Service System Design article
February 25th, 2008 by Chris HoffmanAs we approach the first workshop for the Mellon-OpenCollection project, I’ve been thinking a lot about the different analysis and design perspectives that we are bringing to the table: business process analysis, service oriented architecture, and user centered design. How do we organize a small set of workshops to accomplish our goals without being completely fragmented and disorganized? While I’m not claiming to have the answer right now, I did come across this interesting article written by Bob Glushko and Lindsay Tabas of our iSchool:
Robert J. Glushko and Lindsay Tabas, “Bridging the “Front Stage” and “Back Stage” in Service System Design” (June 15, 2007). School of Information. Paper 2007-013. http://repositories.cdlib.org/ischool/2007-013
Tags: OpenCollection
February 27th, 2008 at 1:55 am
I’m pleased that you stumbled across my paper. I’m in the process of developing a new course for the fall semester that will push this idea of a more synthetic end-to-end design approach. Here’s the current course description. Space permitting, you are all welcome to take the course this fall (MW 2-3:30).
-bob glushko
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Information Systems and Service Design
This course presents an end-to-end view of the design life cycle to explain how design problems are conceived, researched, analyzed and resolved in different types of organizations, including start-ups, enterprises with legacy-systems, non-profit and government entities.
The course takes a comprehensive perspective on how these different contexts shape design activities and methods, including:
• Analyzing stakeholders and customers
• Building new vs. extending legacy systems
• Identifying customer segments and modeling different kinds of users
• Analyzing and collecting data to determine and satisfy requirements
• Measuring usability and quality
• Prototyping and iterative implementation
• Personalization and configuration
• Designing for multiple channels (brick-and-mortar vs online)
• Designing for multiple platforms (cellphones, PDAs, PCs)
The course presents a framework for understanding and integrating the various specialized design processes taught in more detail in other iSchool and MOT courses. Using a mix of theory and case studies, the course is intended to give students with different backgrounds an understanding of the design life cycle, and to help them become more effective by gaining a view of how their work fits into the overall design process.