Customer orientation in development (5 cr)

Evaluation scale

0-5

Objective

After completing the course, you will have the ability to think customer-oriented in the context of development, you will master customer-oriented service development methods and know how to apply them in your own industry. You recognize the importance of customer experience management in the development of services. After the course, you will have informed and skillful capabilities to utilize research data, which can be used to target and anticipate development needs in a customer-oriented manner. You know how to evaluate and promote the implementation of professional ethical principles and values in the development of services. Competences of the course: - Ethics - Learning to learn - Anticipatory development

Content

Customer-oriented thinking in service development (Design thinking) 1 cr Customer-oriented service development methods and frameworks: experimental development and service design 2 cr Customer experience and its management 1 op Benefits and challenges of customer-centred service development in welfare services 1 op

Location and time

All meetings will take place remotely in Zoom. Obligation to be present at the first and last meeting. 1. Course information 2. A client-centred approach to service development 3. Methods and frameworks for client-centred service development 4. Methods and frameworks for client-centred service development 5. Customer experience and its management 6. Benefits and challenges of customer-centred service development in welfare services 7. Conclusion of the course, reflection

Materials

Note: Books are used in the course of study as appropriate and on a needs basis. Hassi, L., Maila, R., & Paju, S. (2015). Kehitä kokeillen: Organisaation käsikirja. Talentum Pro. Hujala, A., & Taskinen, H. (2020). Uudistuva sosiaali- ja terveysala. Tampere University Press. Koivisto, M., Säynäjäkangas, J., & Forsberg, S. (2019). Palvelumuotoilun bisneskirja. Alma Talent. Pakarinen, A., & Pakarinen, A. (2023). Design thinking in healthcare: From problem to innovative solutions (1st ed. 2023.). Springer Nature Switzerland AG. https://doi.org/10.1007/978-3-031-24510-7 Poskela, J., Kutinlahti, P., Hanhike, T., Martikainen, M. & Urjankangas, H-M. 2015. Kokeileva kehittäminen. Työ- ja elinkeinoministeriön juklaisuja 67/2015. Saarijärvi, H., & Puustinen, P. (2020). Strategiana asiakaskokemus: Miksi, mitä, miten? Docendo. Stickdorn, M., & Stickdorn, M. (2018). This is service design doing: Applying service design in the real world : a practitioner's handbook (First edition.). O'Reilly Media, Inc. + other material indicated during the course.

Teaching methods

Lecture recordings Webinars Independent study Group study Working on assignments individually and in groups

Exam schedules

The course will follow the principles set out in the Degree Regulations.

Student workload

Join us to develop your skills as a customer-focused developer. The course will provide you with a wide range of tools and skills to take your development skills to the next level. The course is a challenging, timely and interesting addition to your customer-oriented developer toolbox. During the course, you will also strengthen your AI literacy and learn how AI can help you as a customer-focused developer. Customer-oriented thinking in service development 1 cr Customer-oriented service development methods and frameworks 2 cr Customer experience and its management 1 cr Benefits and challenges of customer-oriented service development in welfare services 1 cr