Customer orientation in development Nonstop (5 ECTS)

Learning outcomes

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

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

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 2025.

Learning materials and recommended literature

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.

Exam dates and retake possibilities

There are no exams during the course. The course will follow the principles of the examination regulations.

Student workload

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 Please note that this is primarily aimed at students in the welfare sector. However, if you wish, you can apply the tasks and content of the course to your own sector. The course load is 5 credits (135 h of student work). The load is distributed as follows: Watching lecture recordings 5 h Working on reflection questionnaires 5 h Exercises 1-4 40 h Reading, searching for information, thinking 85 h

Content scheduling

According to the student's plan.

Evaluation scale

0-5