Service Design and Business Environment
| Structure Type: | Study unit |
|---|---|
| Code: | TL00BD18 |
| Curriculum: | HY 2025T / 2026T IBM 2021 / 2022 / 2023 / 2024 / 2025 / 2026 IDKJ 2024T / 2025T |
| Level: | Master of Business Administration |
| Year of Study: | 1 (2021-2022 / 2022-2023 / 2023-2024 / 2024-2025 / 2025 / 2025-2026 / 2026 / 2026-2027) |
| Semester: | Spring |
| Credits: | 5 cr |
| Responsible Teacher: | Raittila, Elise / Jokitalo, Maijastiina |
| Language of Instruction: | English |
Courses
| Impl. | Group(s) | Study Time | Teacher(s) | Language | Enrolment |
|---|---|---|---|---|---|
| 3001 | IBM2021-1Y | 2022-01-03 – 2022-05-01 | Margit Mannila | English | 2021-12-01 – 2022-01-10 |
| 3002 | IBM2022-1Y | 2023-01-02 – 2023-04-30 | Kodjovi Lotchi | English | 2022-12-01 – 2023-01-10 |
| 3003 | IBM2023-1Y | 2024-01-01 – 2024-04-30 | Eeva Setälä | English | 2023-12-01 – 2024-01-12 |
| 3004 | HY2025T-1, IBM2024-1Y | 2025-01-02 – 2025-05-02 | Pertti Aula, Elise Raittila, Kimi Wennström, Jere Virtanen | English | 2024-12-01 – 2025-01-12 |
| 3005 | DKJ2025-T, HY2026-T, IBM2025-Y | 2026-01-01 – 2026-05-08 | Elise Raittila | English | 2025-12-01 – 2026-01-06 |
The descriptions shown below are for the academic year: 2026
Learning Outcomes
In this course, students will learn the core principles of service design and understand how using the service design principles shape value creation in different business contexts. They will gain skills in identifying the core customer challenge, customer needs, and designing customer-centric service concepts. By the end of the course, students will be able to apply service design methods to analyze, develop, and improve service processes and customer experiences.
Student's Workload
5 credits á 27/h students work 135 h.
Contents
Use of the Double Diamond Model in Designing the Service Concept
This course follows the Double Diamond model, guiding students through the entire service design process. The course begins with analyzing the core customer challenge (Discover), then organizing and interpreting the insights gained through tools such as customer personas and customer journey maps (Define). Students will then ideate potential solutions to address the identified challenge (Develop) and finally create a prototype of the selected solution (Deliver).
Mode of Delivery / Planned Learning Activities and Teaching Methods
Online lectures & materials
Independent studying.
Assessment Criteria
5:
The student has excellent understanding and application of service design tools in business context. Proficient application of knowledge and skills in real-world business scenarios.
3:
The student has good understanding and application of service design tools in business context. Reasonable application of knowledge and skills in real-world business scenarios.
1:
The student has limited understanding and application of service design tools in business context. Minimal application of knowledge and skills in real-world business scenarios.
Assessment Methods
Practical service design task & presentation 40%. Independent tasks 60%.