Service Design (3cr)

Objective

Student
-recognises and analyses the organisation's strategy and future development needs enabled by service design
-adopts a customer-oriented working method for developing services
-can widely and critically utilize the development methods applicable to service design
-is able to utilize the possibilities provided by digitalization in the development of customer/user-based services
-understands the significance of different service environments to customers/users
-masters the service design process (understanding the customer, conceptualisation, prototyping) and its application
-is able to apply service design in the development work according to the organisation's strategy
-is able to assess the economic view on service development

Content

Service design and its significance to development according to organisation's strategy
Service design process
Customer/user-based design (value proposition, customer/user experience and understanding, customer profiles)
Collecting and analysing customer/user information
Different service environments
The service path, service moment and contact points in service experience
Conceptualisation of customer/user-based service development methods supporting it
Digital solutions supporting service design
Prototyping service usability: piloting and assessment methods
Service stabilisation, marketing and pricing

Assessment criteria, excellent (5)

Student
-utilises the service design process for critical development of the operation that supports the organisation's strategy
-utilizes the (digital) methods applicable to service design providing justifications in different stages of the process
-acquires, processes and critically assesses customer/user-based information and plans services that benefit customers
-is able to skilfully and controllably manage service design processes
-is competent in pricing services

Assessment criteria, good (3)

Student
-utilises the service design process for justified development of the operation that supports the organisation's strategy
-utilizes the (digital) methods applicable to service design in different stages of the process
-acquires, processes and assesses customer/user-based information and plans services that benefit customers
-is able to controllably manage service design processes
-aims at pricing services a

Assessment criteria, satisfactory (1)

-aims at developing the organisation's operation via service design process
-is able to use the (digital) methods applicable to service design
-acquires and processes customer/user-based information and aims at planning services that benefit customers
-shows some deficiency in service design process management
-understands the basics of service pricing