Service Design & Innovation

This one-year programme is designed to enable people from diverse backgrounds to become practicing service innovation developers. The course follows a user-centric service innovation approach where the student is provided with an end to end, design thinking perspective of service and business process innovation, along with practical tools and techniques that they can use in the workplace.

Special Feature
•Understand and apply the core concepts of Service Design Thinking to innovation projects.
•Understand the Service Innovation Process from ideation to a full delivery of a service concept.
•Develop, implement and analyse user innovation research for ideation, screening and go/no/go decision making during the service innovation process.
•Understand and use service developer tools such as personas, customer journey mapping, process mapping, service blueprinting, service business modelling and storytelling to realise the service innovation
•Develop and design the value proposition for the service concept
•Carry out low fidelity prototyping of a proposed innovation concept to evaluate, adapt and refine the idea.

The course is designed to place the student in a living service design lab where they work on real-life company problems, interact with company innovation and management teams and acquire service innovation know-how, skills and thinking through academic and applied workshops, lectures, seminars, mentoring and work placement. The course equips the students with latest service innovation tools such as design thinking, persona mapping, business process mapping, service blueprinting, business modelling, prototyping, and s-curve analysis in their assignments and live projects.

Interaction and engagement with industry is integral to the programme. Students learn from and engage with innovators from the services industries through seminars, field projects and the mentoring programme. The course is also linked to a service innovation centre, RIKON which is located in the School of Business, WIT, and through the research centre the students have access to their service innovation laboratory, technologies and tools.

Course Objectives
The programme's primary aim is to produce high calibre individuals, distinct in their abilities, understanding, skills and knowledge associated with service design and innovation. More specifically the objectives of the programme are:
•immerse students in service design thinking and its application in a wide range of business contexts.
•provide intensive training in the tools and techniques to design, deliver and evaluate service innovation projects.
•provide advanced competencies and skills training for the identification and implementation of innovation process and practices in an industry setting.
•provide critical insight into business process innovation across a range of service and industrial contexts.
•achieve a thorough understanding of business processes and their contribution to customer fulfilment.
•provide the knowledge of business innovation research methodologies that are required for effective decision making during the service innovation process.
•develop high-level group interaction skills and problem solving orientation in both the learning environment and the operational business environment.
•develop the required leadership, problem solving and communication skills needed for the implementation of a service innovation strategies.
•provide a mechanism for the professional development of employees in an organisational change context.

The course structure allows participants to pursue their desired goals, such as progression to an MBA or more specialised qualification, with opportunities in such fields as personnel, finance and marketing or general business management.

Entry requirements

At a minimum for students to be accepted on the Higher Diploma in Business in Service Design and Innovation, the current standard entry criteria are as follows:

•Applications must hold at least a Level 8 qualification or equivalent qualification.

•Prior work or industrial experience may be considered when short listing applicants. The programme will conform to the standard WIT postgraduate recruitment policies with regard to accreditation of prior learning.

•Applicants whose first language is not English must submit evidence of competency in English, please see WIT's English Language Requirements for details.

Subjects taught

Semester 1
• Marketing
• Managing People: Theory & Practice
• Managing Change
• Service Design Competencies and Prototyping
• Customer Experience Innovation Management
• Place Branding

Semester 2
• Business Process Mapping and Improvement
• Service Strategy and Development
• Digital Marketing Strategy
• The Management of Innovation
• Applied Project (10 Credits)

Note: In the part-time mode, three of the modules listed above would be undertaken in the third semester.

The modules are delivered using blended and traditional delivery modes. The first semester leads graduate students through a series of tools and techniques to design, deliver and evaluate service innovation projects.

The second semester focuses on developing the competencies and skills of our participants in terms for the identification and implementation of service innovation process and practices in an industry setting.

A particular feature of this course is the service innovation capstone project where the skills and knowledge developed in the programme will be showcased.




This one year level 8 degree programme is both challenging and intensive and can be taken full time over two semesters or part time over three semesters.

The full-time mode will run on Tuesday and Wednesday evening from 3pm to 10pm and the part-time mode will run on the same evenings from 6pm to 10pm, but over three semesters.

Post Course Info

Ongoing Industry Body Consultations: Service Cluster Ireland, Enterprise Ireland, Failte Ireland, the Industry Research and Development Group and South East Chambers of Commerce. These industry bodies have access to most of the potential employers of service developers in Ireland and are continuously providing insight into industry needs and potential employment opportunities.

Industry Consultations: This programme is very industry-led and there is significant company interaction not only in the ongoing design of the course but also in the delivery of the course to our participants

(i) Industry professionals participate in a series of formal and informal one-to-one mentoring sessions with participants to provide guidance on the course and job recruitment.

(ii) Through the Live Lab Projects students engaged with over 35 companies (such as Bulmers, Coilte, RTE, ABS, Waterford City Council, Hook Lighthouse) across numerous industry from Manufacturing, Services, Tourism, Charity, Media, IT and many more.

(iii) Guest Speakers and industry workshops.

(IV) RIKON - The School of Business has a service innovation and design research centre called RIKON which has conducted over 400 service innovation and design projects in the last three years and has worked with over 1100 companies since its establishment.

International Consultations: Service innovation is very export-led. To facilitate service innovation requirements and employment opportunities, there is significant interaction with Service Cluster Denmark, ServLab Fraunhoffer and we have make contact with 10 other international service innovation centres across Europe. WIT has a memorandum of understanding with these bodies to provide us with informative insights in to the educational and content requirements of potential international employers.

The Higher Diploma in Business in Service Design and Innovation also provides participants with the opportunities to progress to level 9 and 10 postgraduate qualifications.

More details
  • Qualification letters


  • Qualifications

    Higher Diploma (Level 8 NFQ)

  • Attendance type


  • Apply to