Information System and Service Design: Strategy, Models, and Methods
INFO 290
3 Units
Robert Glushko

This is a Related Course.

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.

Course Syllabus (pdf)
Course Website

 

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