Digital Service Design (5cr)

Code: C-10065-LY00FF86-3002

General information

Enrolment period: 11.11.2024 - 12.03.2025; Registration for the implementation has ended.

Timing: 23.04.2025 - 31.07.2025; Implementation has ended.

Credits: 5 cr

Institution: Metropolia University of Applied Sciences, Leiritie 1

Teaching languages: English

Seats: 0 - 5

Course: C-10065-LY00FF86

Objectives (course unit)

Student • acknowledges the impact of digital services for competitive advantage • is able to develop digital business models • can design digital service concepts and develop services within a multichannel environment for different types of stakeholders • is able to create online value propositions for different types of stakeholders • is able to develop, plan and implement the ways companies can acquire, sell, serve and retain customers for digital services • is familiar with digital service channels, tools, solutions and platforms • is able to plan and implement a service development project for a new or existing digital service.

Content (course unit)

• Developing service processes for different types of stakeholders • Developing digital service business models and digital strategies for different types of stakeholders • Service Design & Agile methods and tools for different types of stakeholders • Digital service concepts • Digital service channels, tools, solutions and platforms • Planning and creating value online

Prerequisites (course unit)

Completed higher education degree (Bachelor level)

Location and time

Online course, Zoom meetings, see schedule on Oma

Exam schedules

No exams, but: • The team project video on Oma by end of June 2025 • Peer reviews of team project videos (2nd individual assignment) by 1.August 2025 OBS! Course Grading in August 2025

Assessment methods and criteria

1. One Individual assignment (10% of the total grade) including an intro assignment prepared and submitted before the first session. Available on Oma course workspace two weeks before the deadline. 2. Team Project (90% of the total grade) based on preparing a service development plan for a new or an existing service concept. 3. Peer reviews of team projects (2nd individual assignment), grading pass/fail. o Late submissions of reports - 50% of max points. o Max.points for failed and then resubmissioned work is 50% o Min. points for passing the course is 50%. o Each assignment/project must be passed (min. 50% of max. points)

Assessment scale

0-5

Teaching methods

• Pre-assignment to be done before the first lecture (0-10 p.) • Readings (see below) • Lectures: Zoom live online sessions will also be recorded (posted on Oma after the sessions) also in use pre-recorded videos • Service Design tools • Zoom online support before the Zoom online sessions • Team project: A service development plan presented as a screencast video (1-3 students/team) (0-90p.) • Peer reviews of team projects (individual written assignment) (pass/fail)

Learning materials

• Material from lectures • Curedale, Robert: Service Design, Process & Methods (any edition ok but not available as an e-book on MetCat) • Stickdorn, Marc, This is service design methods (available as an e-book) and This is service design doing (available as an e-book) (any edition ok.) • Wirtz and Lovelock, Essentials of Service Marketing, 3 rd ed. Pearson 2018 or earlier (no e-book on MetCat) • Chaffey & Smith: Digital Marketing Excellence: Planning, Optimizing and Integrating Online Marketing, Routledge 2017(available as an e-book)

Student workload

Online Lectures: 20 hours. Two individual assignments and a service development plan in teams: 115 hours

Content scheduling

• Intro to the course content, team project and assignments, team building for the team project • Developing service business models and strategy Team project brief: Building a business model for a service company • Service Design methods and tools Team project brief: Choosing service design methods and tools • Personas and tools Team project brief: Creating personas • Service Concepts Team project brief: Building a Service Concept • Online services and OVP • Service channels and GTA/CTA Team project brief: Creating the OVP and service channels • Developing service processes Team project brief: Designing Service Blueprints For a more detailed plan, pls see Oma two weeks before the course starts.