in Business Technologies

0.00 cr

5.00 cr

H-5