For this Final Assignment, worth 60% of the final mark, the student must carry out the following work:
For the purposes of this assignment, you will develop your own Individual Service Design Project!
Word count: 400 words
A service blueprint is a diagram that visualizes the relationships between different service components — people, props (physical or digital evidence), and processes — that are directly tied to touchpoints in a specific customer journey. Nielsen Norman Group, week 4 Article
The customer’s journey is the process buyers go through to become aware of, consider and evaluate, and decide to purchase a new product or service. This includes all the different touchpoints customers use to interact with a product / service. (week 5 slides)
A customer journey map is a diagram or several diagrams that depict the stages customers go through when interacting with a company (week 5 sldes).
Structure of the Assignment
Credit will be given for evidence of:
• Library/Internet based research. Try to use a mixture of resources – books, articles as well as the internet.
• Understanding of the issues raised by the question.
• Concise and clear presentation. Acknowledge any quotes, ideas or arguments that are not your own using the Harvard system. Include a list of references.
• Originality and a critical and questioning approach. It is important to be objective and to support statements with evidence.
• A logical structure and well-argued conclusion
Marking weight: 60%
The work must be uploaded on the appropriate Turnitin folder created by the course Faculty Member on Moodle.
The title of the student’s submitted file should contain the following information:
– Name of this course
– Name of the Faculty Member / Teacher
– Student’s full Name
– Student ID number
– Title of this assignment (Mid-Term / Final)
Release Date: as of 5th Week
The assignment must be submitted (uploaded into Turnitin) to the link provided by the course Faculty Member and indicated on the Moodle page of this course.
(Grading matrix/rubric next page)
|Marginal fail 60-69
|Knowledge & Understanding (20%)
|Student demonstrates excellent understanding of the task, the key concepts, applies theory where useful or necessary, and uses vocabulary in an entirely appropriate manner.
|Student demonstrates good understanding of the task and mentions some relevant concepts and demonstrates use of the relevant vocabulary.
|Student understands the task and provides minimum conceptual and theoretical support, and uses only some of the relevant vocabulary.
|Student understands the task and attempts to answer the question but does not mention key concepts or uses minimum amount of relevant vocabulary.
|Student applies fully relevant knowledge from the topics delivered in class.
|Student applies mostly relevant knowledge from the topics delivered in class.
|Student applies some relevant knowledge from the topics delivered in class. Misunderstanding may be evident.
|Student applies little relevant knowledge from the topics delivered in class. Misunderstanding is evident.
|Critical Thinking (30%)
|Student critically assesses in excellent ways, drawing insightful conclusions based on readings from relevant authors. Student also makes clear and correct citations and uses the Harvard referencing method correctly.
|Student critically assesses in good ways, drawing conclusions from relevant authors and references. Student knows how to use the Harvard referencing method correctly.
|Student provides some insights but stays on the surface of the topic. References may not be relevant.
|Student shows little or no critical thinking insights, does not quote appropriate authors, and does not provide valid sources.
|Student communicates their ideas very well organized and extremely clearly and concisely, respecting word count, grammar and spellcheck.
|Student communicates their ideas in an organized manner and concisely, respecting word count, grammar and spellcheck
|Student communicates their ideas with some clarity and concision. It may be slightly over or under the wordcount limit. Some misspelling errors may be evident.
|Student communicates their ideas in a somewhat unclear and unconcise way. Does not reach or does exceed wordcount excessively and misspelling errors are evident.
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