Customer orientation in development Nonstop (5 ECTS)

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.

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.

Exam schedules

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.

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

Further information

Each part of the course has an assignment, which is marked. Finally, the points are added up and the total score determines the grade for the course. Each assignment must be successfully completed in order to receive a pass mark. There are four (4) assignments in total and the maximum score is 100. Each assignment must be successfully completed in order to receive a pass mark for the course. The assessment of the course is based on the total number of marks for the assignments as follows: Grade 1: 25-39 points Grade 2: 40-54 points Grade 3: 55-69 points Grade 4: 70-84 points Grade 5: 85-100 points Preliminary tasks and reflections 1-4 must be completed, but do not affect the numerical assessment. Learning tasks are assessed on specific days, when all returned tasks are assessed. Please note that assignments will not be assessed in the summer, but assignments returned during the summer will be assessed at the end of the course in August 2025. Once you have completed all the assignments for the course (preassignments, assignments 1-4 and reflection questionnaires) and all assignments have been assessed, you will receive a mark in Peppi. Spring/Summer 2025 assessment dates: 23.4., return date for assignments 22.4. 7.5., return date for assignments 6.5. 21.5. return date for assignments 20.5. 4.6. Last assessment day before the summer break. If you wish to be assessed before the summer break, please return your assignment by 3.6. Course evaluations will be completed by 31 August at the latest.

Evaluation scale

0-5