The course takes place in period

  • 1 (2021-08-01 to 2021-10-24)
  • 2 (2021-10-25 to 2021-12-31)


Extension studies

Teaching language


Type of course


Cycle/level of course


Recommended year of study


Total number of ECTS

5 cr

Competency aims

The aim of the course is that students will learn
the basics of design thinking and service design
as well as methodologies and approaches currently
used as best practices in business environment.
Students will know how to think about the
behavioural touchpoints a user may have within a
company, and how those touchpoints can be better
designed to support a more comprehensive and
purposeful customer experience (business value).
The aim is also that students will learn to think
about narrative structures, and consider products
and services in a larger, experiential context.

Learning outcomes

After the completion of the course, students:

  • Understand the fundamental concepts of design
  • Understand the fundamental concepts of service
  • Understand the importance of a customer
    experience, Personas and Customer journey mapping
  • Understand the concepts of Scenario development
    and storytelling
  • Understand the concept of Prototyping

Course contents

  • design thinking
  • service design
  • buyer persona
  • customer journey mapping
  • storytelling
  • scenario development
  • prototyping

Prerequisites and co-requisites

Basic business courses need to be completed,
especially marketing + 20 completed from the subject

Additional information

This course is the second course of the module
Digital Transformation. The module is planned to
be taken as a whole 15 credits package. The other
two courses are called Strategies in a Digital
Economy and Customer experience Management. THIS
COURSE IS STUDIED ON CAMPUS (if not restricted by
authorities) and the course starts 12.10. and ends
23.11. so it stretches over Period 1 and 2.

Recommended or required reading

This is Service Design Thinking : Basics-Tools-
Stickdorn, Marc ; Schneider, Jakob
BIS Publishers 2012. 1st ed
Ebook Central Yrkeshögskolan Arcada - Arcada

Material in itslearning

Various blogs, websites and handbooks on the web

Study activities

  • Lectures - 20 hours
  • Excursions and demonstrations - 10 hours
  • Practical exercises - 30 hours
  • Project- and production work/artistic activities - 15 hours
  • Individual studies - 35 hours
  • Internet-based studies - 25 hours


  • Total workload of the course: 135 hours
  • Of which autonomous studies: 135 hours
  • Of which scheduled studies: 0 hours

Mode of Delivery

Participation in tuition

Assessment methods

  • Exams (written-, oral-, home-)
  • Essays, reports, productions and portfolio

Assessment requirements

To pass the course the student should pass the
following examinations:
Course book assignments; online quizz, article
Workshop activity, productions and reflective
Reflective article assignments
course is consisting of practical learnings and
dialogues during workshops that will be assessed.


  • Kietz Tove
  • Tigerstedt Christa


Kietz Tove

Group size

No limit (41 students enrolled)

Assignments valid until

12 months after course has ended

Course enrolment period

2021-08-09 to 2021-08-29

Assessment methods

  • Date of examination will be announced later - Exams
  • Date will be announced later - Reports and productions
Room reservations
Date Time Room Title Description Organizer
2021-10-12 09:15 - 11:45 D4110 Service Design Workshop 1: Introduction and examination The Zoomlink is only for those staying home due to illness etc. Meeting ID: 636 2606 4801 Passcode: 340813 Kietz Tove
Tigerstedt Christa
2021-10-14 13:00 - 15:30 D4107-08 Service Design Meeting ID: 696 6445 3753 Passcode: 077449 Kietz Tove
2021-10-18 13:00 - 15:30 B522 Service Design Tove Kietz is inviting you to a scheduled Zoom meeting.   Join Zoom Meeting   Meeting ID: 648 8863 4275 Passcode: 389620 One tap mobile +496971049922,,64888634275# Germany +496938079883,,64888634275# Germany   Dial by your location         +49 69 7104 9922 Germany         +49 69 3807 9883 Germany         +49 69 3807 9884 Germany         +49 69 5050 0951 Germany         +49 69 5050 0952 Germany         +49 695 050 2596 Germany Meeting ID: 648 8863 4275 Find your local number:   Join by SIP 64888634275@ 64888634275@   Join by H.323 Meeting ID: 648 8863 4275 Passcode: 389620   Kietz Tove
2021-10-21 13:00 - 15:30 D4109 Service Design 3. Creativity ws with a session (and guest, 13-13.40 approx) on use cases in the service sector for inspiration.  Creativity exercise related to your  ASL case to be handed in after session.   The session is on campus, but we have a Zoom link as well. (Guest session in Zoom, from Denmark) Join Zoom Meeting Biström Dennis
Tigerstedt Christa
2021-11-03 14:00 - 16:00 F367 Service Design Robot Workshop. Sign up required, in its. We work in smaller groups. Biström Dennis
Edgren Johannes
Espinosa Leal Leonardo
Kietz Tove
Kuvaja-Adolfsson Kristoffer
Majd Amin
Penttinen Johan
Tigerstedt Christa
2021-11-04 14:00 - 16:00 F367 Service Design Robot Workshop. Sign up in its required. We work in smaller groups. Biström Dennis
Edgren Johannes
Espinosa Leal Leonardo
Kietz Tove
Kuvaja-Adolfsson Kristoffer
Majd Amin
Penttinen Johan
Tigerstedt Christa
2021-11-05 09:00 - 11:30 D4107-08 Service Design Meeting ID: 644 7734 6205 Kietz Tove
2021-11-09 09:15 - 11:45 Service Design Kietz Tove
2021-11-16 09:00 - 12:00 D4107-08 Service Design Meeting ID: 617 0361 3066 Passcode: 902085 Kietz Tove
Tigerstedt Christa
2021-11-23 09:00 - 11:45 D4107-08 Service Design Meeting ID: 693 2976 1892 Forsström Mikael
Kietz Tove
Tigerstedt Christa

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