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Digital Service Design

Digital Service Design

Code: DIG4HM101
Scope: 5 ECTS (135 h)
Timing: 1st semester
Language: English
Curriculum: Master Curriculum

Suomenkielinen opintojaksokuvaus julkaistaan viimeistään tammikuussa 2020.

Starting level and linkage with other courses

No prerequisites.

Replacements

No replacements.

Learning objectives and assessment

Upon successful completion of the course, the student

  • understands terminology, methods and toolkits used in digital service design
  • is able to carry out a service design project in digital learning environments
  • is able to design customer experience by means of omni-channel service solutions
  • 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
  • is able to communicate value propositions based on omni-channel service solutions in creative ways by means of digital story-telling

Passed courses are assessed on a scale of 1 to 5. The assessment criteria are presented for grades 1, 3 and 5.

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.

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.

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.

Course content

  • Customer-centric business and digital services
  • Omni-channel customer experience
  • Customer Experience Management (CEM)
  • CEM frameworks and design strategies
  • Elements and enablers of customer experience
  • Lean Service Creation Method (Futurice)
  • Prototyping
  • Value proposition design and digital storytelling

Learning methods

Depending on the implementation, learning takes place in contact lessons, independent studies, teamwork and online-studies. The course includes the assessment of one’s own learning.

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 and thus progress faster through their studies. More information and instructions for recognising and validating prior learning (RPL) are available at MyNet.

Cooperation with the business community

The studies and learning assignments seek to mirror everyday business in corporations and other organisations. The learning sessions may include guest lectures, visits and/or real-life cases to be solved. Students apply their learning within their current work environment.

International dimension

Depending on the implementation. Students’ backgrounds and work environments will bring an international perspective to the course. Internationality can also be present through case studies, books, articles and assignments.

Teachers

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