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Syllabus
Information Systems and Service Design
INFO 228
MW 2:00-3:30, South Hall 202
L1. Course Introduction (8/30)
- L01R1. Richard Chase & Uday Apte, "History of Research in Service Operations", Journal of Operations Management, March 2007
- L01R2. Karmarkar, Uday S., "The Industrialization of Information Intensive Services", Handbook of Service Science, 2010
- L01R3. Christopher Meyer & Andre Schwager, "Understanding Customer Experience", Harvard Business Review, Febraury 2007
- L01R4. Robert J. Glushko & Tim McGrath, Chapter 1, "Document Engineering", MIT Press, 2005
- L01R5. Miljkovic et. al., 2009 Final Project: MUSE, UC Berkeley School of Information, 2009
- L01R6. Knight et. al., 2009 Final Project: Educational Portfolio Service System, UC Berkeley School of Information, 2009
A1. Individual Assignment 1 - Personal Background
A2. Individual Assignment 2 - The BART Service System
L2. Design Contexts (9/1)
- L2R1. Robert J. Glushko, "Seven Contexts for Service System Design", Handbook of Service Science, 2010
- L2R2. Uday M. Apte & Richard O. Mason, "Global Disaggregation of Information-Intensive Services", Management Science, July 1995
- L2R3. Richard B. Chase, "Revisiting 'Where Does the Cutomer Fit in a Service Operation?'", Handbook of Service Science, 2010
- L2R4. Robert J. Glushko & Tim McGrath, Chapter 4, "Document Engineering", MIT Press, 2005
L3. Organizational Contexts (9/8)
- L3R1. G. Gudergan, "Multiperspective and Interdisciplinary Framework for New Solution Design", Handbook of Service Science, 2010
- L3R2. Lentz et al, "IT Ecosystems", Computer Human Interaction for the Management of Technology, 2007
- L3R3. Laura Landro, "How Life's Details Help Patients", The Wall Street Journal, Aug 2010
- L3R4. Kirienko et. al., 2009 Final Project: Crohnology.MD, UC Berkeley School of Information, 2009
A3. Group Assignment 1 - Project Concept/Charter
CS1. Project Kick-Off (9/8 5-7pm)
L4. Stakeholders/POV (09/13)
- L4R1. R. Mitchell et al, "Toward a Theory of Stakeholder Identification and Salience", The Academy of Management Review (1997)
- L4R2. A. Pouloudi, "Aspects of the Stakeholder Concept & their Implications for ISD" Int'l Conference on Service Science (1999)
- L4R3. Brooks et. al., 2009 Final Project "Diasporta", UC Berkeley School of Information, 2009
- L4R4. K. McPherson et al., 2009 Final Project: "Medical Messaging", UC Berkeley School of Information, 2009
- L4R5. J. Whitaker et al, 2009 Final Project: "Frontline World Vision 2015", UC Berkeley School of Information, 2009
L5. Information-Intensive Case Studies (09/15)
- L5R1. Stead et. al., "Achievable Steps Toward Building a National Health Information Infrastructure", Journal of the AMIA, 2005
- L5R2. Silvana Trimi & Hong Sheng, "Emerging Trends in M-Government", Communications of the ACM, May 2008
- L5R3. G. Alimendinger & R. Lombreglia, "Four Strategies for the Age of Smart Services", Harvard Business Review, October 2005
