Study Guide

Learning outcomes

The student is able to
- describe the framework of customer experience
- find reliable information about established methods and tools that are utilised in customer experience management
- choose appropriate methods for describing and developing customer experience

Implementation and methods of teaching

The course is composed of four mandatory sprints (each apr. 2 weeks long) that form the course learning tasks (facilitated process writings); and one mandatory reflective follow-up learning task (facilitated process writing). The last task is assessed by the teacher. The rest are peer assessed using an assessment framework provided by the teacher. There is also self-assessment in the end.
During the course, you are responsible for your own work only - no group work will affect your grade.
You can do the whole course from your couch. - That being said, class participation is very highly recommended based on course feedback from courses held previously in a similar fashion.
The time during classes is half teacher led. The other half is spent discussing the course subjects in small groups (3-5 students), again facilitated by a framework provided by the teacher. The small groups vary during classes.
In between classes, there is preliminary work to be done in preparation for the small group sessions (also part of the facilitated process writing - so mandatory regardless of participation to classes).

Timing and attendance

Not mandatory yet very highly recommended based on course feedback from previous courses held in a similar fashion.

Learning material and recommended literature

All learning contents are accessible on the internet via course platform.

Alternative completion methods

70% virtual)
Facilitated process writing (100% virtual)
Book exam (online) - updated booklist available on request after three classes are held

Working life cooperation

-

Exam retakes

Book exam accessible online after three classes have been held until the end of the semester.

Learning environment

Classroom 30% / virtual 70%
OR virtual 100% (no class participation)

Student time use and work load

classes 7 x 2h 14h
materials 4 x11h 44h
writing 4 x 15h 56h
assesm. 4 x 3h 16h
reflection 1 x 5h 5h
all together 135h

Contents

The student is able to
- describe what constitutes a great customer experience - (the WHAT of the experience management);
- use established principles and tools in creating positive customer experiences (the HOW);
- understand the psychology and makeup of how customer experiences are formed (the WHY);
- make fast improvements in measured customer experiences both economically and efficiently.

Additional information for students: previous knowledge etc.

Initiation course to marketing / similar knowledge acquired.

Assessment criteria

Peer assessment 50%
Self-assessment 30%
Teacher assessment 20% (with Superpowers to raise/lower 2 grades)
Criteria is shown and explained at the beginning of the course (assessment matrix).

Assessment scale

1-5