Customer Insight and Service DesignLaajuus (5 op)
Tunnus: T31L127OJ
Laajuus
5 op
Opetuskieli
- englanti
Osaamistavoitteet
On successful completion of the course, student can recognize different sources of customer information. Student can build a relevant customer persona/profile based on different data and research. Student can utilize quantitative and qualitative methods. Student can combine different kinds of information to gain customer insight. Student understand the role and meaning of service design. Student can utilize the service design and co-creation processess and methods. Student can design a simple usability test.
Sisältö
* relevant customer persona/profile
* quantitative and qualitative methods
* service design and co-creation processess and methods.
* test
Arviointikriteerit, tyydyttävä (1)
Student recognizes some different sources of customer information. Student knows how to collect data and information using a relevant method. Student knows how to form a simple but relevant customer persona/profile. Student recognizes some key processes and methods of service design and co-creation and their role in business development. Student understands the idea of usability testing and knows some practical testing methods.
Arviointikriteerit, hyvä (3)
Student recognizes some key sources of customer information. Student can collect data and information using a relevant method and assess the reliability of results. Student can use different kinds of information to form a detailed customer persona/profile. Student recognizes the key processes and methods of service design and co-creation and knows how to apply them practically. Student knows the method and process of usability testing and can design a simple usability test.
Arviointikriteerit, kiitettävä (5)
Student recognizes relevant sources of customer information. Student can collect data and information using different methods in reliable way. Student can combine information to gain customer insight to form a customer persona/profile for practical business problem solving. Student can apply service design and co-creation processes and methods in practical business situation. Student can design a simple usability test and knows how to use the results in improving the usability of application or website.
Ilmoittautumisaika
01.10.2024 - 16.02.2025
Ajoitus
17.02.2025 - 31.03.2025
Laajuus
5 op
Toteutustapa
Lähiopetus
Yksikkö
Tradenomikoulutus, liiketalous T
Opetuskielet
- Englanti
Paikat
0 - 40
Tutkinto-ohjelma
- Liiketalouden koulutus, Tornio
Opettaja
- Anthony Okuogume
Vastuuhenkilö
Anthony Okuogume
Opiskelijaryhmät
-
TA31L23KTradenomikoulutus, liiketalous (monimuoto-opinnot), Tornio, kevät 2023
Tavoitteet
On successful completion of the course, student can recognize different sources of customer information. Student can build a relevant customer persona/profile based on different data and research. Student can utilize quantitative and qualitative methods. Student can combine different kinds of information to gain customer insight. Student understand the role and meaning of service design. Student can utilize the service design and co-creation processess and methods. Student can design a simple usability test.
Sisältö
* relevant customer persona/profile
* quantitative and qualitative methods
* service design and co-creation processess and methods.
* test
Aika ja paikka
Spring 2025 online and in Tornio Campus. Changes are possible. Latest info available in Peppi/Tuudo timetable (note: to be updated)
Zoom 24.2. 14:00-17:00
Zoom 26.2. 14:00-17:00
Zoom 10.3. 14:00-17:00
Zoom 12.3. 14:00-17:00
Zoom 17.3. 14:00-17:00
Zoom 19.3. 14:00-17:00
Campus Days 24.4. 9:00-17:00
Campus Days 25.4. 9:00-15:00
Oppimateriaalit
Learning materials will be available in course Moodle. List of useful literature: https://luc.finna.fi/lapinamk/List/1213924
Opetusmenetelmät
Lessons and guidance in Zoom or Teams.
Workshop and learning project on Campus Days 25.4.2025 and 26.4.2025 in Tornio.
Independent work on assignments.
Exercises on qualitative and quantitative research techniques.
Written assignments.
Group learning project.
Peer feedback for other groups
Self-assessment of group work results and process.
Course feedback.
Tenttien ajankohdat ja uusintamahdollisuudet
Learning projects have one actual submission date.
Late submissions are not accepted and will be graded as failed.
First retry will be 2 months after the actual submission date.
Second retry will be in next semester (week 42 or 10).
Grading in 1 month after submission date at latest.
Kansainvälisyys
This course is offered also for our exchange students.
Sisällön jaksotus
Methods of describing the customer
Customer data and information sources
Quantitative Survey research
Qualitative interview research
Service design methods
Usability testing
Reporting of research findings
Lisätietoja opiskelijoille
Prior knowledge:
Basics of marketing
Knowledge of Customer Experience is useful, but not necessary
Office tools
Arviointiasteikko
H-5
Arviointikriteerit, tyydyttävä (1)
Student recognizes some different sources of customer information. Student knows how to collect data and information using a relevant method. Student knows how to form a simple but relevant customer persona/profile. Student recognizes some key processes and methods of service design and co-creation and their role in business development. Student understands the idea of usability testing and knows some practical testing methods.
