Training area: Service Design
Service Design Online materials for self-studying (PowerPoint & hyperlinks). Assignments to be carried out independently.
Service design is a user-centred approach, with a focus on the end-user, i.e. the customer. The course introduces some of the key service design methodologies. The particular emphasis will be placed on qualitative data collection, as qualitative methods provide more in-depth information about customers than, for example, questionnaires.
General descriptions of basic concepts: Service Design, Service Ecology, Customer Journey, Service Touchpoints, Front Office / Frontstage, Line of Interaction, Line of Visibility, Back Office, Backstage, Service Blueprint
* is aware of the principles of service * understands the importance of qualitative methods in the tourism productization
* is able to look for more information about the service design connected to the tourism industry
Customer Journey – Online materials for self-studying (PowerPoint & hyperlinks). Assignments to be carried out independently.
Customer journey illustrates how the customer perceives and experiences the service interface along the time axis. It also considers the phases before and after actual interaction with the service. The customer journey serves as the umbrella under which the service can be explored, developed, and systematised.
Customer journey – a general description
Service moments and touchpoints
* is aware of the steps of the customer journey
* is able to create a customer journey and knows its elements
Created by: Karelia University of Applied Sciences/ Principal Lecturer, Dr. Tarja Kupiainen. Training area: Productization, entrepreneurial skills.