Masters’s Thesis: Designing higher education centered service portfolio

​The purpose of this thesis is to understand students’ and teachers’ experiences in higher education in Hungary, and integrate these insights into the design and development of an innovative service portfolio of “Learning Experience Lab” to support the development of higher education learning and teaching. The LxLab development project is the creation of a new service portfolio for Qualitas Ltd. – Hungarian consulting agency-, introduced in the market as LxLab by Qualitas in 2017. The project was developed and leaded by Reka Barath in collaboration with Qualitas Ltd.’s development team.

Effective learning is more important than ever and organizational leaders are aiming to discover new methods that enable the design and delivery of learning experiences according to students’ reality (Jordan 2017). By adopting a customer-dominant mindset from the beginning of the development project, students and teachers were at the heart of the study as well as their experiences as drivers of innovation and the basis of the developed service portfolio. The development project proposes to rethink the traditional generation of experiences in higher education by introducing a new approach as a lens for considering students’ and teachers’ in the design process.

The real value of the thesis, titled “Designing higher education centered service portfolio for a consulting agency: LxLab by Qualitas”,  for higher education institutions comes from the understanding of students and teachers and the capacity to align study programs and teachers’ role in learning experiences with students’ and teachers’ real needs; thus, reduce the gap between key competences and learning outcomes gained at study programs and desired skills and competences required to be admitted into the labor market. It is also a call to action for higher education institutions to start to work on learning and teaching experiences systematically and globally because only isolated innovation examples exist for now in Hungary.

Service design thinking is a convenient approach to explore complex problems and realities, actively involving stakeholders in an iterative design process to develop solutions according to their needs. The LxLab Triple Diamond design process based on the UK Design Council’s Double Diamond model (UK Design Council  n.d.) was adapted to the reality of higher education, connected with previous research experiences of Qualitas T&G Ltd., using mixed research techniques. The study looks beyond the experiences and expectations of students and teachers through the application of tools as journey mapping and personas in order to offer the most appropriated services matching with the real needs of academic institutions.

Further information:

Reka Barath
Master’s Degree Programme Service Innovation and Design
Tel +34 608 48 67 53


  • Jordan, T. 2017. 3 Reasons Why Instructional Designers Need to Change. Instructional Design Central, 22 November 2017. Accessed 26 November 2017.
  • U.K. Design Council. n.d. The design process: What is the double diamond? Accessed 4 September 2017.

Modified 6/6/2018 2:21 PM