Study Guide

Objectives (course unit)

The course will enable you to develop customer experience using service design methods and tools.

On completion of the course, the student will:
- understand the importance of customer focus and customer experience for the business of the organisation
- knows how different methods are used to deepen customer insight
- knows how to apply the principles and methods of service design to improve the customer experience
- can design and implement a service design project related to customer experience development
- can present the results of a service design project

Content (course unit)

Customer focus
Customer insight
Basics of service design
Developing the customer experience

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

The student understands the general principles of customer focus and the importance of customer experience for an organisation's business and identifies some methods to deepen customer understanding. The student will understand the basics of service design and will participate in the planning, implementation and reporting of a service design project.

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

The student understands the importance of customer focus and customer experience for the organisation's business and is able to choose the appropriate methods to deepen customer insight. The student can apply the principles and methods of service design to improve the customer experience and actively participates in the planning and implementation of a service design project. The student will be an active member of a team and will be able to report well on his/her work.

Assessment criteria, excellent (5) (course unit)

he student understands the importance of customer centricity and customer experience for the organisation's business and is able to recommend the most appropriate methods to deepen customer insight. The student is able to apply service design principles and methods to improve the customer experience and is very active in the planning and implementation of a service design project. The student is highly motivated, takes committed responsibility for his/her own and the team's performance and reporting.

Assessment scale

0-5