Customer-Oriented Service Design (5 ECTS)

Code: LC00FE45-3001

General information

Enrollment: 05.05.2025 - 10.08.2025; Enrollment is ongoing
Enroll to the implementation in OMA

Timing: 25.08.2025 - 12.12.2025; The implementation has not yet started.

Number of ECTS credits allocated: 5 ECTS

Mode of delivery: On-campus

Unit: Metropolia Business School

Campus: Leiritie 1

Teaching languages: English

Seats: 20 - 35

Degree programmes: Degree Programme in International Business and Logistics

Teachers: Erkki Alanen

Teacher in charge: Suvi Moll

Groups: LB24K
Incoming DD Krems 2nd year students; LC23B_IB_M
Incoming DD HWR Berlin, IBMAN Marketing; LC23R_M
Incoming DD Rennes 3rd year students Marketing; LB23L_F
Incoming DD La Rochelle 3rd year students Finance; LB23L_BI
Incoming DD La Rochelle 3rd year students Business Intelligence; LXC23_MAR
LXC23_Marketing; LC23B_IB_F
Incoming DD HWR Berlin, IBMAN Finance; LB23L_M
Incoming DD La Rochelle 3rd year students Marketing

Course: LC00FE45

Implementation has 15 reservations. Total duration of reservations is 45 h 0 min.

Time	Topic	Location
Tue 26.08.2025 time 08:00 - 11:00 (3 h 0 min)	Customer-Oriented Service Design LC00FE45-3001	MMA125 Oppimistila
Tue 02.09.2025 time 08:00 - 11:00 (3 h 0 min)	Customer-Oriented Service Design LC00FE45-3001	MMA125 Oppimistila
Tue 09.09.2025 time 08:00 - 11:00 (3 h 0 min)	Customer-Oriented Service Design LC00FE45-3001	MMA125 Oppimistila
Tue 16.09.2025 time 08:00 - 11:00 (3 h 0 min)	Customer-Oriented Service Design LC00FE45-3001	MMA125 Oppimistila
Tue 23.09.2025 time 08:00 - 11:00 (3 h 0 min)	Customer-Oriented Service Design LC00FE45-3001	MMA125 Oppimistila
Tue 30.09.2025 time 08:00 - 11:00 (3 h 0 min)	Customer-Oriented Service Design LC00FE45-3001	MMA125 Oppimistila
Tue 07.10.2025 time 08:00 - 11:00 (3 h 0 min)	Customer-Oriented Service Design LC00FE45-3001	MMA125 Oppimistila
Tue 21.10.2025 time 08:00 - 11:00 (3 h 0 min)	Customer-Oriented Service Design LC00FE45-3001	MMA125 Oppimistila
Tue 28.10.2025 time 08:00 - 11:00 (3 h 0 min)	Customer-Oriented Service Design LC00FE45-3001	MMA125 Oppimistila
Tue 04.11.2025 time 08:00 - 11:00 (3 h 0 min)	Customer-Oriented Service Design LC00FE45-3001	MMA125 Oppimistila
Tue 11.11.2025 time 08:00 - 11:00 (3 h 0 min)	Customer-Oriented Service Design LC00FE45-3001	MMA125 Oppimistila
Tue 18.11.2025 time 08:00 - 11:00 (3 h 0 min)	Customer-Oriented Service Design LC00FE45-3001	MMA125 Oppimistila
Tue 25.11.2025 time 08:00 - 11:00 (3 h 0 min)	Customer-Oriented Service Design LC00FE45-3001	MMA125 Oppimistila
Tue 02.12.2025 time 08:00 - 11:00 (3 h 0 min)	Customer-Oriented Service Design LC00FE45-3001	MMA125 Oppimistila
Tue 09.12.2025 time 08:00 - 11:00 (3 h 0 min)	Customer-Oriented Service Design LC00FE45-3001	MMA125 Oppimistila

Changes to reservations may be possible.

Learning outcomes

The student understands the importance of customer experience in service design and consumer behaviour framework as a background for improving customer experience. The student is able to describe the existing service path from the user’s point of view and recognizes needs for development and how to create solutions for those.

Content

* Consumer behaviour knowledge base
* How values influence consumer behaviour
* Basic concepts and methods of service design
* Managing sustainable customer experiences

Prerequisites

Marketing or equivalent studies

Teaching methods

Contact teaching at campus.
Lectures, assignments and self studying.

Location and time

Tuesdays from August 26 to December 2, 2025, from 08:00 to 11:00 at the Myyrmäki campus.

Learning materials and recommended literature

Materials from lectures and other relevant materials provided by teachers.

Exam dates and retake possibilities

No exams, no retakes.

Student workload

5 credit points require a calculated total of 135 hours of work.

Further information for students

More detailed content of the course will be presented on a first lecture.

Assessment methods and criteria

The assessment of the course consists primarily of the points earned from group and individual assignments. The teachers will present the scoring criteria in connection with the assignment instructions.

Grading scale and corresponding grades:
• Below 50 points: Fail
• 50 - 59 points: 1
• 60 - 69 points: 2
• 70 - 79 points: 3
• 80 - 89 points: 4
• 90 - 100 points: 5

Evaluation scale

0-5

Assessment criteria, satisfactory (1)

The student has achieved the course objectives fairly. The student will be able to identify, define and use the course subject area’s concepts and models. The student understands the criteria and principles of the expertise development.

Assessment criteria, good (3)

The student has achieved the course objectives well, even though the knowledge and skills need improvement on some areas. The student is able to define the course concepts and models and are able to justify the analysis. The student is able to apply his/her knowledge in leisure, study and work situations. The student understands the importance of expertise in the field of business and is able to analyze his/her own expertise.

Assessment criteria, excellent (5)

The student has achieved the objectives of the course with excellent marks. The student masters commendably the course subject area’s concepts and models. The student is able to make justified and fluent analysis and to present concrete development measures. The student is well prepared to apply his/her knowledge in leisure, study and work situations. The student is able to analyze the business sector expertise and the development of his/her own expertise.