Module 3 – Customer

Customer orientation means that the service is specifically created to meet the customer’s needs. The service solves the customer’s problem and offers an answer to their wishes. Therefore, we need to know who our customers are, what they need and want. 

In this module, you learn about customer insight, how to describe the target customers and their journey in our service process.


  1. Customer insight
  2. Segmentation – customer persona
  3. Customer journey