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

Please refer to the Timetable Engine at https://lukkarit.laurea.fi/ for the schedule information. Laurea reserves the right to modify the timetable.

Materials

Books related to customer experience and service design such as:

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

A Canvas learning environment is used to support the implementation, but it is important to take part in teaching and guidance on campus according to schedule. The study unit includes working in groups. You will receive individual feedback for assignments from the teacher, and working life or peer feedback may also be utilised.

Employer connections

The team project is based on developing/ measuring customer experience for work life partner.

Exam schedules

Based on the degree regulations (2024), the student accepted for the implementation is required to confirm their participation by showing activity at the start of the study in the following way:
In order to demonstrate activity, the student must be present at the first contact lesson or notify the teacher in charge of their absence to confirm their participation in the study. Registration will be rejected if the student does not report their absence at the start of the study or the reason for the absence cannot be considered justified. Another student can be taken in their place.

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

Completion alternatives

According to the degree regulations (2024), Students are entitled to apply for recognition of prior learning regardless of where, when and how the competence has been acquired. At Laurea, there are two different procedures for the recognition and accreditation of prior learning: a) accreditation of prior learning (competence acquired in higher education studies at another institution) and b) demonstration of competence (competence acquired in other ways). The recognition and accreditation of prior learning is initiated by the student themselves. The student is responsible for demonstrating and verifying their competence. The student is entitled to guidance for the recognition and accreditation of their competence. Further information in the student intranet.

You may also assess work-based learning as a way to acquire the competence needed. Read more in the student intranet.

Student workload

Workload of the study is measured in a way that to acquire the goal competence of the study, one credit corresponds to an average of 26.7 hours of work done by the student. The actual time needed varies e.g. according to prior competence.

10 ECTS = 267 hours of work/student.
Part of this is covered with joint meetings but most of the work you will be doing independently with your team working with your project. Please book time for teamwork each week!

Project forms 60% of the grade, essay forms 40% of the grade.

Content scheduling

Content:
- Customer experience in theory
- Tools for developing customer experience
- Measuring and managing customer experience

Evaluation scale

H-5

Further information

The study unit corresponds to the requirements of Bachelor's level education.

The quality of the study unit implementation has been assessed and the self-evaluation report is available for example in Canvas.