Service design, organizations and CSCW

Topics in CSCW (including decision making, awareness, coordination, artifacts and boundary objects, mobile work)

Overview of CSCW technology (use for communication, information sharing and coordination)

Challenges with usability work in large, complex organization (including socio-technical design, trust, roles, work practices, and implementation)

Fundamentals of service design

Methods in service design (including observation studies, stakeholder analysis, user journey mapping, storyboarding)

Field studies and design

Challenges and issues regarding the selected case

Knowledge
After fulfilling the course the student will be able to:

describe fundamental issues regarding design, development and use of computer-supported cooperative work (CSCW)

discuss research on the area of CSCW

describe challenges with usability work in complex organizations

describe current methods in service design, including strengths and weaknesses

identify specific issues and challenges regarding technology use in the domain of the selected project case

Skills
The student will:

be able to identify, apply and combine relevant methods in service design to develop concepts of new and innovative solutions within complex organizations or for complex technology

be able to conduct user studies of CSCW technology use

be able to create a draft user requirement specification based on user research through field studies

be able to analyze and discuss the relevance of CSCW theory for future projects cases

General knowledge
The student will:

be able to independently plan and carry out user studies of CSCW technology use

work goal-oriented and collaborate on developing user requirements using service design methods

analyze relevant ethical problems and contribute to rethinking and innovation processes

present findings from user research and developed design concepts by writing, sketching and orally and communicate academic issues, analysis, and conclusions

Forelesninger|Prosjektarbeid|Annet

Utfyllende informasjon:

The course will be organized around a project case studying organizational or service processes. Examples of project cases are ¿electronic health records in hospitals¿ and ¿welfare technology¿. The student will carry out a short field study of CSCW technology use on the selected project. The student will then transform the knowledge from the field study into ideas of future services.The lectures will focus on (1) introduction to and discussion of theoretical issues in CSCW and challenges with usability work in large organizations, (2) methods in service design, and (3) challenges regarding the selected case. Part (1) will make up the theoretical foundation for the project work, while part (2) will provide the student with necessary methodological knowledge and skills to be able to do the project work.The project work will be carried out in small groups or individually. The student can chose to work on a project given by Gjøvik University College, or on a project initiated by the student and approved by the course responsible.

Obligatoriske arbeidskrav:

Field study