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)

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)


W1. Project Concept Workshop (Tue, 09/06/2011 - 5:00pm)


    L03. Stakeholders & Risk Management (Wed, 09/07/2011 - 2:00pm)

    A3. Project Concept/Charter (Grp) (Due: 09/14/2011)


    L04. Organizational Contexts (Mon, 09/12/2011 - 2:00pm)


    L05. Service Encounters & Touch Points (Wed, 09/14/2011 - 2:00pm)

    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)

    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)


      L08. Context-Aware & Computational Contexts (Mon, 09/26/2011 - 2:00pm)


      L09. Design Concepts & Traceability (Wed, 09/28/2011 - 2:00pm)


      L10. Ethnography Continuum & Techniques (1 of 2) (Mon, 10/03/2011 - 2:00pm)

      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)


        L12. Design Process (Mon, 10/10/2011 - 2:00pm)


        L13. Design Methods (Wed, 10/12/2011 - 2:00pm)


        L14. Requirements & Use Cases (1 of 2) (Mon, 10/17/2011 - 2:00pm)

        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)

          A9. Take-Home Midterm (Ind) (Due: 10/28/2011)


          L16. Personalization & Customization (Mon, 10/24/2011 - 2:00pm)


          L17. Team Touchbase (Wed, 10/26/2011 - 2:00pm)


            L18. Process Modeling (1 of 2) (Mon, 10/31/2011 - 2:00pm)

            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)


              L21. User/Customer Models & Personas (Wed, 11/09/2011 - 2:00pm)


              L22. Prototyping (Mon, 11/14/2011 - 2:00pm)

              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)


                L25. Team Touchbase (Wed, 11/23/2011 - 2:00pm)


                  L26. Quality in Operation & Evaluation (Mon, 11/28/2011 - 2:00pm)

                  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)