Study Guide

Objectives (course unit)

The course aims to provide knowledge and help students utilize service and design thinking tools to optimize an ideated business’s service from a digital perspective. Customer-centricity is emphasized, and students learn how to utilize data to make appropriate decisions for adequate business development. Project work consists of collaboration between multicultural and multidisciplinary teams.

After completing the course, the student will be able to:
• utilize service and design thinking tools and methods to formulate a business development plan for a company’s online efforts.
• identify and analyze the value chain in e-commerce platforms.
• ideate solutions based on precise identification of customer needs.
• construct digital prototypes in cooperation with programming teams that are aimed at improving customer experience along digital channels.
• implement design thinking methods in international and multidisciplinary teams, while organizing appropriate testing and feedback processes in a project.

Content (course unit)

The contents include the followings:
• Principles of Design Thinking, Service Design
• Value Chain and the Customer-Centric Approach
• Problem Definition
• Solution Ideation
• Prototypes and Testing

Prerequisites (course unit)

None.

Further information (course unit)

Implementation plan.

Assessment criteria, satisfactory (1-2) (course unit)

The student displays some application of design thinking principles and service design approaches in the course project. The student is able to select service design methods and tools for a variety of situations. The student is familiar on how to build a value chain. The student understands how to plan and implement a service design project in the context of digital business development, and how service design, value chain and customer-centricity work together.

Assessment criteria, good (3-4) (course unit)

The student displays appropriate synthesis of design thinking principles and service design approaches in the course project. The student is able to select suitable service design methods and tools for a variety of situations and justifies their reasoning for the selection. The student knows how to build a value chain and utilize gained insights to improve business processes. The student understands how to plan and implement a service design project in the context of digital business development, and how service design, value chain and customer-centricity work together.

Assessment criteria, excellent (5) (course unit)

The student displays excellent synthesis of design thinking principles and service design approaches in the course project. The student is able to select accurate service design methods and tools for a variety of situations and justifies their reasoning for the selection. The student knows how to build a value chain and utilize gained insights to improve business processes. The student has profound skills in planning and implementing a service design project in the context of digital business development, and thoroughly understands how service design, value chain and customer-centricity work together.

Assessment criteria, pass/fail (course unit)

Not approved: The student does not meet the course objectives.

Location and time

Sessions on campus according to the schedule in Pakki. Please note that some sessions are reserved for independent work (no lecture). Details shared in the first lesson.

Exam schedules

No exam

Assessment methods and criteria

Grading is based on
- Given assignments (both team project and individual task)
- Personal activity during sessions and group work

Details given in the first lesson.

Assessment scale

0-5

Teaching methods

- Lectures and workshops
- Inquiry-based learning
- Collaborative learning
- Independent study and research

Learning materials

Lecture and workshop materials along with suggested readings are available in Moodle. The students are also encouraged to find more relevant materials to support their project and learning.

Student workload

5 credit points (27 hours per credit point)

Students are expected to:
- Attend sessions
- Participate actively in group discussions and workshops
- Complete the course project and other given assignments
- Study materials on their own time

Content scheduling

Course follows typical design process with Empathize, Define, Ideate, Prototype and Test phases. Details given in the first lesson.

Completion alternatives

N/A

Practical training and working life cooperation

Knowledge gained from the course can be applied to various projects in which service design thinking is applicable.

International connections

Suggested materials cover also global examples of service design projects

Further information

N/A