Customer Experience (10 cr)

Learning outcomes

The student is able to
- apply customer experience knowledge into the service business
- plan and produce user-centered services
- develop hospitality services in the international context

Location and time

The exact schedule will be in canvas and discussed during the first class. Students are required to work every week efficiently during the study unit. Weekly meetings are in Leppävaara Campus.

Materials

Villani, I. 2018. Transform Customer Experience. Wiley
https://ebookcentral.proquest.com/lib/Laurea/detail.action?docID=5649350

Peppers, D. and Rogers, M. 2017.Managing customer experience and relationship: a strategic framework
https://ebookcentral.proquest.com/lib/Laurea/detail.action?docID=4729311

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This Is Service Design Doing. Sebastopol: O’Reilly
https://www.thisisservicedesigndoing.com/

Teaching methods

During the study unit, students will work in teams and have also individual work.
Students need to be prepared to work efficiently and actively during the studies.

The team project is based on developing customer experience.

Exam schedules

Active participation in lectures and workshops is required due to the service desing methods and tools used. The exact schedule will be in canvas and discussed during the first class.

International connections

Suitable for exchange students

Completion alternatives

According to the degree regulations “all students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit Link.

Student workload

10 ECTS = 270 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Assessment criteria, approved/failed

Laurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Content scheduling

Content
- orientation to Design thinking
- Customer experience in theory
- Service versus experience
- Journey Mapping
- Service Blueprint
- Measuring customer experience
- Employer experience
- Multichannel/ Omnichannel
- Miro basics


ASSIGNMENTS
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Customer project/ team work (evaluated 5-1 + peer evaluation, returned by the end of the course)
Individual essay (5-1, returned by the end of the course)
Individual assignment (mind map) pass/ fail ( in the beginning of the course)
Team assignments pass/ fail (in the beginning of the course)

Evaluation scale

H-5

Further information

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).