Information System and Service Design:
Strategy, Models, and Methods
INFO 290-1, Fall 2008 (MW 2:00-3:30 in 110 South Hall)
Professor Robert Glushko (firstname.lastname@example.org)
Teaching Assistant: Elisa Oreglia (email@example.com)
This course presents an end-to-end view of the design life cycle for information systems and services. It explains how design problems are conceived, researched, analyzed and resolved in different types of organizations and contexts, including start-ups, enterprises with legacy-systems, non-profit and government entities.
The course presents a framework for understanding and integrating the variety of design methods taught in more detail in other iSchool and MOT courses. Using a mix of theory and case studies, the course provides students with different backgrounds a unifying view of the design life cycle, making them more effective and versatile designers and better able to adapt design methods to fit the context.
A team project with six milestone assignments will give students an end-to-end design experience in one of three emerging contexts: multichannel services, "smart" information chains, or composite applications.
Required Text: Carl Kessler & John Sweitzer, Outside-in Software Development, IBM Press, 2008.
1. COURSE INTRODUCTION (8/27)
Assignment 0 (Ungraded)
- "Design experience self-assessment" -- due 8/29
2. DESIGN CONTEXTS AND CHALLENGES (9/3)
- John Ward, “Design challenges in multichannel services,” UC Berkeley School of Information unpublished manuscript, May 2008.
- Jill Blue Lin, “An Analysis of Graceful Degradation as a Design Method for Multi-Platform User Interfaces,” UC Berkeley School of Information unpublished manuscript, November 2007.
- Silvana Trimi & Hong Sheng, “Emerging trends in M-government,” Communications of the ACM, May 2008. http://doi.acm.org/10.1145/1342327.1342338
- Sean McGrath & Conor O’Reilly, “A service-oriented approach to e-government architecture,” Proceedings of XML Europe 2004. http://www.idealliance.org/papers/dx_xmle04/papers/02-06-04/02-06-04.html
- Glen Allmendinger and Ralph Lombreglia, “Four strategies for the age of smart services,” Harvard Business Review, October 2005.
- Jesus Bisbal, Deirdre Lawless, Bing Wu, and Jane Grimson, “Legacy information systems: Issues and directions,” IEEE Software, September-October 1999. DOI:
- "Design context and stakeholder goals" -- due 9/15
3. “OUTSIDE-IN” OR CUSTOMER-CENTRIC DESIGN (9/8)
- Carl Kessler & John Sweitzer, Preface and Chapter 1, Outside-in Software Development, IBM Press, 2008.
- Melody Badgett, Maureen Boyce, & Herb Kleinberger, “Turning shoppers into advocates: The customer focused retail enterprise,” IBM Global Business Services, 2006. http://www-935.ibm.com/services/us/gbs/bus/pdf/g510-6554-03-shoppers-advocates.pdf
- Hugh Dubberly & Shelley Evenson, “The experience cycle,” Interactions, May-June 2008
4. STAKEHOLDERS (9/10)
- Carl Kessler & John Sweitzer, Chapter 2 – Understanding your stakeholders, Outside-in Software
Development, IBM Press, 2008.
- Janice Rohn, “How to organizationally embed UX in your company,” Interactions, May-June 2007.http://doi.acm.org/10.1145/1242421.1242440
5. ORGANIZATIONAL CONTEXT (9/15)
- Carl Kessler & John Sweitzer, Chapter 3 – Understanding organizational context, Outside-in
Software Development, IBM Press, 2008.
- James Lentz & Terry Bleizeffer, “IT ecosystems: Evolved complexity and unintelligent design,” ACM CHIMIT 2007 http://doi.acm.org/10.1145/1234772.1234780
- Fred Brooks, “No silver bullet: Essence and accidents of software,”
Computer Magazine, April 1987. http://www.virtualschool.edu/mon/SoftwareEngineering/BrooksNoSilverBullet.html
- Colin Potts, “Invented requirements and imagined customers: Requirements engineering for off-the-shelf software,” Second IEEE International Symposium on Requirements Engineering (RE'95), 1995. http://doi.ieeecomputersociety.org/10.1109/ISRE.1995.512553
6. MODELS OF THE DESIGN PROCESS (9/17)
- Martin Fowler, “ Enterprise transforming projects that don’t kill the enterprise,” http://martinfowler.com/articles/enterpriseTransformation.html
- Hugh Beyer, Karen Holtzblatt, and Lisa Baker, “An agile customer-centered method: Rapid contextual design,” XP/Agile Universe 2004, 2004. http://www.incontextdesign.com/resource/pdf/XPUniverse2004.pdf
- Mark Ominsky, Kenneth Stern, & James Rudd. “User-Centered Design at IBM Consulting”, International Journal of Human-Computer Interaction, 2002. http://dx.doi.org/10.1207/S15327590IJHC143&4_05
7. REQUIREMENTS (9/22 )
- "Requirements and use cases" -- due 10/1
8. USE CASES (9/24)
9. ETHNOGRAPHIC TECHNIQUES FOR EXPERIENCE DESIGN (9/29)
- Sara Corbett, “Can the cell phone end global poverty,” New
York Times, 13 April 2008.
