1258 Intelligent Customer Interaction Design I
Kathrin Bednar, MSc, MSc, BA
Contact details
Weekly hours
Language of instruction
09/09/20 to 10/01/20
Registration via LPIS
Notes to the course
Day Date Time Room
Tuesday 10/06/20 02:00 PM - 06:30 PM Online-Einheit
Thursday 10/22/20 02:00 PM - 06:00 PM Online-Einheit
Thursday 10/29/20 02:00 PM - 06:00 PM Online-Einheit
Thursday 11/05/20 02:00 PM - 06:00 PM Online-Einheit
Thursday 11/12/20 02:00 PM - 06:00 PM Online-Einheit
Monday 11/16/20 04:00 PM - 06:00 PM Online-Einheit
Procedure for the course when limited activity on campus

Rotation mode: The attendance time of the course is divided between two or more student groups, so that the lecturer holds all units, but changing student groups are present in the lecture hall. The contents that cannot be dealt with in attendance are worked on by the students in self-study.

In case of limited activity on campus (WU decision on 15.9.), the first and final session will take place in larger lecture rooms while student groups will rotate in sessions 2-5.
Participation of those students not attending a session in class will be evaluated through their activity in forums.



The core topic of this course is intelligent customer interaction, that is, how to design great customer interaction and experiences.

Students will be introduced to theoretical and practical guidelines and principles for the design and the evaluation of digital products and services with a primary focus on the customer perspective.


Topics covered include:

  • fundamental concepts and theories of human-computer interaction (e.g. usability, user experience, accessibility)
  • the role of stakeholders in the design process and implications for economic success (e.g. human-centered design, agile design, stakeholder identification)
  • relevant aspects and theories from psychology and design science (e.g. human needs, values)
  • techniques for discovering user needs, values, and requirements (e.g. interviews, personas, context scenarios, paper prototyping)
  • ethical theories for assessing the implications and effects of digital products and services (e.g. consequentialism, deontology, virtue ethics)
Learning outcomes

After attending this course, students will

  • understand the importance of good interaction design for successful digital products and services that produce positive human experiences
  • be able to evaluate existing systems and suggest improvements
  • take into account the customer's/user's needs, abilities, expectations etc.
  • be able to reflect on and apply scientific theories and models from psychology, human-computer interaction, and ethics
Attendance requirements

Following attendance is mandatory:

  • attendance in the introductory unit (else you will lose your place in the course)
  • attendance in the final session
  • general attendance of 80%
Teaching/learning method(s)

The course follows principles of active learning through interactive theory presentation and discussion of practical applications.

Students will work on a selected topic in teams, which they present in a session organised by the team. 

Every session includes interactive exercises and examples to make students familiar with the presented theories and approaches.

In the individual assignment, students apply and reflect on the topics presented.


Student performance will be evaluated according to the following criteria:

  • 40% Team presentation
  • 40% Individual assignments
  • 20% Participation

To pass the course, all partial performances have to be successfully completed.

Prerequisites for participation and waiting lists

The places for this course are allocated on the "first-come, first-served" principle during the official registration period. If you are registered for the course, but cannot participate, please cancel your registrations during the registration period, so that your place can be taken by students who want and can participate. The participation in the first unit is mandatory for registered students; students who fail to come forfeit their place to students on the waiting list.

Recommended previous knowledge and skills

You don't need any prior knowledge or programming skills.

We strongly recommend to also register for the subsequent course "Intelligent Customer Interaction Design II“.

Last edited: 2020-07-23