Arviointikriteerit, hyvä (3)
Student recognizes some key sources of customer information. Student can collect data and information using a relevant method and assess the reliability of results. Student can use different kinds of information to form a detailed customer persona/profile. Student recognizes the key processes and methods of service design and co-creation and knows how to apply them practically. Student knows the method and process of usability testing and can design a simple usability test.
Arviointikriteerit, kiitettävä (5)
Student recognizes relevant sources of customer information. Student can collect data and information using different methods in reliable way. Student can combine information to gain customer insight to form a customer persona/profile for practical business problem solving. Student can apply service design and co-creation processes and methods in practical business situation. Student can design a simple usability test and knows how to use the results in improving the usability of application or website.
Arviointimenetelmät ja arvioinnin perusteet
Evaluation is based on assignments and demonstrations of compentence. These are based on the competence goals of the course. Descriptions, submission dates and evaluation criteria are available on course Moodle. Group assignments require self-assessment of group results and work process.
Ilmoittautumisaika
02.10.2023 - 10.03.2024
Ajoitus
20.02.2024 - 19.05.2024
Laajuus
5 op
Virtuaaliosuus (op)
4 op
Toteutustapa
20 % Lähiopetus, 80 % Etäopetus
Yksikkö
Tradenomikoulutus, liiketalous T
Opetuskielet
- Englanti
Paikat
1 - 50
Tutkinto-ohjelma
- Liiketalouden koulutus, Tornio
Opettaja
- Pilvi Taskinen
Vastuuhenkilö
Pilvi Taskinen
Opiskelijaryhmät
-
TA31L22KTradenomikoulutus, liiketalous (monimuoto-opinnot), Tornio, kevät 2022
Tavoitteet
On successful completion of the course, student can recognize different sources of customer information. Student can build a relevant customer persona/profile based on different data and research. Student can utilize quantitative and qualitative methods. Student can combine different kinds of information to gain customer insight. Student understand the role and meaning of service design. Student can utilize the service design and co-creation processess and methods. Student can design a simple usability test.
Sisältö
* relevant customer persona/profile
* quantitative and qualitative methods
* service design and co-creation processess and methods.
* test
Aika ja paikka
Spring 2023 online and in Tornio Campus. Changes are possible. Latest info available in Peppi/Tuudo timetable
Zoom 20.2. 14:00-17:00
Zoom 22.2. 14:00-17:00
Zoom 27.2. 14:00-17:00
Zoom 29.2. 14:00-17:00
Zoom 12.3. 14:00-17:00
Zoom 14.3. 14:00-17:00
Campus Days 25.4. 9:00-17:00
Campus Days 26.4. 9:00-15:00
Oppimateriaalit
Learning materials will be available in course Moodle. List of useful literature: https://luc.finna.fi/lapinamk/List/1213924
Opetusmenetelmät
Lessons and guidance in Zoom or Teams.
Workshop and learning project on Campus Days 25.4.2023 and 26.4.2023 in Tornio.
Independent work on assigments.
Exercises on qualitative and quantitative research techniques.
Written assignments.
Group learning project.
Peer feedback for other groups
Self-assessment of group work results and process.
Course feedback.
Tenttien ajankohdat ja uusintamahdollisuudet
Learning projects have one actual submission date.
Late submissions are not accepted and will be graded as failed.
First retry will be 2 months after the actual submission date.
Second retry will be in next semester (week 42 or 10).
Grading in 1 month after submission date at latest.
Kansainvälisyys
This course is offered also for our exchange students.
Sisällön jaksotus
Methods of describing the customer
Customer data and information sources
Quantitative Survey research
Qualitative interview research
Service design methods
Usability testing
Reporting of research findings
Lisätietoja opiskelijoille
Prior knowledge:
Basics of marketing
Knowledge of Customer Experience is useful, but not necessary
Office tools
Arviointiasteikko
H-5
Arviointikriteerit, tyydyttävä (1)
Student recognizes some different sources of customer information. Student knows how to collect data and information using a relevant method. Student knows how to form a simple but relevant customer persona/profile. Student recognizes some key processes and methods of service design and co-creation and their role in business development. Student understands the idea of usability testing and knows some practical testing methods.
