The course takes place in period

  • 1 (2022-08-01 to 2022-10-23)
  • 2 (2022-10-24 to 2022-12-31)

Level/category

Extension studies

Teaching language

English

Type of course

Compulsory

Cycle/level of course

First

Recommended year of study

3

Total number of ECTS

5 cr

Competency aims

Within this study unit we will focus on the
following competencies:

Customer-centric Competence

Fact-based decision making Competence

Communicative and Social Competence

​Learning Competence

SDG's in focus: 4,8,9,12

Learning outcomes

Once you have completed the study unit you will
have..

- learned the basics of design thinking and
service design as well as methodologies and
approaches currently used as best practices in
business environment. (knowledge, skills)
- 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).(attitude,
skill)
- students will learn to think about narrative
structures, and consider products and services in
a larger, experiential context. (attitude, skill)

Course contents

Group work in workshops designed as a service
design process. And individual selfstudies of
ebook and articles.
Contents
- design thinking
- service design
- buyer persona
- customer journey mapping
- storytelling
- scenario development
- prototyping

Prerequisites and co-requisites

Basic business study units need to be completed,
especially marketing + 20 completed from the subject
module.

Additional information

This study unit is the second unit of the module
Digital Transformation. The module is planned to
be taken as a whole 15 credits package. The other
two units are called Strategies in a Digital
Economy and Customer experience Management. THIS
STUDY UNIT IS STUDIED ON CAMPUS (if not restricted
by authorities) and it stretches one week
into Period 2.

Recommended or required reading

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

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

Workload

  • 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 study unit the student should pass the
following examinations:
Book assignments; online quiz, article
assignments
Workshop activity, productions and reflective
dialogue
Reflective article assignments
DETAILED INFORMATION ABOUT EXAMINATION WILL BE
TOLD DURING MANDATORY INTRODUCTION LECTURE.This
study unit is consisting of practical learnings
and dialogues during workshops that will be
assessed.

Teacher

  • Kietz Tove
  • Tigerstedt Christa

Examiner

Kietz Tove

Group size

No limit (31 students enrolled)

Assignments valid until

12 months after course has ended

Course enrolment period

2022-08-10 to 2022-08-25

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
2022-09-22 14:45 - 15:45 B522 Service Design Mandatory participation Kietz Tove
Tigerstedt Christa
2022-10-04 09:15 - 11:45 D4106 Service Design Workshop1:Personas Kietz Tove
2022-10-06 12:15 - 14:45 B320 Service Design Workshop 2: Customer Journeys Kietz Tove
2022-10-10 09:00 - 11:30 B320 Service Design Workshop 3: Ideation and Creativity Tigerstedt Christa
2022-10-13 12:00 - 16:00 F367 Service Design WS 4: Robolab, in 4 smaller groups 1 hour timeslots (sign up in its) Basics in bot whisperingSurvey on bots in service tasks    Biström Dennis
Kietz Tove
Tigerstedt Christa
2022-10-20 12:00 - 14:30 B522 Service Design Workshop 5: Storyboards and Scenarioplanning Kietz Tove
Tigerstedt Christa
2022-10-25 13:00 - 16:00 A409 Service Design Workshop 6: Prototyping Kietz Tove
Tigerstedt Christa
2022-10-27 12:15 - 15:30 B320 Service Design Workshop 7: Group work presentations Kietz Tove
Remes Katja
Tigerstedt Christa

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