MSc

MSc Follow-the-Sun Service Design

Design services that hand off cleanly around the clock—queues, scripts, and fairness—not a 24/7 slogan.

Online only

18 months48 creditsEnglish (ES/PT/HI support hubs do not change the language of assessment unless a bilingual pathway is stated)

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Overview

‘We are 24/7’ usually means one tired region plus a vendor. This MSc treats follow-the-sun as a design problem: what must be true in the ticket for the next meridian to act, how language hubs escalate without rewriting the student’s academic record, and how live seminars for a university and live support for a firm share the same clock politics. You will map a student-support journey for FollowLap University-like operations: tuition-free online learners, identity-checked exams, hubs in ES/PT/HI, English assessment. You will also map a commercial digital service with the same honesty. No ITIL badge is conferred. No UN helpdesk is implied. Seminars rotate so service designers in APAC are not perpetual recording-watchers. Design work uses queue age by meridian, knowledge articles that the next shift can execute, and QA samples that include Spanish, Portuguese, and Hindi contacts. You will rewrite ‘24/7’ until it is a roster. Escalation into an English assessment context is a bright line: student-support language is not a grade. Low-bandwidth support and vendor-versus-in-house coverage are in the operations modules. FollowLap University’s own student services are a legitimate comparison case, not a claim that FollowLap is a commercial contact-centre franchise. ITIL remains outside the award.

Thirty-six credits: service clocks, language channels, knowledge and quality, and a handoff capstone.

Who This Programme Is For

Global student-support and customer-operations leads
Service designers in digital-first firms
Knowledge managers for follow-the-sun teams
Hub leads (ES/PT/HI) moving into design roles

How you can study

Digital only

Study online

100% tuition-free online

Every programme can be completed fully online with zero tuition fees — study from anywhere in the world.

✦ Tuition: £0 / $0
✦ Course exams from $60 — 95% sponsorship rate
✦ Learn from anywhere · Live online seminars

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What You Will Learn

Design a handoff artefact a next-shift can execute
Specify language-hub escalation without touching assessment records
Model queue age by meridian
Write 24/7 claims that can be staffed
Separate vendor ITIL folklore from assessed service design

Curriculum

Module 1: Service clocks

Code	Course	Credits
FollowLap6101	Follow-the-Sun Maps that Can Be Staffed Students specify a small system or work, its users, and the interface between parts. The module is Follow-the-Sun Maps that Can Be Staffed. Follow-the-Sun Maps that Can Be Staffed: the core problem A worked case in Follow-the-Sun Maps that Can Be Staffed Evidence, sources, and limits An assessed task a reviewer can mark	3
FollowLap6102	Queue Age by Meridian Students implement or review a component and show how it was tested or critiqued. The module is Queue Age by Meridian. Queue Age by Meridian: the core problem A worked case in Queue Age by Meridian Evidence, sources, and limits An assessed task a reviewer can mark	3
FollowLap6103	On-Call versus Shift Design Students describe release, failure, and the record an operator or producer would need. The module is On-Call versus Shift Design. On-Call versus Shift Design: the core problem A worked case in On-Call versus Shift Design Evidence, sources, and limits An assessed task a reviewer can mark	3
FollowLap6104	Honest 24/7 Language Students deliver a supervised build or design and defend the trade-offs. The module is Honest 24/7 Language. Honest 24/7 Language: the core problem A worked case in Honest 24/7 Language Evidence, sources, and limits An assessed task a reviewer can mark	3

Module 2: Language channels

Code	Course	Credits
FollowLap6105	Spanish, Portuguese, and Hindi as Service Languages Students specify a small system or work, its users, and the interface between parts. The module is Spanish, Portuguese, and Hindi as Service Languages. Spanish, Portuguese, and Hindi as Service Languages: the core problem A worked case in Spanish, Portuguese, and Hindi as Service Languages Evidence, sources, and limits An assessed task a reviewer can mark	3
FollowLap6106	Escalation into English Assessment Contexts Students implement or review a component and show how it was tested or critiqued. The module is Escalation into English Assessment Contexts. Escalation into English Assessment Contexts: the core problem A worked case in Escalation into English Assessment Contexts Evidence, sources, and limits An assessed task a reviewer can mark	3
FollowLap6107	Tone, Register, and Hub Quality Students describe release, failure, and the record an operator or producer would need. The module is Tone, Register, and Hub Quality. Tone, Register, and Hub Quality: the core problem A worked case in Tone, Register, and Hub Quality Evidence, sources, and limits An assessed task a reviewer can mark	3
FollowLap6108	When a Hub Must Not Touch a Grade Students deliver a supervised build or design and defend the trade-offs. The module is When a Hub Must Not Touch a Grade. When a Hub Must Not Touch a Grade: the core problem A worked case in When a Hub Must Not Touch a Grade Evidence, sources, and limits An assessed task a reviewer can mark	3

