Designing higher education centered service portfolio for a consulting agency : LxLab by Qualitas
Barath, Reka (2018)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018060312155
https://urn.fi/URN:NBN:fi:amk-2018060312155
Tiivistelmä
The purpose of this thesis is to understand students’ and teachers’ experiences in higher education in Hungary, and integrate these insights into the design and development of an innovative service portfolio of “Learning Experience Lab” to support the development of higher education learning and teaching. The LxLab development project is the creation of a new service portfolio for Qualitas, positioned in the market as LxLab by Qualitas.
The central concepts of this thesis are blue ocean strategy, customer-dominant logic and learning experience design. Blue ocean strategy is a value co-creation strategy to innovate in the market with the development of new services responding to uncovered needs. Customer-dominant logic is a customer-centric business logic, which emphasizes the importance of value formation and the emergence of this value through customers’ experiences and behavior. Learning experience design enables the learner to achieve the desired learning outcome in a human-centered and goal oriented way.
Qualitative and quantitative research, including survey, interviews with teachers and co-creation workshops with students as well as teachers, are applied to understand the current learning experiences of students involving all stakeholders. The findings are presented through students’ learning experiences and teachers’ teaching experiences supported by student and teacher personas, student and teacher journey in a semester, and a gap analysis between their living experiences and the level of importance of this experience for them in each touchpoint.
The union of perspectives from blue ocean strategy, customer-dominant logic and learning experience design aims to shift the way of generating experiences for their students. The findings of the development project have been applied in the design of the final LxLab service portfolio launched in 2017. The development process and techniques can similarly be used to support the design of student-centered learning experiences and the development of collaboration between academic professionals and the stakeholders from the labor market too.
The central concepts of this thesis are blue ocean strategy, customer-dominant logic and learning experience design. Blue ocean strategy is a value co-creation strategy to innovate in the market with the development of new services responding to uncovered needs. Customer-dominant logic is a customer-centric business logic, which emphasizes the importance of value formation and the emergence of this value through customers’ experiences and behavior. Learning experience design enables the learner to achieve the desired learning outcome in a human-centered and goal oriented way.
Qualitative and quantitative research, including survey, interviews with teachers and co-creation workshops with students as well as teachers, are applied to understand the current learning experiences of students involving all stakeholders. The findings are presented through students’ learning experiences and teachers’ teaching experiences supported by student and teacher personas, student and teacher journey in a semester, and a gap analysis between their living experiences and the level of importance of this experience for them in each touchpoint.
The union of perspectives from blue ocean strategy, customer-dominant logic and learning experience design aims to shift the way of generating experiences for their students. The findings of the development project have been applied in the design of the final LxLab service portfolio launched in 2017. The development process and techniques can similarly be used to support the design of student-centered learning experiences and the development of collaboration between academic professionals and the stakeholders from the labor market too.