- L5R4. Stephen S. Intile, "Designing a Home of the Future", IEEE Pervasive Computing, 2002
- L5R5. M. Badgett et al, "Turning Shoppers into Advocates", IBM Institute for Business Value, 2006
- L5R6. Z. Gillen, Project Summary, "MD: Notes", UC Berkeley School of Information, 2008
- L5R7. Z. Gillen, Project Overview, "MD: Notes", UC Berkeley School of Information, 2008
L6. The Design Process [1] (09/20)
- L6R1. Tim Brown, "Design Thinking", Harvard Business Review, June 2008
- L6R2. S. Goldstein et al, "The service concept: the missing link in service design research", JOM, April 2002
- L6R3. Chris Voss & Leonieke Zomerdijk, "Innovation in Experiential Services", London Business School and Aim Research, June 2007
L7. The Design Process [2] (09/22)
A4. Individual Assignment 3 - Research for Service Brainstorm
L8. Service Encounters / Touch Points (09/27)
- L8R1. Kolesar et al, "Creating Customer Value Through Industrialized Intimacy", Strategy and Business, 1998
- L8R2. M. Bitner, et al "Service Blueprinting: A Practical Technique for Service Innovation", California Management Review, 2008
- L8R3. R. Glushko and L.Tabas, "Designing Service Systems by Bridging the Front Stage & Back Stage", 2009
A5. Group Assignment 2 - Service Brainstorm
CS2. Project Concepts & Service Brainstorm (9/27 6-7pm)
L9. Ethnography Continuum & Techniques [1] (09/29)
- L9R1. C. Kieliszewski et al, "A Service Practice Approach", Handbook of Service Science, 2010
- L9R2. D. Millen, "Rapid Ethnography: Time Deepening Strategoes for HCI Field Research", Designing Interactive Systems, 2000
- L9R3. Don Norman, "Why Doing User Observations First is Wrong", ACM Interactions, July-August 2006
- L9R4. J. Lin et al, Contextual Inquiry "MD: Notes", UC Berkeley School of Information, April 2008
A6. Group Assignment 3 - Ethnography
L10. Ethnography Continuum & Techniques [2] (10/04)
L.11 Self-Service (10/06)
- L11R1. B. DiFerdinando, E. Lesser, & T. Amit, "Taking Information into Your Own Hands", IBM Business Consulting Services, 2004
- L11R3. Scott Cook, "The Contribution Revolution: Letting Volunteers Build Your Business", Harvard Business Review, October 2008
- L11R2. James Bickers, "Intelligent Design", Networld Alliance LLC, 2009
- L11R4. D. Campbell & F. Frei, "Cost Structure, Customer Profitability, and Retention Implications..." Management Science, 2009
L12. Computational Services (10/11)
- L12R1. L. Cherbakov et al, "Impact of Service Orientation at the Business Level", IBM Systems Journal, 2005
- L12R4. Henry Chesbrough, & Andrew Davies, "Advancing Services Innovation: Five Key Concepts", Handbook of Service Science, 2010
- L12R3. Sean McGrath & Murray, "Principles of Service Oriented Integration", Propylon Ltd., 2003
L13. Requirements & Use Cases [1] (10/13)
CS3. Ethnographies (10/13 6-7:30pm)
L.14 Requirements & Use Cases [2] (10/18)
- L14R1. Kurt Bittner and Ian Spence, "Use Case Modeling", Pearson Education, 2003.
