Basic knowledge of marketing and management is assumed.

Student evaluation will take place both in the form of continuous verification of knowledge (elaboration of individual and team semester projects) and in the form of an exam. The final evaluation of the students will depend both on the level of the ongoing work of the students during the whole semester and on the results of the exam. The exam is oral.

The requirements for obtaining credit are as follows:

1. Individual project – at the beginning of the semester, students will be assigned a practical individual project.

2. Team project – at the beginning of the semester, students will be assigned a practical team project.

The requirements for obtaining credit for students with individual studies are as follows:

1. Individual project – at the beginning of the semester, students will be assigned a practical individual project.

2. A project that can be worked on individually or joined with the students of the course - at the beginning of the semester, students will be assigned a practical project.

The control of teaching will take place in the form of the development and presentation of an individual and team semester project and a subsequent exam. The exam is oral.

The attendance at lectures and seminars is not mandatory.

The aim of the subject is to provide students with basic knowledge in the field of service design, both in companies dealing with services as the main business activity, and in companies where services are provided as a supplement to the offer of tangible products.

This subject will develop the knowledge needed to understand the issue of service design in today's companies, both in the management of the companies themselves, where services are perceived as the main business activity (such as banks, hotels, hospitals), and also where services are provided as a supplement to the offer of material products.

The course reflects current trends, including aspects of accessibility and sustainability in design.

By completing the course, students will gain comprehensive knowledge of service design principles, Design Thinking methodology, and the phases of the service innovation cycle. They will understand the structure of organizational processes from both the customer experience (frontstage) and internal operations (backstage) perspectives and will be familiar with key metrics for assessing service quality and performance.
Students will be able to independently design and conduct user research, synthesize its findings, and translate them into personas and Customer Journey Maps. Based on identified user needs, they will be capable of creating a comprehensive Service Blueprint, designing innovative service concepts, and validating their viability using rapid prototyping and testing methods.

All available teaching materials will be published for students in the e-learning platform.

• Programme MGR-SRP Master's 2 year of study, winter semester, compulsory