Study Guide

Objective

The student can apply the processes of service design in designing digital service experiences, taking into consideration both business objectives and customer needs. The student can utilize participatory service development processes. The student is able to take into account the principles of customer value creation in creating new and improving existing services.

Content

- Service design, service blueprinting
- user participation in service development
- service experience
- service value creation

Materials

Tuulaniemi, J. Palvelumuotoilu

Teaching methods

Team learning

Student workload

81 h

Evaluation scale

1-5

Assessment criteria, satisfactory (1)

The student has carried out given assignments acceptably and participated in the course. The student can with some support plan and develop services taking into account customer needs. The student can with some support apply service design processes to developing digital user experiences. The student is able to apply participatory methods in service development.

Assessment criteria, good (3)

The student has carried out given assignments well and participated in the course actively. The student can plan and develop services taking into account multiple dimensions of customer needs. The student can apply service design processes to developing digital user experiences. The student is able to apply participatory methods in service development.

Assessment criteria, excellent (5)

The student has carried out given assignments well and participated in the course actively and constructively The student can plan and develop services taking into account multiple dimensions of customer needs. The student shows excellence in applying service design processes to developing digital user experiences. The student is able to creatively apply participatory methods in service development.

Assessment methods and criteria

Self- and peer-evaluation, teacher evaluation
Completion of case study

Assessment criteria, good (3)

The student has carried out given assignments acceptably and participated in the course. The student can with some support plan and develop services taking into account customer needs. The student can with some support apply service design processes to developing digital user experiences. The student is able to apply participatory methods in service development.

Assessment criteria, excellent (5)

The student has carried out given assignments well and participated in the course actively. The student can plan and develop services taking into account multiple dimensions of customer needs. The student can apply service design processes to developing digital user experiences. The student is able to apply participatory methods in service development.

Assessment criteria, approved/failed

The student has carried out given assignments well and participated in the course actively and constructively The student can plan and develop services taking into account multiple dimensions of customer needs. The student shows excellence in applying service design processes to developing digital user experiences. The student is able to creatively apply participatory methods in service development.