Information Systems and Service Design

INFO 290-1

MW 2:00-3:30, South Hall 202

Many of the most complex "information-intensive" service systems being built today combine person-to-person encounters, technology-enhanced encounters, self-service, computational services, multi-channel (combining “brick-and-mortar” and online), multi-device (the same service on different devices or platforms), and location-based and context-aware services.  Furthermore, these systems and services are being designed in different organizational settings, including start-ups, enterprises with legacy-systems, non-profit and government entities, and even the home.

The course takes a comprehensive perspective on how these different contexts and settings shape design activities and methods, including:

  • Identifying stakeholders and scoping the service system
  • Identifying and modeling customer segments, user types, or personas
  • Analyzing and collecting data to identify and verify requirements and use cases
  • Describing activities and information flows with blueprints and process models
  • Designing for usability and quality
  • Prototyping and iterative implementation
  • Personalization and configuration

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.

  • Catalog Type: Special Topics
  • MOT Related Course
  • Units: 3


Course Administrivia and Grading


Professor's Office Hours: TBD
TA's Office Hours: TBD
A 3 or 4-person group project with numerous milestone assignments will give students experience with different design contexts and their characteristic concerns and techniques.

  • Team Project 60%
  • Individual Assignments 25%
  • Participation in Class and Online 15%