Information Systems and Service Design
INFO 228 (CCN 42590)
MW 2-3:30, South Hall, Rm 210 (Lab: Tu 5-7 every other week); Office Hours M 3:30-4:30 Rm 313
L01. Course Introduction (Mon, 08/29/2011 - 2:00pm)
- R1. Chase & Apte, "History of Research in Service Operations" (Selections)
- R2. Glushko & McGrath, "Document Engineering" Ch 1 (Selections)
- R3. Kessler & Sweitzer, "Outside-in Software Development" Ch 1
A1. Personal Background (Ind.) (Due: 08/31/2011)
A2. The BART Service System (Ind.) (Due: 09/07/2011)
L02. Service Design Contexts (Wed, 08/31/2011 - 2:00pm)
- R1. Glushko, "Seven Contexts for Service System Design" [Core Reading!]
- R2. Trimi & Sheng, "Emerging Trends in M-Government" (Selections)
- R3. Brooks et al., 2009 Final Report: "Diasporta" (Selections)
- R4. Knight et al., 2009 Final Project: "Educational Portfolio Service System" (Selections)
- R5. Bonaguro et al., 2010 Final Project: "Park My Ride" (Selections)
W1. Project Concept Workshop (Tue, 09/06/2011 - 5:00pm)
L03. Stakeholders & Risk Management (Wed, 09/07/2011 - 2:00pm)
- R1. Kessler & Sweitzer, "Outside-in Software Development" Ch 2
- R2. Whitaker et al., 2009 Final Project: "Frontline World Vision 2015" (Selections)
- R3. Kiener et al., 2010 Final Report: "Solar Panel Seekers" (Selections)
- R4. Patel, "Project Management" (Selections on Risk Management)
- R5. Warkentin et al., "Analysis of Systems Development Project Risks: An Integrative Framework" (Selections)
A3. Project Concept/Charter (Grp) (Due: 09/14/2011)
L04. Organizational Contexts (Mon, 09/12/2011 - 2:00pm)
- R1. Kessler & Sweitzer, "Outside-in Software Development" Ch 3
- R2. Glushko & McGrath, "Document Engineering" Ch 4
- R3. Lentz et al., "IT Ecosystems"
- R4. Norman, "Designing the Infrastructure"
L05. Service Encounters & Touch Points (Wed, 09/14/2011 - 2:00pm)
- R1. Glushko & Tabas, "Designing Service Systems by Bridging the Front Stage & Back Stage" [Core Reading!]
- R2. Kolesar et al., "Creating Customer Value Through Industrialized Intimacy" (Selections)
- R3. Bitner et al., "Service Blueprinting: A Practical Technique for Service Innovation" (Selections) [Core Reading!]
A4. Stakeholder Analysis and Risk Assessment (Grp) (Due: 09/19/2011)
L06. Person to Person (P2P), Tech Enhanced P2P, & Self-Service (Mon, 09/19/2011 - 2:00pm)
- R1. Glushko, "Information vs Interaction"
- R2. DiFerdinando et al., "Taking Information into Your Own Hands" (Selections)
- R3. Cook, "The Contribution Revolution: Letting Volunteers Build Your Business" (Selections)
A5. Research for Service Brainstorm (Ind.) (Due: 10/03/2011)
A6. Service Brainstorm (Grp) (Due: 10/03/2011)
W2. Service Brainstorm Workshop (Tue, 09/20/2011 - 5:00pm)
L07. Multi-Channel & Multi-Device Contexts (Wed, 09/21/2011 - 2:00pm)
- R1. Neslin et al., "Challenges and Opportunities in Multichannel Customer Management" (Selections)
- R2. Richter et al., "The Many Faces of Consistency in Cross-Platform Design"
- R3. Huang, "Future Space: A New Blueprint for Business Architecture"
- R4. Kirienko et al., 2009 Final Project: "Crohnology MD" (Selections)
L08. Context-Aware & Computational Contexts (Mon, 09/26/2011 - 2:00pm)
- R1. Raper et al., "Applications of Location-Based Services: A Selected Review" (Skim)
- R2. Wakabayashi, "Japanese Farms Look to the 'Cloud'"
- R3. Brech et al., "Smarter Cities Series: Understanding the IBM Approach to Efficient Buildings"(Optional)
- R4. Economist, "The Connected Car"
- R5. Bardram et al., "Experiences from Real-world Deployment of Context-Aware Technologies in a Hospital Environment" (Optional)
- R6. Cherbakov et al., "Impact of Service Orientation at the Business Level" (Selections)
- R7. Alimendinger & Lombreglia, "Four Strategies for the Age of Smart Services" (Selections)
L09. Design Concepts & Traceability (Wed, 09/28/2011 - 2:00pm)
- R1. Brown, "Design Thinking"
- R2. Voss & Zomerdijk, "Innovation in Experiential Services" (Selections)
- R3. Winkler & Pilgrim, "A Survey of Traceability in Requirements Engineering and Model-Driven Development" (Selections)