Module 3: Knowledge and quality

Code	Course	Credits
FollowLap6109	Articles that Survive Offset Students specify a small system or work, its users, and the interface between parts. The module is Articles that Survive Offset. Articles that Survive Offset: the core problem A worked case in Articles that Survive Offset Evidence, sources, and limits An assessed task a reviewer can mark	3
FollowLap6110	QA Sampling across Regions Students implement or review a component and show how it was tested or critiqued. The module is QA Sampling across Regions. QA Sampling across Regions: the core problem A worked case in QA Sampling across Regions Evidence, sources, and limits An assessed task a reviewer can mark	3
FollowLap6111	Vendor versus In-House Coverage Students describe release, failure, and the record an operator or producer would need. The module is Vendor versus In-House Coverage. Vendor versus In-House Coverage: the core problem A worked case in Vendor versus In-House Coverage Evidence, sources, and limits An assessed task a reviewer can mark	3
FollowLap6112	Accessibility of Support on Low Bandwidth Students deliver a supervised build or design and defend the trade-offs. The module is Accessibility of Support on Low Bandwidth. Accessibility of Support on Low Bandwidth: the core problem A worked case in Accessibility of Support on Low Bandwidth Evidence, sources, and limits An assessed task a reviewer can mark	3

Module 4: Capstone

Code	Course	Credits
FollowLap6113	Journey Mapping Studio Students specify a small system or work, its users, and the interface between parts. The module is Journey Mapping Studio. Journey Mapping Studio: the core problem A worked case in Journey Mapping Studio Evidence, sources, and limits An assessed task a reviewer can mark	3
FollowLap6114	Metrics that Do Not Hide One Tired Region Students implement or review a component and show how it was tested or critiqued. The module is Metrics that Do Not Hide One Tired Region. Metrics that Do Not Hide One Tired Region: the core problem A worked case in Metrics that Do Not Hide One Tired Region Evidence, sources, and limits An assessed task a reviewer can mark	3
FollowLap6115	Writing for Operations Boards Students describe release, failure, and the record an operator or producer would need. The module is Writing for Operations Boards. Writing for Operations Boards: the core problem A worked case in Writing for Operations Boards Evidence, sources, and limits An assessed task a reviewer can mark	3
FollowLap6116	Capstone: Follow-the-Sun Service Redesign Students deliver a supervised build or design and defend the trade-offs. The module is Capstone: Follow-the-Sun Service Redesign. Capstone: Follow-the-Sun Service Redesign: the core problem A worked case in Capstone: Follow-the-Sun Service Redesign Evidence, sources, and limits An assessed task a reviewer can mark	3

Career Paths

Follow-the-sun service designer
Global support operations manager
Student services design lead (online HE)
Knowledge operations lead
Hub network design manager

Programme Highlights

Handoffs as the unit of design
ES/PT/HI as channels, not markers
Timezone-rotated seminars
Tuition-free online
No ITIL claim

Assessment

Modules are assessed through a published mix of coursework, applied projects, and examinations. Exam windows are announced in advance so students in other time zones are not forced into overnight sittings. Alternative arrangements are available where documented.

Admission requirements

Academic entry

Bachelor's degree from a recognised institution (minimum 2:2 / GPA 2.5/4.0 or equivalent national scale)
Identity document for remote identity-checked assessment enrolment
Preferred: support, student services, or service-design experience

English language

English proficiency: IELTS 5.5, TOEFL 46, or equivalent (waived for prior English-medium study). Spanish, Portuguese, or Hindi support hubs do not replace the language of assessment unless the programme explicitly offers a bilingual assessment pathway.

Documents

Statement of Purpose (500 words minimum) stating goals, professional context, and fit
Two academic or professional references with verifiable contact details
CV or résumé covering education and relevant work
Official transcripts (digital copies accepted at application; certified copies before award)

Programme questions

How long is the MSc Follow-the-Sun Service Design?

The published duration is 18 months. Teaching language: English (ES/PT/HI support hubs do not change the language of assessment unless a bilingual pathway is stated). Actual time-to-complete depends on mode and any recognised prior learning.

Can I study this from my country?

This is a fully online award. You study from your country. No student visa and no campus relocation are required.

What does it cost?

Degree tuition for this award is published as £0 / tuition-free on the online pathway. Examination or administrative fees may apply at checkout — never an annual tuition invoice. Check the Fees page for any extras.

What are the entry requirements?

Requirements are grouped on this page (academic, English, documents). Equivalent qualifications are considered. English may be waived after prior English-medium study.

How is the programme assessed?

Assessment is typically a mix of coursework, projects, and examinations. Doctoral awards include a thesis or dissertation and an oral examination. Details sit in the programme specification and module outlines.

Will this award be recognised where I live?

Recognition of the award for local employment, professional licence, or ministry attestation is decided by your employer or regulator. FollowLap University publishes verification pages for certificates. We do not claim automatic equivalence in every country.

How do I apply?

Start an application on this website. Progress is saved from the first step. Admissions: admissions@followlap.com.

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