This course provides you with the foundation for the design of service experiences that impact culture and community development in a sustainable fashion.
10th October, 2022
18th September, 2022
Free of charge, except for semester fee (NOK 805) and course literature.
You will be made capable of using tools to design a service experience in Norway.
Service experiences are everywhere. Each day we interact with a wide variety of services depending on our daily paths from hospitality (food and beverage, transportation, etc…) to healthcare. Increasingly, we deal with service experiences from technology partners as well. While we hope to have positive service experiences, sometimes our service experiences fall short of our expectations.
As leaders in hospitality and healthcare service providers, we make decisions each day that impact the service experiences of our guests/clients/patients. Our efforts and engagement with people, processes, and technology can impact our service delivery and require review, revision, and inspiration for innovation from time to time.
In this course, we will explore service experience design by looking at examples in both the hospitality and healthcare services. We will explore a variety of tools to not only help us evaluate existing service delivery but to map a plan forward for innovation and further service process evaluation. By looking through the lens of Norwegian service delivery examples, we will focus on sustainability aspects of service design in addition to thinking about service delivery design from a target customer market.
You will actively learn how to engage with a variety of entrepreneurial tools that can be used to design or innovate upon existing services that contribute to culture and community development in a sustainable fashion.
This course could be suitable for
- Norwegians with bachelor degrees outside of business (who graduated within five years)
- Administrative workers (supporting someone with decision making authority)
- Norwegians interested in entrepreneurship
- Hospitality workers looking to transition to business
- Hospitality workers needing to re-energize business due to a Corona pivot
- Norwegians who have a 'dream' that they want to define more fully
- Internationals in Norway (expats/immigrants)
After completing the course, you should have the following knowledge, skills, and general competencies:
- Understand hospitality and defining a service experience from brainstorming toiteration
- Knowledge of success metrics and indicators to evaluate service experiences
- Knowledge of using a SWOT analysis in the hotel and restaurant sector
- Design elements of a service experience for an existing organization
- Methods to evaluate an existing service experience
- Describe a service experience in relation to entrepreneurship idea, necessary skills, and entrepreneurial success
- Compare different entrepreneurial tools used to develop service experiences
- Use entrepreneurial tools to design or further develop a service experience at a specificdestination in Norway in a sustainable fashion
- Capable of using tools to design a service experience in Norway
- Ability to evaluate service experiences
- Exposure to VR modules as a frame for service design
- Ability to define success and success metrics for new or existing service experiences
- Recognize tools available for service design based on a specific organization’s needs
Associate professor Mona Anita Kristiansen Olsen is responsible for the course.
Read more about her here: monaanitaolsen.com
Required Prerequisite Knowledge
The course is open to individuals with a Norwegian social security number.
There are no pre-requisite courses required.
The general requirement for entry is completion of secondary education at advanced level, equivalent to passing the exam at the end of Norwegian secondary school, is the general basic requirement for entry. Read more here:
- Required participation (over 75% attendance) in the four live Zoom sessions
- Internet access and personal computer is required
- You are required to have microphone/headphones/camera for the Zoom sessions
- Online access weekly in order to complete assignments, lectures, case studies, quizzes, and other course content and engagement in an asynchronous fashion within the week assigned, and made available on Canvas
Four synchronous classes, live on Zoom on the following dates and time:
Live Session: Monday, October 10, 2022 9:00-10:30
Live Session: Tuesday, October 11, 2022 9:00-10:30
Live Session: Monday, November 28, 2022 9:00-10:30
Live Session: Tuesday, November 29, 2022 9:00-10:30
Asynchronous Classes In Between Starting and Closing Live Sessions
Quizzes and Course Portfolio
There are two quizzes during the semester that cover material assigned in coordination with the course.
Each quiz is submitted individually. The quizzes together counts for 2/5 of the final grade. Both quizzes must be completed to be eligible to take the Course Portfolio.
The dates for the quizzes are:
Quiz 1: Wednesday, November 9, 2022 at 8:30 on Canvas
Quiz 2: Wednesday, November 23, 2022 at 8:30 on Canvas
The Course Portfolio encompasses two sections - including the creation of a 2-minute video submission in response to a case-study example in hospitality and a 10-page term paper, submitted individually. The Course Portfolio is worth 3/5 of the final grade.
Course Portfolio Due: Wednesday, December 7, 2022 at 8:30 to Inspera.
In the case of a re-sit exam, the student must retake the complete portfolio with the two sections.
Submissions should be in English, but grammatical errors will not affect the grade.
Method of Work
This course will be delivered online in a hybrid format. This included four synchronous (live) lectures on Zoom, and eight sessions of asynchronous (self-study) on Canvas. Various technology will be used including Zoom, Canvas, etc.
The course content will be delivered over a eight-week period. Internet access, microphone, headphone, computer, and camera are required.
The course will be delivered in English. Syllabus literature, industry research, case studies, virtual modules, and online discussions will be incorporated into the course.
Literature (Textbooks, Articles, Cases, and Videos)
The literature for the course will be posted on Canvas prior to the start of the course.
This is the study program for 2022/2023. It might be subject to change.