Customer-oriented Digital Services and Customer Experience Development (5 cr)

Objectives (course unit)

Student
- understand the impact of digitalisation on business strategy and key processes
- is able to develop customer-oriented operations through digitalisation
- know the key enabling technologies driving digitalisation and understand the potential of digitalisation to improve products
- knows the steps of the requirements definition process for digital services and knows the most common methods of requirement analysis

Content (course unit)

- digitalization concepts, the challenges of digitalization and cybersecurity aspects
- the impact of technology on the decision-making
- customer experience development technologies
- personalization and automation of services
- software life cycle stages: requirement analysis, system design, software design, implementation, testing, deployment and maintenance

Assessment criteria, satisfactory (1-2) (course unit)

The student
- can identify and define phenomena and basic concepts related to digital services and customer experience
- knows different technologies which influence customer experience development
- examines and evaluates digital solutions affecting customer experience from its own perspective

Assessment criteria, good (3-4) (course unit)

The student
- can structure phenomena and concepts which are related to the digital customer experience and the relationship between them.
- can choose the most suitable technology from different options and can justify its choice.
- identify the effects of the technology on the decision-making

Assessment criteria, excellent (5) (course unit)

The student
-combines the digitalisation and the technologies of the customer experience to professional contexts.
- analyzes and estimates the different technological solution alternatives of the developing of the customer experience.
- understands the effect of the technology in the decision-making of the company

Location and time

Opintojakso alkaa 19.8.2021 klo 16.30 etäopetuksena (https://tuni.zoom.us/j/62032073007?pwd=UEI1T3NrMmJSUTN1KzNOME8yakN5Zz09)

Exam schedules

Kurssilla ei ole tenttiä.

Evaluation methods and criteria

Yksilötehtävät
Ryhmätyöt
Läsnäolo kokoontumisissa

Arviointikriteerit opintojakson tietojen mukaiset.

Assessment scale

0-5

Teaching methods

Luennot
Keskustelut
Verkkotyöskentely
Tiimityöskentely

Learning materials

Marko Filenius: Digitaalinen asiakaskokemus : menesty monikanavaisessa liiketoiminnassa. Docendo Oy 2015. Saatavana e-kirjana, etsi Andorista.
Larry Keeley, Helen Walters, Ryan Pikkel, Brian Quinn, and Brian Quinn: Ten Types of Innovation : The Discipline of Building Breakthroughs. John Wiley & Sons, Incorporated 2013. Saatavana e-kirjana, etsi Andorista.

Moodlessa oleva materiaali.

Student workload

Opintopisteiden mukainen laajuus.

Completion alternatives

Sovittava erikseen kurssin opettajan kanssa.

Practical training and working life cooperation

-

International connections

-

Further information

Kurssilla toteutetaan digitaalinen palvelu ketterää kehitysmenetelmää käyttäen yhdessä kurssin 5G00DM09-3001 Software Projects opiskelijoiden kanssa. Tämä vaikuttaa kurssin tapaamisten aikatauluihin, jotka sovitaan kurssin alkuvaiheessa.