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