Upon completion of the course, the student is able to:
* Identify and explain experience management value creation approaches;
* Assess companies' experience management efforts;
* Elaborate on the imagineering as complexity-inspired approach for transformative experience design and management;

* Experience management value creation approaches
* Developing and managing experiences models
* Imagineering experiences process
* Experience quality and authenticity
* Managing seamless guest journeys and experience Analytics
* Managing complex host-guest interactions
* Dealing with service failure and complex host-guest interaction

The learning style of this course can be reached in following ways:
1. Lectures and related assignments
2. Group work on given project
3. Independent work
4. Active participation in discussions .
If you already know the contents of this course, you can show your skills. Ask the teacher of the course for more information. For more information on identifying competencies: https://www.haaga-helia.fi/fi/osaamisen-tunnistaminen-ja-work-study

All materials will be provided in Moodle.

This course is for all aspiring managers of experiences. During the course you will learn to develop imaginative, authentic and above all seamless customer journeys. You will be given ideas for managing complex host-guest interactions and in particular proactively deal with difficult customer encounters and situations when things go wrong.

In this course learning activities include a global perspective and internationally recognized resources and concepts are applied.

No previous studies are needed and no binding connections to other courses. This course is part of EXPER path studies.

The student can sufficiently distinguish experience management value creation approaches. The student can sufficiently develop and manage experience models. Student can sufficiently explain Imagineering experiences process. Student can sufficiently assess experience quality and authenticity. Student can sufficiently manage seamless guest journeys and experience analytics. Student can sufficiently manage complex host-guest interactions. Student can sufficiently identify service failure and complex host-guest interaction.

The student can distinguish experience management value creation approaches. The student can develop and manage experience models. Student can explain Imagineering experiences process. Student can assess experience quality and authenticity. Student can manage seamless guest journeys and experience analytics. Student can manage complex host-guest interactions. Student can identify service failure and complex host-guest interaction.

The student can distinguish well the experience management value creation approaches. The student can develop, assess and manage experience models well. Student can explain and plan Imagineering experiences process. Student can assess well experience quality and authenticity. Student can well manage seamless guest journeys and experience analytics. Student can identify and manage well complex host-guest interactions. Student can diagnose and improve service failure and complex host-guest interaction.

The course is evaluated on a scale (0-5):
excellent (5), very good (4), good (3), satisfactory (2), fair (1), fail (0).
The assessment criteria is presented on a scale 1 - 3 - 5.