L10. Ethnography Continuum & Techniques (1 of 2) (Mon, 10/03/2011 - 2:00pm)
- R1. Kieliszewski et al., "A Service Practice Approach" (Selections)
- R2. Millen, "Rapid Ethnography: Time Deepening Strategoes for HCI Field Research"
- R3. Lin et al., Contextual Inquiry "MD: Notes"
A7. Ethnography (Grp) (Due: 10/17/2011)
W3. Ethnography Workshop (Tue, 10/04/2011 - 5:00pm)
L11. Ethnography Continuum & Techniques (2 of 2) (Wed, 10/05/2011 - 2:00pm)
- R1. Kirsh, "Multi-Tasking and Cost Structure: Implications for Design"
- R2. Shapiro et al., "Staple Yourself to an Order"
- R3. Glushko & McGrath, "Document Engineering" Ch 11
L12. Design Process (Mon, 10/10/2011 - 2:00pm)
L13. Design Methods (Wed, 10/12/2011 - 2:00pm)
- R1. Ominsky et al., "User-Centered Design at IBM Consulting"
- R2. Frei, "Breaking the Trade-Off Between Efficiency and Service"
L14. Requirements & Use Cases (1 of 2) (Mon, 10/17/2011 - 2:00pm)
- R1. Glushko & McGrath, "Document Engineering" Ch 7 (Selections)
- R2. Glushko & McGrath, "Document Engineering" Ch 8 (Selections)
- R3. Wiegers, "Usable Requirements: Habits of Effective Analysts" (Skim)
A8. Requirements and Use Cases (Grp) (Due: 11/02/2011)
W4. Requirements & Use Cases Workshop (Tue, 10/18/2011 - 5:00pm)
L15. Requirements & Use Cases (2 of 2) (Wed, 10/19/2011 - 2:00pm)
- R1. Jan Kettenis, "Getting Started with Use Case Modeling"
- R2. King, "Rapid Requirements Definition: A Guide to Fast Application Delivery" (Skim)
- R3. Ash, "MoSCoW Prioritisation Briefing Paper"
- R4. Ross, "Verb-ish Models for Verbalization"
A9. Take-Home Midterm (Ind) (Due: 10/28/2011)
L16. Personalization & Customization (Mon, 10/24/2011 - 2:00pm)
- R1. Adamavicius et al., "Personalization Technologies: A Process-Oriented Perspective" (Selections)
- R2. Goy et al., "Personalization in E-Commerce Applications" (Selections)
- R3. Martin, "Sam's Club Personalizes Discounts for Buyers"
L17. Team Touchbase (Wed, 10/26/2011 - 2:00pm)
L18. Process Modeling (1 of 2) (Mon, 10/31/2011 - 2:00pm)
- R1. Bitner et al., "Service Blueprinting: A Practical Technique for Service Innovation" [Core Reading!]
- R2. Womack & Jones, "Lean Consumption"
A10. Service Blueprint or Process Model (Grp) (Due: 11/14/2011)
W5. Service Process Models & Blueprints Workshop (Tue, 11/01/2011 - 5:00pm)
L19. Process Modeling (2 of 2) (Wed, 11/02/2011 - 2:00pm)
L20. Design Patterns (Mon, 11/07/2011 - 2:00pm)
- R1. Glushko & McGrath, "Document Engineering" Ch 10 (Selections) EDIT
- R2. Glushko, "Describing Service Systems"
L21. User/Customer Models & Personas (Wed, 11/09/2011 - 2:00pm)
- R1. Pruitt & Grudin, "Personas: Practice and Theory"
- R2. Verma et al., "Understanding Customer Choices"
- R3. Brechin, "Reconciling Market Segments and Personas"
L22. Prototyping (Mon, 11/14/2011 - 2:00pm)
- R1. Lin et al., "MD Notes: Designing the Prototype"
- R2. Lim et al., "The Anatomy of Prototypes"
- R3. Holmquist, "Prototyping: Generating Ideas or Cargo-Cult Designs"
- R4. Schrage, "Never go to a Client Meeting Without a Prototype"
A11. Prototyping (Due: 12/05/2011)
W6. Prototypes Workshop (Tue, 11/15/2011 - 5:00pm)
L23. Iteration (Wed, 11/16/2011 - 2:00pm)
L24. Quality in Design (Mon, 11/21/2011 - 2:00pm)
- R1. Kessler & Sweitzer, "Outside-in Software Development" Ch 4
- R2. Parasuraman et al., "A Conceptual Model of Service Quality and It's Implications for Future Research"
- R3. Pinhanez, "A Service Science Perspective for Interfaces"
L25. Team Touchbase (Wed, 11/23/2011 - 2:00pm)
L26. Quality in Operation & Evaluation (Mon, 11/28/2011 - 2:00pm)
- R1. Andrew N. Hiles, "Service Level Agreements: Panacea or Pain?"
- R2. Folmer & Bosch, "Architecting for Usability: A Survey"
- R3. Holzinger, "Usability Engineering Methods for Software Engineers"
- R4. Hart et al., "The Profitable Art of Service Recovery"
A12. Final Presentation (Grp) (Due: 12/06/2011)
A13. Final Report (Due: 12/14/2011)
L27. Course Retrospective (Wed, 11/30/2011 - 2:00pm)
Final Project Presentations (Tue, 12/06/2011 - 5:00pm)
