Customer-orientation in digital service designLaajuus (5 cr)

Objective

You are able to structure and assess the current state and future needs of e-services of the population of an area.
You are able to consider and evaluate the service needs of different customer groups when designing e-services.
You know how to design customer-oriented and customer-generating e-services taking into account the requirements of interaction and communication as well as visuality and support needs.
You know how to use e-services as a tool for group and individual counselling.

Content

How do you structure and assess the current state and future needs of e-services?
How to assess and take into account the accessibility of different customer groups (such as cognitive, physical, affective, mental, social and behavioral characteristics) in the desing of e-services?
What is customer value? How are customer-oriented electronic services designed for different methods of interaction, communication, visuals and technical support needs?
What electronic tools can be used in group and individual counselling? What issues should be considered in e-counselling?

Evaluation

Students can:
a. find, study, produce and evaluate critically multidisciplinary data in their field of expertise.
b. solve demanding problems in research, development and innovation.
d. be responsible for operations and develop them independently.
g. communicate proficiently and systematically in their spoken and written native language and in one foreign language.