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 (glushko@ischool.berkeley.edu)
Teaching Assistant: Elisa Oreglia (elisa@ischool.berkeley.edu)

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)

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Assignment 0 (Ungraded)


2. DESIGN CONTEXTS AND CHALLENGES (9/3)

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Assignment 1


3. “OUTSIDE-IN” OR CUSTOMER-CENTRIC DESIGN (9/8)

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4. STAKEHOLDERS (9/10)

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5. ORGANIZATIONAL CONTEXT (9/15)

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6. MODELS OF THE DESIGN PROCESS (9/17)

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7. REQUIREMENTS (9/22 )

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Assignment 2


8. USE CASES (9/24)

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9. ETHNOGRAPHIC TECHNIQUES FOR EXPERIENCE DESIGN (9/29)

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10. PERSONAS (10/1)

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11. SCENARIOS AND STORIES (10/6)

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12. CUSTOMER MODELING (10/8)

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13. PROCESS MODELING FOR EXPERIENCE DESIGN (10/13)

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Assignment 3


14. ETHNOGRAPHIC TECHNIQUES FOR INFORMATION SYSTEM DESIGN (10/15)

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15. PROCESS MODELING FOR INFORMATION SYSTEM DESIGN (10/20)

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16. DESIGN PATTERNS FOR INFORMATION SYSTEMS (10/22)

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17. TAKE HOME MIDTERM EXAM – NO LECTURE (10/27)


18. DESIGN PATTERNS FOR SERVICE EXPERIENCES (10/29)

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19. COMPONENT AND COMPOSITE SERVICES (11/3)

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20. SITUATIONAL APPLICATIONS AND MASHUPS (11/5)

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21. ITERATION [1] (11/10)

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22. ITERATION [2] (11/12)

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23. PROTOTYPING (11/17)

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Assignment 5


24. QUALITY / USABILITY / EXPERIENCE MEASUREMENT & MANAGEMENT [1] (11/19)

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25. QUALITY / USABILITY / EXPERIENCE MEASUREMENT & MANAGEMENT [2] (11/24)

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26. LECTURE CANCELLED (11/26)


27. PERSONALIZATION AND CUSTOMIZATION (12/1)

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28. CRM & CUSTOMER SEGMENTATION (#12/3)

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29. PRODUCT MANAGEMENT (12/8)

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30. COURSE WRAP-UP; PROJECT PRESENTATIONS (12/10)

Final Project Descriptions