Siirry suoraan sisältöön

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
  • TA31L23K
    Tradenomikoulutus, 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
  • TA31L22K
    Tradenomikoulutus, 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
  • TA31L21K
    Tradenomikoulutus, 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.