We live in a world where the norm is change but we do not pay enough attention to how it is done. This is a course on the structured process of creating service innovation in the public sector – both incremental and radical. Services are something we use and relate to everyday, but we rarely reflect on what makes them unique and thus how to think when we make changes to them. Also, most of the existing methods are developed for the purpose of developing products. The methods in focus of this course are different ways to understand the users better and it will be a mix of theory and practice.

The purpose of this course is to go further into the process of developing new solutions (service innovations) with the goal of giving the participants enough knowledge and practice to apply this in their own organization.

Course content

  • Service logic
  • New service development, service innovation and service design
  • The new service development process
  • Evaluating a service innovation
  • Understanding the user
  • Tools to capture user information
  • Designing a new solution


This is an excerpt from the complete course description for the course. If you are an active student at BI, you can find the complete course descriptions with information on eg. learning goals, learning process, curriculum and exam at portal.bi.no. We reserve the right to make changes to this description.