Service Design Perspective on Virtual Course Development

Abstract

This thesis provides Haaga-Helia University of Applied Sciences insight into how the students experience virtual courses. The topic arose from personal interest after completing over half of the courses required for the BBA in Business IT degree as virtual courses.

The thesis explores the service design process as well as the difficulty of designing virtual courses in the digital era. The insight of the students is collected in the form of a 20-question questionnaire which proves that students truly enjoy the concept of virtual courses as it provides them with freedom but that they have had varied experiences depending on the teacher of the virtual courses.

The questionnaire responses are reflected on the new Haaga-Helia virtual course quality standards which shows that the courses do reach the minimum level of the standards. However, it also proves that there are differences between the courses as they are built and designed by different teachers. The problem is not in the content but in the pedagogical and technological way of presenting it.

The thesis arrives at a conclusion where a general structure template for similar virtual courses could be seen as a beneficial support tool for the teachers in the process of building and designing virtual courses. The template should be formed based on pedagogical, technical and content knowledge in order for it to be most useful for the teachers as well as to give the best learning experience for the students.