- L14R3. Tom King, "Rapid Requirements Definition: A Guide to Fast Application Delivery", RavenFlow, 2008
- L14R2. Steve Ash, "MoSCoW Prioritisation Briefing Paper", DSDM Knowledgebase, April 2007
- L14R4. Alexander Egyed et. al., "Value-Based Requirements Traceability: Lessons Learned", Springer, 2009
A7. Group Assignment 4 - Requirements and Use Cases
L15. Personalization & Customization (10/20)
A8. Individual Assignment 4 - Take-Home Midterm
L.16 Quality - Design (10/25)
- L16R1. A. Parasuraman et al, "A Conceptual Model of Service Quality and It's Implications for Future Research" JOM, 1985
- L16R3. J. Valacich et al, "The Online Consumer's Hierarchy of Needs", Communications of the ACM, September 2007
- L16R2. C. Pinhanez, "A Service Science Perspective for Interfaces", ACM Symposium on Human Factors in Computing Systems, 2008
L.17 User / Customer Models & Personas (10/27)
- L17R1. Pruitt and Grudin, "Personas: Practice and Theory", Proceedings of the Congerence on Designing for User Experiences, 2003
- L17R3. R. Verma et al, "Understanding Customer Choices", Cornel Hospitality Quarterly, 2002
- L17R2. Elaine Brechin, "Reconciling Market Segments and Personas", The Cooper Journal, March 2002
L.18 Process Modeling [1] (11/01)
- L18R1. M. Bitner et al, "Service Blueprinting: A Practical Technique for Service Innovation", California Management Review, 2008
- L18R3. S. Eppinger et al, "A Model-based Method for Organizing Tasks in Product Dev...", Research in Engineering Design, 1995
- L18R2. James P. Womack & Daniel T. Jones, "Lean Consuption", Harvard Business Review, March 2005
L.19 Process Modeling [2] (11/03)
A9. Group Assignment 5 - Service Blueprint / Process Modelling
L.20 Multichannel Context (11/08)
- L20R1. Lia Patricio et al, "Designing Multi-Interface Service Experiences", Journal of Service Research, May 2008
- L20R3. Jeffrey Huang, "Future Space: A New Blueprint for Business Architecture", Harvard Business Review, April 2001
- L20R2. S. Neslin et al, "Challenges and Opportunities in Multichannel Customer Management", Journal of Service Research, 2006
L.21 Multi-device Context (11/10)
- L21R1. J. Lin, "An Analysis of Graceful Degradation for Multi-Platform Uis", UC Berkeley School of Information unpublished, 2007
- L21R3. Ghiaivi et al, "UBiCiCERO: A Location-Aware, Multi-Device Museum Guide", Interacting with Computers, Aug 2009, 21(4) P.2
- L21R2. K. Richter et al, "The Many Faces of Consistency in Cross-Platform Design", ACM Congerence on Human Factors in CS, 2006
- L21R4. Tommy Schweller, "Cell Phone Meets Barcode Scanner", Adazon, June 2009
A10. Group Assignment 6 - Prototyping
L.22 Prototyping (11/15)
- L22R1. J. Voytek, L. Miljkovic, & E. Reinstadler, "MUSE An Enhanced Museum Experience", UC Berkeley School of Information, 2009
- L22R3. Lars Erik Holmquist, "Prototyping: Generating Ideas or Cargo-Cult Designs", Interactions, March-April 2005
- L22R2. Y. Lim et al, "The Anatomy of Prototypes", ACM Transactions on Computer-Human Interaction, July 2008
- L22R4. M. Schrage, "Never go to a Client Meeting Without a Prototype", IEEE Software, March-April 2004
L.23 Context-Aware Context (11/17)
- L23R1. Diane J, Cook and Sajal K. Das, "How Smart are our Environments", Pervasive and Mobile Computing, 2007
- L23R3. P. Kourouthanassis & G. Roussos, "Developing Consumer-Friendly Pervasive Retail Systems", IEEE Pervasive Computing, 2003
- L23R2. J. Raper et al, "Applications of Location-Based Services: A Selected Review", Journal of Location Based Service, 2007
A11. Group Assignment 7 - Final Report
CS4. Prototypes (11/17 5-7pm)
L.24 Iteration (11/22)
L.25 Quality - Evaluation & Operation [1] (11/24)
- L25R6. M. Bitner et al, "Technology's Impact on the Gaps Model of Service Quality", Handbook of Service Science, 2010
- L25R2. Eelke Folmer & Jan Bosch, "Architecting for Usability: A Survey", The Journal of Systems & Software, 2004
- L25R4. Christopher W.L. Hart et al, "The Profitable Art of Service Recovery", Harvard Business Review, July-August 1990
- L25R1. F. Schulz, "Towards Measuring the Degree of Fulfillment of Service Level Agreements", IEEE, 2004
- L25R3. Andreas Holzinger, "Usability Engineering Methods for Software Engineers", Communications of the ACM, January 2005