The course takes place in period

  • 3 (2020-01-01 to 2020-03-22)
  • 4 (2020-03-23 to 2020-07-31)


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 thinking
- Understand the fundamental concepts of
service design
- Understand the importance of a
customer experience
- Understand the concepts of scenario
development and storytelling
- Understand methods for customer journey
mapping, ideation, prototyping and testing

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

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.

Due to the exceptional situation created by the
Coronavirus and the closing of the University,
the course has been altered in the following way:
the rest of the course is done online SEE

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 - 10 hours
  • Excursions and demonstrations - 10 hours
  • Practical exercises - 50 hours
  • Project- and production work/artistic activities - 40 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
Workshop productions
Reflective assignments


  • Kietz Tove
  • Tigerstedt Christa


Kietz Tove

Group size

No limit (30 students enrolled)

Assignments valid until

12 months after course has ended

Course enrolment period

2019-12-24 to 2020-03-08

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
2020-03-09 08:30 - 12:30 B320 Service design Kietz Tove
Tigerstedt Christa
2020-03-11 12:45 - 15:45 D4107-08 Service design Kietz Tove
Tigerstedt Christa
2020-03-23 09:15 - 12:15 Service design Starting in Zoom at 9.15: Kietz Tove
Tigerstedt Christa
2020-03-24 09:15 - 12:15 Service design is inviting you to a scheduled Zoom meeting. Topic: Service Design workshop Storyboards Time: Mar 24, 2020 09:15 AM Kiev Join Zoom Meeting Kietz Tove
Tigerstedt Christa
2020-03-30 09:15 - 12:15 Service design Join Zoom Meeting Kietz Tove
Tigerstedt Christa
2020-04-01 13:00 - 16:00 Service design Join Zoom Meeting Kietz Tove
Tigerstedt Christa
2020-04-06 10:00 - 12:00 Service design Presentations of Prototypes in Zoom. Link will be provided here and in itslearning. Forsström Mikael
Kietz Tove
Tigerstedt Christa

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