Customer experience and user experience (5 cr)

Objective

You are able to identify and evaluate the importance of customer personas as a basis for developing the customer experience.
You are able to define and evaluate the factors influencing the formation of the customer experience and identify them in practice.
You are able to measure, analyze and improve the customer experience.
You are able to identify and evaluate how user experience can affect to customer experience.

Content

How do the valuations of different customer personas affect the customer experience?
How and from what different factors does the customer experience consist of?
How is the customer experience measured and improved?
How does user experience affect to customer experience?

Evaluation

- You can acquire, process, produce and evaluate information about the customer personas, customer experience and user experience.
- You can improve the company's customer experience and its measurement.

Course material

The study materials are provided by the teacher in class or via the Learn platform.

Study forms and methods

• The course is carried out by way of unscheduled online study. The teacher provides guidance during scheduled online lessons and via the Learn platform.
• Studies are carried out on the Learn platform. Access to the platform opens on the starting day of the course.
• Progress is made by completing assignments individually and in groups.
• The assessed assignments are completed individually and in groups/in pars. The assignments must be submitted by the given deadlines.
• Feedback is provided by different methods, in writing and/or orally. Also, peer feedback can be used.

RDI and work-related cooperation

The assignments are based on the needs of operators in the field.
A project assignment is completed in groups. (Describe in more detail)
Assignments can be completed with reference to tasks given by one’s employer or in connection to developing a product.

Timing of exams and assignments

There is no exam in this course.

Learning assignment return schedules are published on the Learn platform at the start of the study period. All learning assignments must be completed in accordance with the schedule found on the Learn platform in order to obtain an acceptable performance from the course. Assignments returned late are automatically assessed as rejected.

International cooperation

If there is international cooperation in the course, describe it here.

Student workload

• 1 ECTS credits equals 27 hours of work by the student.
• In a 5-credit course, the student's total maximum workload is approximately 135 hours.

Further information

Students who have been accepted for the study course will be transferred to the Learn platform automatically at the start of the study course.

Evaluation scale

1-5

Assessment methods and criteria

The student’s performance is assessed with reference to the learning objectives and assessment criteria of the course. The completion of the course requires all tasks to be completed with a passing grade.