| Collaborative Work Session | CS2. Project Concepts & Service Brainstorm (9/27 6-7pm) | ekaterin |
| Assignment | A1. Individual Assignment 1 - Personal Background | jvoytek |
| Assignment | A10. Group Assignment 6 - Prototyping | ekaterin |
| Assignment | A11. Group Assignment 7 - Final Report | ekaterin |
| Assignment | A12. Group Assignment 8 - Final Presentation | ekaterin |
| Assignment | A2. Individual Assignment 2 - The BART Service System | ekaterin |
| Assignment | A3. Group Assignment 1 - Project Concept/Charter | ekaterin |
| Assignment | A4. Individual Assignment 3 - Research for Service Brainstorm | ekaterin |
| Assignment | A5. Group Assignment 2 - Service Brainstorm | ekaterin |
| Assignment | A6. Group Assignment 3 - Ethnography | ekaterin |
| Assignment | A7. Group Assignment 4 - Requirements and Use Cases | ekaterin |
| Assignment | A8. Individual Assignment 4 - Take-Home Midterm | ekaterin |
| Assignment | A9. Group Assignment 5 - Service Blueprint / Process Modelling | ekaterin |
| Collaborative Work Session | CS1. Project Kick-Off (9/8 5-7pm) | jvoytek |
| Collaborative Work Session | CS3. Ethnographies (10/13 6-7:30pm) | ekaterin |
| Collaborative Work Session | CS4. Prototypes (11/17 5-7pm) | ekaterin |
| Lecture | L.11 Self-Service (10/06) | ekaterin |
| Lecture | L.14 Requirements & Use Cases [2] (10/18) | ekaterin |
| Lecture | L.16 Quality - Design (10/25) | ekaterin |
| Lecture | L.17 User / Customer Models & Personas (10/27) | ekaterin |
| Lecture | L.18 Process Modeling [1] (11/01) | ekaterin |
| Lecture | L.19 Process Modeling [2] (11/03) | ekaterin |
| Lecture | L.20 Multichannel Context (11/08) | ekaterin |
| Lecture | L.21 Multi-device Context (11/10) | ekaterin |
| Lecture | L.22 Prototyping (11/15) | ekaterin |
