•   Deep Customer Insights Through Ethnographic Research A9302-3001 01.08.2019-31.12.2019  5 credits  (HYA219SJ) +-
    Learning outcomes of the course
    The student is able to
    - use the ethnographic approach in service development
    - apply qualitative research methods
    - discover unarticulated customer/user needs and envision the opportunities this opens up
    - analyse customer/user experiences across all the touch points of an organisation
    Name of lecturer(s)

    Virpi Kaartti

    Mode of delivery

    80% Face-to-face, 20% Distance learning

    Recommended or required reading

    Portigal, Steve. 2013. Interviewing users. How to uncover compelling insights. Brooklyn, New York, USA: Rosenfeld media. Madsbjerg, C. & Rasmussen, M.B. 2014. The Moment of Clarity: Using the Human Sciences to Solve Your Toughest Business Problems. Chapters 4-5 p. 75-122. The literature list will be published in more detail in optima.

    Planned learning activities and teaching methods

    Lectures, group work, individual assignments

    Assessment methods and criteria

    Assessment criteria for master level study units.
    The assessment is based on
    - Pre-assignment, pass/fail
    - Course assignment, 1-5 (50%)
    presentation (25%)
    report (25%)
    - Student's individual work and learning diary, 1-5 (50 %)
    field notes (20%)
    reflection inc. comments on peer review (30%)

    Language of instruction
    • English
    Timing

    01.08.2019 - 31.12.2019

    Enrollment date

    13.05.2019 - 26.05.2019

    Group(s)
    • HYA219SJ
    Seats

    20 - 35

    Unit, in charge

    Laurea university of applied sciences

    Teacher(s)

    Virpi Kaartti, Taneli Heinonen

    Programme(s)

    HYA2 Degree Programme in Service Innovation and Design, Laurea Leppävaara

    Unit location

    Laurea Leppävaara

    R&D proportion

    3 credits

    Virtual proportion

    1 credits

    Evaluation scale

    H-5

    Work placement(s)

    Project work for the case company

    International connections

    International student group

    Students use of time and load

    5 ects = appr. 135 hours
    Contact sessions
    Reading
    Project work

    Content periodicity

    In this study unit there are three contact sessions, pre-assignment and a course assignment which consists of several steps: interviews, observation, analysis, crafting of insights, giving a presentation, reporting and reflecting your learnings. The work is done individually and in small groups.

    Location and time

    4.10., 9.11. & 29.11.2019 at 9-16:30 Laurea Leppävaara campus

    Assessment criteria
    Satisfactory

    Grade 1 - Student is able Knowledge base: To gather, process, produce and evaluate information widely. To use concepts of the area of expertise systematically. Problem solving: To solve problems in research, development and/or innovation activities. Development: To recognise and analyse focuses of development making use of the knowledge base. Communication: To communicate clearly both orally and in writing.

    Good

    Grade 3 - Student is able Knowledge base: To gather, process, produce and evaluate information critically and widely making use of both national and international scientific sources. To use concepts of the area of expertise fairly. Problem solving: To solve problems in research, development and/or innovation activities by applying and combining information from different fields. Development: To create target-oriented, justified development plans considering the community. Communication: To communicate in a competent, clear and consistent manner both orally and in writing.

    Excellent

    Student is able Knowledge base: To create a consistent framework/knowledge base making use of both national and international scientific sources in a critical analytic fashion. Problem solving: To solve demanding problems in research, development and/or innovation activities where new knowledge and competence is created as well as to apply and combine information from different fields. Development: To develop the activities of the competence area in a target-oriented and communal fashion. Communication: To communicate convincingly both orally and in writing to audiences within and exterior to the field.