Study Guide

Learning outcomes

The student is able to
- plan, implement and evaluate a Service Design project with service design methods
- develop sustainable practices in organisations

Teaching methods

This project focuses on exploring services and innovating on them through mystery shopping, targeting the experience of young clients, foreign clients and startup entrepreneurs. The aim is to gain authentic insights into their journey, expectations, priorities, and preferred channels for engagement. The project will explore the potential of attracting young Finns, international clients and entrepreneurs to Savings Bank.

Key Project Activities:

Gather authentic perspectives, including those of young startup entrepreneurs, to understand their needs, expectations, and preferences when interacting with a savings bank.

Explore ways to engage international clients by assessing the bank's offerings and services from their perspective.

Utilize mystery shopping techniques to identify opportunities for enhancing customer retention and loyalty, with a focus on what motivates customers to choose a particular bank.

Collaborate with the savings bank to develop and refine their product portfolio, aligning it with the needs and preferences of diverse customer segments.

Test different interaction channels, including appointment scheduling, physical meetings, and online meetings, to evaluate their effectiveness and customer satisfaction.

Expected Outcomes:
The project aims to deliver actionable insights and recommendations to Savings Bank for enhancing customer engagement, attracting young entrepreneurs and international clients, and optimizing their product portfolio.


The project is completed in cooperation with a working life partner in a P2P learning environment. Working life partner is Säästöpankki, Savings Bank.

The enrolled students will develop their competencies related to the study in question during this project implementation.

Daytime learning:
An independently studied part (in Canvas) supports the project implementation, but it is important to take part in project teamwork and guidance on campus according to schedule. Studying requires active participation and commitment to interactive project work. You will receive individual feedback for assignments from the teacher, and working life or peer feedback are also utilised.

Project’s guidance and working sessions can be viewed in Timetable Engine / Tuudo. Communication practices are agreed on a project-specific basis.

Laurea reserves the right to make changes.

Quality of implementation has been evaluated and self-evaluation report is available Teams.

Location and time

Please refer to the Timetable Engine at https://lukkarit.laurea.fi/ for the schedule information. Laurea reserves the right to modify the timetable.

Learning materials and recommended literature

The source materials needed for the subject area of the project are selected separately after the project assignment.

Alternative completion methods of implementation

According to the degree regulations (2024), "Students are entitled to apply for recognition of prior learning regardless of where, when and how the competence has been acquired. ... At Laurea, there are two different procedures for the recognition and accreditation of prior learning: a) accreditation of prior learning (competence acquired in higher education studies at another institution) and b) demonstration of competence (competence acquired in other ways). The recognition and accreditation of prior learning is initiated by the student themselves. The student is responsible for demonstrating and verifying their competence. The student is entitled to guidance for the recognition and accreditation of their competence." Further information in the student intranet.

You may also assess work-based learning as a way to acquire the competence needed. Read more in the student intranet.

Co-operation with working life and/or RDI

Working life partner:Säästöpankki.

Important dates

Kick-Off (mandatory participation): 4th of Sep. Exact time to be announced.

It is compulsory to participate in the project kickoff meeting so that everyone participating in the project will receive the information on the project task.

Project guidance is offered on a weekly basis. The student can compare the available guidance sessions in Timetable Engine and select those projects/studies that do not overlap.

According to the degree regulations (2024) the student must be present at the first contact lesson or notify the teacher in charge of their absence to confirm their participation in the study. Registration will be rejected if the student does not report their absence at the start of the study or the reason for the absence cannot be considered justified. Another student can be taken in their place. In project studies the first contact lesson is the first meeting of the project team and guiding lecture(s).

Students workload

Workload of the study is measured in a way that to acquire the goal competence of the study, one credit corresponds to an average of 26.7 hours of work done by the student. The actual time needed varies e.g. according to prior competence.

Weekly participation to the project meetings 9-15 in Hyvinkää kampus is mandatory!

Also, please note that the selected students will be assigned a preliminary task of writing an essay. This is workload is considered to be 3 study credits, equivalent of a standard knowledge base essay. It is due to be returned on 15th of September. The aim is to reduce workload from the November. More information will be sent for the participating students.

Content and scheduling

Aims of the project:

Develop service portfolio for Säästöpankki.

Further information for students

The study unit corresponds to the requirements of Bachelor's level education.

This study implementation is a P2P project meaning that the project is completed in a small group and guided by a teacher. Participating in the project requires attendance in the project guidance meetings and group meetings.

The prerequisite for participation is always that the possible competence prerequisites according to the curriculum (previous study or similar competence) are fulfilled. The student is responsible for taking into account the prerequisite conditions.
The quality of the study unit implementation has been assessed and the self-evaluation report is available for example in Canvas or Teams.

Grading scale

H-5

Evaluation methods and criteria

"Competence assessment is based on the descriptions of objectives in the curricula, and the level of competence is assessed according to the assessment criteria listed in the implementation plan for the studies." (Laurea degree regulations 2024).

Evaluation is discussed at the beginning of the project.

[You can remove criteria that are not suitable for this implementation but no other changes are not allowed.]

In this study unit the assessing of the competences will be done by using the criteria set for requirement level II.

Professional knowledge basis, information searching and reporting

To achieve grade 5 student must be able to
- analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge

To achieve grade 3 student must be able to
- critically evaluate information and justify their actions with science-based knowledge

To achieve grade 1 (or pass) student must be able to
- use professional concepts in a consistent manner and demonstrate their familiarity with the knowledge basis
- report and communicate in a professional manner

Professional practice and workplace development

To achieve grade 5 student must be able to
- evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
- anticipate needs of customers and/or co-operation partners

To achieve grade 3 student must be able to
- propose creative solutions at work
- promote professional co-operation and enhance customer and partner relationships

To achieve grade 1 (or pass) student must be able to
- act independently taking into account the operating environment
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs

Teamwork skills, leadership and responsibility

To achieve grade 5 student must be able to
- evaluate and develop the team’s entrepreneurial and responsible approach to work
- evaluate the possibilities for utilising competence and plan their personal development and development of the team

To achieve grade 3 student must be able to
- act in a manner that promotes the team’s entrepreneurial and responsible approach to work
- describe the development of their competence in relation to the learning outcomes

To achieve grade 1 (or pass) student must be able to
- describe the significance of their actions for successful co-operation
- describe their competence in relation to the learning outcomes

“Students who has failed to demonstrate their competence in accordance with the approved level must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. In project studies, students must supplement the competence missing from the project’s learning outcomes until their competence can be assessed as passing." (Degree regulations 2024.)

Further information

The project provides similar competences as study units R0216 Service Design ja Corporate Social Responsibility. Thus if you have completed this study entity you can not include the these two in your degree.