Aims and Fit of Module

This module aims to provide students with a comprehensive understanding of service digitalization, which involves the transformation of traditional service processes into digital ones. Students will learn how digital technologies such as artificial intelligence, blockchain, and the internet of things are being used to enhance service delivery, improve customer experience, and increase operational efficiency. The module will also examine the challenges and opportunities associated with service digitalization, including ethical considerations, cybersecurity risks, and the impact on job roles.

Through lectures, case studies, group discussions, and practical exercises, students will develop the skills and knowledge required to design and implement digital services. They will learn how to analyze customer needs and preferences, use digital tools to create engaging and personalized customer experiences, and measure and evaluate the effectiveness of digital service delivery. The module will also enable students to understand the wider societal and ethical implications of service digitalization.

Learning outcomes

A. Evaluate the benefits and challenges of implementing service digitalization strategies in different industries.
B. Develop digital service solutions that leverage emerging technologies to improve efficiency, quality, and accessibility of services.
C. Assess the role of data and analytics in service digitalization, and how to utilize customer data to personalize and enhance the customer experience.
D. Apply principles of design thinking and user-centered design to develop digital service prototypes and solutions.
E. Critically evaluate ethical and privacy concerns related to service digitalization, and propose strategies to mitigate these risks.

Method of teaching and learning

Based on the philosophy of Syntegrative Education, this module’s delivery pattern follows more intensive block teaching, and allows more meaningful contribution from industry partners. This delivery pattern provides space for students to concentrate on completing the problem-based and project-oriented assessments.

This module will be delivered through a series of key lectures/seminars. In addition, students will be required to analyse a number of cases, determining what worked and why.