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

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

- 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,
- 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.
- 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

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
by authorities) and it stretches one week
into Period 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 study unit the student should pass the
following examinations:
Book assignments; online quiz, article
Workshop activity, productions and reflective
Reflective article assignments
study unit is consisting of practical learnings
and dialogues during workshops that will be


  • 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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