Study Guide

Learning outcomes

The student is able to
- develop value-added digital services in the leisure industry and tourism and hospitality management
- evaluate and develop an omnichannel customer experience
- evaluate the possibilities and challenges of digitalization in the leisure industry

Implementation and methods of teaching

The commissions for the projects have been agreed by the teacher. A more focused task / challenge to be solved will be presented to the students on Tue 3 Sept. The study unit (and the study module) leans on project-based learning. The learning methods range from inspirational lectures to case assignments and project work. Also, the students get to take part in and even facilitate workshops, conduct a benchmarking study and visit some topical events. In addition to team work, the students will learn via self-education.The project work may include multidisciplinary cooperation with other student teams (e.g. environmental engineering, design, IT/technology).

Timing and attendance

The study unit starts on Mon 2 Sept with an introductory contact session and ends to a fair event on Wed 4 Dec. The commissions are presented to the students on Tue 3 Sept. The projects start immediately (Wed 4 Sept -). The students have to schedule from 2 to 2,5 days per week (Mondays, Tuesday mornings and Wednesdays for the team work) to complete the service development project for a real-life commissioner. The service development project will follow a more or less fixed schedule and procedure with four phases: User insight and customer understanding (Sept), Idea generation (Oct) and Conceptualization and finalization (Nov) and Presentation and pitching and reporting (Dec).

Learning material and recommended literature

For instance, sdt.fi/materiaali/ServiceDesignToolkit_english.pdf and https://leanservicecreation.com/.

Alternative completion methods

No alternative methods of implementation. No individual solo projects. No remote learning apart from some team-based activities.

Learning environment

The study unit (and the study module) is based on an authentic service development project. Also the campus and e-learning form a part of the learning environment.

Student time use and work load

The service development project work requires approximately 20-25 hour work per week (in total about 400 hours from early Sept to early Dec). The project is mainly completed as a student team of 4-5 members.

Contents

The study unit belongs to a seamless study module where students complete an extensive service development project for a commissioner.
The study unit supports the project work via following themes: added value of digitalization, in general, and digital services, omnichannel CX and user-orientation in the tourism and leisure industry, in particular. The study unit coaches the project teams with a professional service design and lean service creation process and methodology.

Assessment criteria

The students will be evaluated on the basis of their learning in a) knowledge and information retrieval skills, b) practical skills and c) responsibility and team skills / leadership skills.
The evaluation is based 70 % on the process, that is, the process evaluation of the service development project: project and team work, learning, use of the themes and tools of the study unit, and use of methods and experimentation. 30 % of the evaluation is based on the final output and outcome of the project: learning, commissioner feedback, sales pitch and performance in the fair event, and the concept description (report). All the assignments and "to dos" will deal with the service development project in its different phases. The study unit benefits from teacher evaluation, self evaluation and peer evaluation along with commissioner evaluation.

Assessment scale

1-5

Failed (0)

The student is unable to meet the requirements on level 1.

Assessment criteria: level 1 (assessment scale 1–5)

On the basis of the Lahti UAS assessment framework:
The student is able to search tourism service development related information from various sources about the project topic at hand.
The student is able to name and explain some of the professional tourism service/experience design related concepts.
The student is able to apply acquired development techniques and work methods according to the guidelines and rules.
The student is able to perform individual tasks and work in a team in an appropriate way.
All assignments are completed in time and according to the guidelines.

Assessment criteria: level 3 (assessment scale 1–5)

On the basis of the Lahti UAS assessment framework (also including the level 1 requirements):
The student is able to identify the need for professional tourism service development related information and evaluate the relevance of the sources.
The student is able to apply different suitable service development techniques and work methods in a consistent and argumentative way.
The student is able to perform in typical service development situations both alone and as a member of a team with a goal-oriented and user-oriented approach.

Assessment criteria: level 5 (assessment scale 1–5)

On the basis of the Lahti UAS assessment framework (also including the requirements of levels 1 and 3):
The student is able to find professional tourism service development related information and justify and reason one's choices.
The student is able to expertly and creatively apply and justify service development techniques and work methods in professional situations.
The student is able to organize team activities and act appropriately with different audiences in different situations.