Service Design in Business Development
| Structure Type: | Study unit |
|---|---|
| Code: | TL00BR04 |
| Curriculum: | LT 2025 |
| Level: | Bachelor of Business Administration |
| Year of Study: | 2 (2026-2027) |
| Semester: | Autumn |
| Credits: | 5 cr |
| Responsible Teacher: | Saarikoski, Sari |
| Language of Instruction: | Finnish |
Learning Outcomes
In the Service Design course, students explore service design from the perspectives of marketing and business expertise. The course deepens their understanding of the service design process and its significance for customer based services and a company’s competitiveness. The implementation of the course is based on the Double Diamond model, through which students learn to apply the service design process to a case assignment.
During the course, students gain an understanding of why customer based services is a key component of service design and how it helps companies create services that meet customer needs and stand out from competitors. Students also explore the role of service design in fostering innovation and its importance as a key workplace skill.
The course supports students in applying service design to practical work tasks and prepares them for designing and developing customer based services.
Student's Workload
Interactive lectures according to the schedule (135 hours)
-On-site teaching
-Includes case study presentations
-Independent study
-Group work and its presentation
-Self-assessment/feedback
Prerequisites / Recommended Optional Courses
Marketing Fundamentals
Sales Process Management
It is recommended that the aforementioned courses are completed beforehand.
Contents
The service design process is a systematic and creative approach used to develop customer-centric services and plan their implementation.
Students explore the definition of service design and its role in business development. Service design is viewed as a process that integrates business objectives, customer-centricity, and design methods to create new services or improve existing ones.
During the course, students deepen their understanding of the service design process using the Double Diamond model, which consists of four phases: Discover, Define, Develop, and Deliver. Students learn how to collect information and analyze customer needs during the research phase, define objectives, and propose solutions.
The course includes an applied case assignment on the service design process and its presentation.
Recommended or Required Reading and Other Learning Resources/Tools
Tuulaniemi, Juha. Palvelumuotoilu. Talentum,
2011. Hämeenlinna: Kariston kirjapaino. esim. Elisa e-kirjana.
Material in Moodle.
Mode of Delivery / Planned Learning Activities and Teaching Methods
Interactive on-site lectures according to the schedule (contact hours).
Supervised independent and small group work as part of on-site studies.
Assessment Criteria
The course is graded on a scale of 0–5:
90-100 points = E5
80-89 points = H4
70-79 points = H3
60-69 points = T2
50-59 points = V1
0-49 points = FAIL
All assigned tasks (class and course assignments) must be completed during the course.