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

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

Content (course unit)

- digitalization concepts, the challenges of digitalization and cybersecurity aspects
- the impact of technology on the decision-making
- customer experience development
- 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

Exam schedules

Kurssilla ei ole tenttiä.

Assessment methods and criteria

Yksilötehtävät
Ryhmätyöt
Läsnäolo kokoontumisissa

Arviointikriteerit opintojakson tietojen mukaiset.

Assessment scale

0-5

Teaching methods

Opintojakso suoritetaan verkko-opiskeluna.

Opintojakso alkaa avauswebinaarilla, jossa käydään läpi opintojakson perustiedot ja suoritusvaatimukset sekä johdatellaan aiheen pariin. Avauswebinaari tallennetaan ja se on katsottavissa jälkeenpäin Moodlessa. Osallistuminen avauswebinaariin on kuitenkin suositeltavaa.

Opintojakson Moodle aukeaa aloituswebinaariin mennessä. Osakokonaisuudet avautuvat Moodleen kurssin edetessä.

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.

Student workload

Webinaarit, kontaktiopetukset, harjoitukset ja kirjallisuuteen tutustuminen sekä muut tehtävät = yhteensä 135 h = 5 op

Completion alternatives

Sovittava erikseen kurssin opettajan kanssa.