Service Design Process in Hospitality Business (5cr)

Objectives (course unit)

Let's design together new service solutions based on customer needs

Student:
- recognises the importance of service design in the development of user-oriented, value-creating services supporting the sustainable development goals (SDGs)
- knows how to plan the service design process and choose suitable user-oriented methods
- can evaluate the customers' experience
- can take into account the challenges, opportunities and responsibility aspects of the operating environment of the tourism and catering sector in service development

Content (course unit)

WHAT possibilities changes of the business environment of the tourism and catering sector provide for the service development?
WHY the sustainable development goals must be taken into account in the planning of services?
HOW user-oriented services enable value creation and desired customer experience?

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

The student is able to define SDGs, the concepts of customer experience and service design process.
The student implements the service design process as guided and together with his/her team.
The student works in a group and recognises his/her interaction skills.

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

The student is able to explain the SDGs, concepts of customer experience and service design process, and can structure them in relation to each other.
The student is able to delineate the task for applying SDGs in the planning of service design process. The student is able to justify his/her chosen solution.
The student works in cooperation responsibly and is ready to develop his/her interaction skills. The student is able to evaluate the development process.

Assessment criteria, excellent (5) (course unit)

The student understands wide entities and combines SDGs and service design in a professional context.
The student is able to apply SDGs in the service design process plan.
The student works in co-operation responsibly, flexible and constructively developing both his/her own and group interaction skills. The student is able to critically evaluate the development process of his/her group, provide constructive development proposals and to make the necessary changes during the process.

Location and time

Verkkototeutus

Etäkontaktit:
15.1.2026 12.30-16
5.3.2026 12.30-15

Assessment scale

0-5

Teaching methods

Luennot
Harjoitustyöt
Tiimityö

Learning materials

Sovitaan opintojakson alkaessa.

Student workload

1 op on 27h opiskelijan työtä.

Completion alternatives

AHOT -hakemus tulee jättää 13.12.2026 mennessä Taija Karhelle eAhot -järjestelmässä. AHOT -näyttöön hyväksytyt suorittavat näytön 5-9.1.2026 klo 16.30-18.30 / Exam.