Diploma in Service Design - Palvelumuotoilija

Many digital B2C service providers have pampered us with services we didn´t know were possible. This has come together with an excellent customer experience. It has provoked us to demand similar ease in all services and processes in B2C and B2B, as well as in physical encounters. The participants in this program apply Service Design in various fields to ensure a service, product, process, and strategy that is viable, feasible, and desirable, all at the same time. Over the last twenty years, this highly practical mindset, process, and toolbox have also met a surging academic research interest.

The Diploma in Service Design – Palvelumuotoilija program brings you the latest state-of-the-art knowledge and skills to address the growing need to understand your customers better and help solve their problems. You will tackle the questions of how to cross silos and make your company more customer-centric.

The program approach is thematic. The introductory module focuses on service design as a part of user-centered design and user data in service design. You will explore different ways to gain data and co-create with the customer, citizen, or user – the many objects and subjects of this human-to-human design approach. The module also tackles combining quantitative and qualitative data and exploiting artificial intelligence.

Next, we dive into how to organize design in your organization. We also discuss how to manage a cost-efficient and effective service design project. We move on to study the bond between design and business more closely by way of business design. How can you create new lucrative services and continuously develop existing service offerings to achieve business objectives? You will practice economic modeling and simulation of a prospective service.

Finally, we focus on how an organization can become customer-centric. You will explore your role as a change agent in transforming your organization's culture and management to be more customer-driven. How can you enhance customer and employee experience at the same time? And last but not least, how do you increase the credibility of service design as a means to achieve business benefit?

We recommend taking the Aalto EE Palvelumuotoilu (Service Design) program to gain the prior knowledge and skills needed to participate in the Diploma in Service Design – Palvelumuotoilija program. The program includes both contact sessions and self-paced study. There are eight full-day facetime sessions (64 hours) with interactive lectures, workshops, project clinics, and inspiring industry speakers. Remote work includes home assignments and reflection (8 hours), a real business challenge from your own organization (64 hours), a development process for your professional role (8 hours), supporting online courses (24 hours), and an Echo Team process (8 hours).

The program is held in Finnish.

Teaching takes place at Aalto EE's premises in Helsinki.