Arviointikriteerit, hyvä (3)
Student recognizes some key sources of customer information. Student can collect data and information using a relevant method and assess the reliability of results. Student can use different kinds of information to form a detailed customer persona/profile. Student recognizes the key processes and methods of service design and co-creation and knows how to apply them practically. Student knows the method and process of usability testing and can design a simple usability test.
Arviointikriteerit, kiitettävä (5)
Student recognizes relevant sources of customer information. Student can collect data and information using different methods in reliable way. Student can combine information to gain customer insight to form a customer persona/profile for practical business problem solving. Student can apply service design and co-creation processes and methods in practical business situation. Student can design a simple usability test and knows how to use the results in improving the usability of application or website.
Arviointimenetelmät ja arvioinnin perusteet
Evaluation is based on assignments and demonstrations of compentence. These are based on the competence goals of the course. Descriptions, submission dates and evaluation criteria are available on course Moodle. Group assignments require self-assessment of group results and work process.
Ilmoittautumisaika
03.10.2022 - 19.02.2023
Ajoitus
20.02.2023 - 08.05.2023
Laajuus
5 op
Virtuaaliosuus (op)
5 op
T&K-osuus
2 op
Toteutustapa
Etäopetus
Yksikkö
Tradenomikoulutus, liiketalous T
Toimipiste
Minerva, Kauppakatu 58, Tornio
Opetuskielet
- Englanti
Paikat
10 - 40
Tutkinto-ohjelma
- Liiketalouden koulutus, Tornio
Opettaja
- Mika Saloheimo
Vastuuhenkilö
Mika Saloheimo
Opiskelijaryhmät
-
TA31L21KTradenomikoulutus, liiketalous (monimuoto-opinnot), Tornio, kevät 2021
Tavoitteet
On successful completion of the course, student can recognize different sources of customer information. Student can build a relevant customer persona/profile based on different data and research. Student can utilize quantitative and qualitative methods. Student can combine different kinds of information to gain customer insight. Student understand the role and meaning of service design. Student can utilize the service design and co-creation processess and methods. Student can design a simple usability test.
Sisältö
* relevant customer persona/profile
* quantitative and qualitative methods
* service design and co-creation processess and methods.
* test
Aika ja paikka
Lessons and guidance sessions are during daytime.
Spring 2023 in Tornio Campus.
Oppimateriaalit
Learning materials will be available in course Moodle.
List of useful literature: https://luc.finna.fi/lapinamk/List/1213924
Opetusmenetelmät
Hybrid lessons in class room and Zoom simultaneously.
Guidance sessions in Zoom.
Workshop on Campus Days 27.4.2023 and 28.4.2023 in Tornio.
Independent work on assigments.
Exercises on qualitative and quantitative research techniques.
Written assignments.
Group learning project.
Peer feedback for other groups
Self-assessment of group work results and process.
Course feedback.
Kansainvälisyys
This course is offered also for our exchange students.
Sisällön jaksotus
Methods of describing the customer
Customer data and information sources
Quantitative Survey research
Qualitative interview research
Service design methods
Usability testing
Reporting of research findings
Lisätietoja opiskelijoille
Prior knowledge:
Basics of marketing
Knowledge of Customer Experience is useful, but not necessary
Office tools
Arviointiasteikko
H-5
Arviointikriteerit, tyydyttävä (1)
Student recognizes some different sources of customer information. Student knows how to collect data and information using a relevant method. Student knows how to form a simple but relevant customer persona/profile. Student recognizes some key processes and methods of service design and co-creation and their role in business development. Student understands the idea of usability testing and knows some practical testing methods.
Arviointikriteerit, hyvä (3)
Student recognizes some key sources of customer information. Student can collect data and information using a relevant method and assess the reliability of results. Student can use different kinds of information to form a detailed customer persona/profile. Student recognizes the key processes and methods of service design and co-creation and knows how to apply them practically. Student knows the method and process of usability testing and can design a simple usability test.
Arviointikriteerit, kiitettävä (5)
Student recognizes relevant sources of customer information. Student can collect data and information using different methods in reliable way. Student can combine information to gain customer insight to form a customer persona/profile for practical business problem solving. Student can apply service design and co-creation processes and methods in practical business situation. Student can design a simple usability test and knows how to use the results in improving the usability of application or website.
Arviointimenetelmät ja arvioinnin perusteet
Evaluation is based on assignments and demonstrations of compentence. These are based on the competence goals of the course. Descriptions, submission dates and evaluation criteria are available on course Moodle. Group assignments require self-assessment of group results and work process.