- Brigitte Jordan and Brinda Dalal, “Persuasive encounters: Ethnography in the corporation,”
Field Methods, 2006 DOI:
- David Siegel & Susan Dray, “Avoiding the next schism: Ethnography and
March-April 2005. http://doi.acm.org/10.1145/1052438.1052469
- Donald Norman, “Workarounds and hacks: The leading edge of
10. PERSONAS (10/1)
- John Pruitt & Jonathan Grudin, “Personas: Practice and theory,”
Proceedings of the 2003 conference on Designing for user experiences. http://doi.acm.org/10.1145/997078.997089
- Elaine Brechin, “Reconciling market segments and personas,” 1 March 2002. http://www.cooper.com/journal/2002/03/reconciling_market_segments_an.html
- Donald Norman, “Ad hoc personas and empathetic focus,” 16 November 2004. http://www.jnd.org/dn.mss/personas_empath.html
- Jennifer McGinn & Nalini Kotamraju, “Data-driven persona development, ”
Proceeding of the twenty-sixth annual SIGCHI conference on Human factors in computing systems. http://doi.acm.org/10.1145/1357054.1357292
- Gottfried Zimmerman & Gregg Vanderheiden, “Creating accessible applications with RUP,” IBM
Developer Works, 15 July 2005. http://www.ibm.com/developerworks/rational/library/jul05/zimmerman/index.html
11. SCENARIOS AND STORIES (10/6)
- Dan Gruen, Thyra Rauch, Thyra, Sarah Redpath, Sarah & Stefan Ruettinger. “The Use of Stories in User Experience Design”, International Journal of Human-Computer Interaction, 2002. http://dx.doi.org/10.1207/S15327590IJHC143&4_13
12. CUSTOMER MODELING (10/8)
- Rohit Verma, Gerhard Plaschka and Jordan J. Louviere, “Understanding
customer choices: A key to successful management of hospitality services,”
Cornell Hospitality Quarterly,
2002. DOI: 10.1177/0010880402436001
- Jane Fountain, “Paradoxes of public sector customer service,” Governance, 2001. DOI:
- Brigitte DiFerdinando, Eric Lesser, & Tomer Amit, “Taking information into your own hands,” IBM Business Consulting Services, 2004.
13. PROCESS MODELING FOR EXPERIENCE DESIGN (10/13)
- Mary Jo Bitner, Amy Ostrom, & Felicia Morgan, “Service blueprinting: A practical technique for service innovation.” California Management Review, Spring 2008.
- Chris Voss & Leonieke Zomerdijk, “Innovation in Experiential Services: An empirical view” (pages 97-113) , DTI (ed). Innovation in Services, 2007. http://www.dti.gov.uk/files/file39965.pdf
- "Interaction models: blueprints or sequence diagram" -- due 10/22
14. ETHNOGRAPHIC TECHNIQUES FOR INFORMATION SYSTEM DESIGN (10/15)
- Robert J. Glushko & Tim McGrath, Document Engineering, Chapter 11, "Analyzing documents, " 2005.
- Benson P. Shapiro, V. Kasturi Rangan & John J. Sviokla, “Staple yourself to an order,” Harvard Business Review, July-August 1992.
- Megan Finn, Elisa Oreglia, Nick Rabinowitz, & John Ward, “Situation
reports at OCHA” UC Berkeley School of Information unpublished manuscript,
15. PROCESS MODELING FOR INFORMATION SYSTEM DESIGN (10/20)
16. DESIGN PATTERNS FOR INFORMATION SYSTEMS (10/22)
17. TAKE HOME MIDTERM EXAM – NO LECTURE (10/27)
18. DESIGN PATTERNS FOR SERVICE EXPERIENCES (10/29)
- Frances Frei, “Breaking the Trade-Off Between Efficiency and Service, Harvard Business Review. Nov. 2006.
- Brenda Dietrich & Terry Harrison "Serving the Services" OR/MS Today, June 2006.
- J. L. Heskett, T. O. Jones, G. W. Loverman, W. E. Sasser Jr., & L. A. Schlesinger, “Putting the Service-Profit Chain to Work.” Harvard Business Review. 1994.
19. COMPONENT AND COMPOSITE SERVICES (11/3)
- L. Cherbakov, G. Galambos, R. Harishankar, S. Kalyana, and G. Rackham
"Impact of service orientation at the business level" IBM
Systems Journal 44(4) 2005 http://www.research.ibm.com/journal/sj/444/cherbakov.pdf
- Ulrich Homann, Michael Rill, and Andreas Wimmer “Flexible Value Structures in Banking,” Communications of the ACM, May 2004.
- Robert Schneider, “SOA and composite applications,”SearchSOA.com,
20. SITUATIONAL APPLICATIONS AND MASHUPS (11/5)
- L. Cherbakov, A. Bravery, B. D. Goodman, A. Pandya, & J. Baggett, “Changing the corporate IT development model: Tapping the power of grassroots computing,” IBM Systems
Journal, 2007. http://www.research.ibm.com/journal/sj/464/cherbakov.pdf
- L.Cherbakov, A. Bravery, & A. Pandya, “SOA meets situational applications, part 1: Changing computing in the enterprise,”
IBM Developer Works, 23 August 2007. http://www.ibm.com/developerworks/webservices/library/ws-soa-si
21. ITERATION  (11/10)
- Carl Kessler & John Sweitzer, Chapter 5 – Aligning with stakeholder goals, Outside-in Software
Development, IBM Press, 2008.
