Customer orientation in development Nonstop (5 cr)

Evaluation scale

0-5

Content scheduling

According to the student's plan.

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

Enrolment for the course is continuous and you can start at a time that suits you. The course is completely self-paced, with no time or place constraints. You commit to schedule your own studies. However, all assignments must be returned by 31 July 2026. Voluntary mentoring in Zoom for the academic year 2025-2026: 2.10.2025 23.10.2025 6.11.2025 20.11.2025 4.12.2025 18.12.2025 22.1.2026 5.2.2026 19.2.2026 5.3.2026 19.3.2026 2.4.2026 16.4.2026 30.4.2026 14.5.2026 28.5.2026 11.6.2026

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

Watching lecture recordings. Independent study and information search Working alone or in pairs on tasks: tasks 1-4 Reflection questionnaires and preliminary tasks Voluntary tutorials

Exam schedules

There are no exams during the course. The course will follow the principles of the examination 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. Please note that the content of the implementation is primarily aimed at students in the welfare sector. Course content: Customer-centred thinking in service development 1 cr Client-centred service development methods and frameworks 2 cr Customer experience and its management 1 cr Benefits and challenges of customer-centred service development in welfare services 1 cr The course load is 5 credits (135 hours of student work). The load is distributed as follows: Viewing of lecture recordings 5 h Working on reflection questionnaires 5 h Exercises 1-4 40 h Reading, searching for information, thinking 85 h