Service design, organizations and CSCW
Study plans 2016-2017 - IMT5391 - 5 ECTS


IMT4032 Usability and Human Factors in Interaction Design

On the basis of

IMT5341 Methods in User-centered Design

Expected learning outcomes


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


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


  • 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

Teaching Methods

Project work

Teaching Methods (additional text)

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.

Form(s) of Assessment

Evaluation of Project(s)

Form(s) of Assessment (additional text)

  • Project report, individual or in small group
  • Project presentation

The project report will be graded. The project presentation will be used to adjust the grade for the report. There will be given one grade for the course.

The presentation may be held at Gjøvik University College or by electronic media.

Grading Scale

Alphabetical Scale, A(best) – F (fail)

External/internal examiner

Graded by two internal examiners

Re-sit examination

No re-sit examination offered.

Coursework Requirements

  • Field study

Teaching Materials


J. Schneider et al. (2011):This is Service Design Thinking: Basics, Tools, Cases. Hoboken, N.J. : Wiley

D. Randall, R. Harper and M. Rouncefield (2007):Fieldwork for Design: Theory and Practice(Computer Supported Cooperative Work), London : Springer-Verlag London LimitedPapers

Grudin, Jonathan and Poltrock, Steven (2013): Computer Supported Cooperative Work. In: Soegaard, Mads and Dam, Rikke Friis (eds.). "The Encyclopedia of Human-Computer Interaction, 2nd Ed.". Aarhus, Denmark: The Interaction Design Foundation. Available online at

Recommended additional readings:

K. Clarke et al. (2006):Trust in Technology: A Socio-Technical Perspective(Computer Supported Cooperative Work), Dodrecht : Springer

In addition to the enlisted literature, selected papers and reports may be given. The complete reading list will be available one month before the course start in Fronter.