Upon successful completion of this course, the student should be able to understand why and how to create better services by bringing the voice of the customer as part of service development

He/she understands that user experience consists of chain of actions that generate a meaningful and valuable entity from the user’s perspective. This chain can contain different kinds of service moments, contact points and interactions with service providers, user interfaces and other service users
He/she can examine and develop the experience as a whole as well as its parts
He/she can use different methods for mapping the user experience and apply the methods purposefully
He/she understands the importance of making the stakeholders participate in the design process and apply different working ways and methods of participatory design
He/she can transform the problems arising from the user’s experience or other relevant moments into meaningful service solutions and describe the outcome of development in a manner that is communicable to different stakeholders
He/she can validate the plan created in the process and modify it according to the validation results

A student should have passed the course "Introduction to Digital Services" or possess similar skills prior taking this course.

Methods for developing user experience:
- for mapping the user experience
- for analysing the user information
- for utilizing the information in design
- for testing and evaluating the designs

Knows partially the concepts related to user experience and understands the meaning of user experience in service development. Knows the basic principles of designing user experience.

Knows the basic concepts related to user experience, can map the user experience and utilize the findings in designing user experience.

Masters the entity of user experience, can map the entire user experience and skilfully applies the knowledge gained in designing user experiences.

When the implementation type of the course is contact, online or blended it is required that the student is present during those teaching hours that are marked in the study schedule. If you are absent more than 25 %, your grade will be lowered by one. If you are absent more than 50 %, the course is failed.

Connections to business
Real life business cases may be used on the course.

INTERNATIONALITY
International materials and examples may be used on the course