22. ITERATION  (11/12)
- Richard Fairley & Mary Willshire, “Iterative rework: The good, the bad, and the ugly” Computer,
2005. DOI: 10.1109/MC.2005.303
- Katrina Rhoads Lindholm, "The User Experience of Software-as-a-Service
Applications" (March 2, 2007). School of Information Paper 2007-005. http://repositories.cdlib.org/ischool/2007-005
- Steven D. Eppinger, Daniel E. Whitney, Robert P. Smith & David A. Gebala, “A Model-Based Method for Organizing Tasks in Product Development” Research in Engineering Design
23. PROTOTYPING (11/17)
- Youn-Kyung Lim, Erik Stolterman, & Josh Tenenberg, “The anatomy of prototypes:
Prototypes as filters, prototypes as manifestations of design ideas,”
ACM Transactions on Computer-Human Interaction (TOCHI), July 2008. http://doi.acm.org/10.1145/1375761.1375762
- Lars Holmquist, “Prototyping: Generating ideas or cargo cult designs, Interactions, March/April 2005. http://doi.acm.org/10.1145/1052438.1052465
- Michael Schrage, “Never go to a client meeting without a prototype,” IEEE Software, March 2004. DOI: 10.1109/MS.2004.1270760
- Design Ideas (Individual Work) -- due 11/26
24. QUALITY / USABILITY / EXPERIENCE MEASUREMENT & MANAGEMENT  (11/19)
- Carl Kessler & John Sweitzer, “Chapter 4 – making products consumable”, Outside-in Software Development, IBM Press, 2008.
- Andreas Holzinger, “Usability engineering methods for software developers” (pages 71-74) Communications of the ACM, January 2005. http://portal.acm.org/citation.cfm?doid=3D1039539.1039541
- Eelke Folmer & Jan Bosch, “Architecting for usability: A survey”
Journal of Systems and Software, February 2004. DOI: 10.1016/S0164-1212(02)00159-0
- Natalia Juristo, Ana M. Moreno, & Maria-Isabel Sanchez-Segura, “Analysing the impact of usability on software design” Journal of Systems and Software,
September 2007. DOI: 10.1016/j.jss.2007.01.006
25. QUALITY / USABILITY / EXPERIENCE MEASUREMENT & MANAGEMENT  (11/24)
- Carl Kessler & John Sweitzer, “Chapter 6 – Designing success in
your stakeholder’s terms”, Outside-in Software Development, IBM Press, 2008.
- Joseph Valacich, D. Veena Parboteeah, & John D. Wells, “The online consumer’s hierarchy of needs” (pages 84-90) Communications of the ACM,
September 2007. http://portal.acm.org/citation.cfm?id=3D1284624
- Matthew L. Meuter, Amy L. Ostrom, Robert I. Roundtree, & Mary
Jo Bitner, “Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters” (pages 50-64) Journal of Marketing, July 2000.
- Andrew N. Hiles, “Service level agreements: Panacea or pain?” The TQM Magazine,1994. DOI: 10.1108/09544789410053966
26. LECTURE CANCELLED (11/26)
27. PERSONALIZATION AND CUSTOMIZATION (12/1)
- D. Adomavicius & A. Tuzhulin “Personalization technologies: A process-oriented perspective” Communications of the ACM, October 2005.
- Lorrie Faith Cranor, “I didn’t buy it for myself: Privacy and ecommerce personalization” in Clare-Marie Karat, Jan O. Blom, and John Karat (ed.), Designing Personalized User Experiences in eCommerce. Kluwer Academic Publishers, 2004.
- Juha Tiihonen, Mikko Heiskala, Kaija-Stiina Paloheimo, & Andreas Anderson, “Applying the configuration paradigm to mass-customize contract based services” The World
Conference on Mass Customization & Personalization (MCPC), 2007
28. CRM & CUSTOMER SEGMENTATION (#12/3)
29. PRODUCT MANAGEMENT (12/8)
- Luke Hohmann, “The difference between marketechure and tarchitecture, ”
IEEE Software, July/August 2003.http://doi.ieeecomputersociety.org/10.1109/MS.2003.1207454
- David Messerschmidt & Clemens Szyperski, “Marketplace issues in
software planning and design,” IEEE Software, May/June 2004.
- G. Birk, I. Heller, K. John, T. Schmid, & K. Muller, “Product line engineering:
The state of the practice,” IEEE Software, Nov/Dec 2003. http://doi.ieeecomputersociety.org/10.1109/MS.2003.1241367
- Ilan Oshri, Sue Newell, & Shan L. Pan, “Component reuse strategy in
complex products environments,” Communications
of the ACM, December 2007. http://doi.acm.org/10.1145/1323688.1323696
30. COURSE WRAP-UP; PROJECT PRESENTATIONS (12/10)