5066 Intelligent Customer Interaction Design I
Kathrin Bednar, MSc, MSc, BA
Contact details
Weekly hours
Language of instruction
02/06/18 to 03/04/18
Registration via LPIS
Notes to the course
Day Date Time Room
Thursday 03/08/18 01:00 PM - 05:00 PM TC.4.16
Thursday 03/15/18 01:00 PM - 05:00 PM D2.0.030
Thursday 03/22/18 01:00 PM - 05:00 PM TC.4.16
Thursday 04/12/18 01:00 PM - 05:00 PM TC.4.16
Thursday 04/19/18 01:00 PM - 05:00 PM TC.4.16
Thursday 04/26/18 01:00 PM - 05:00 PM TC.4.16

The core topic of this course is intelligent customer interaction, that is, designing great customer interaction and experiences.

Students will be introduced to theoretical and practical guidelines and principles for the design and the evaluation of information systems and e-services with the customer's needs as primary focus.


Topics covered include:

  • human-centered design and its impact on economic success
  • fundamental concepts and theories of human-computer interaction (usability, user experience)
  • basic techniques of human-centered design (interviews, personas, context scenarios, paper prototyping)
  • relevant aspects and theories of psychology and cognitive science (perception, motivation, emotion...)
  • techniques for evaluating usability of systems (heuristics)
Learning outcomes

After attending this course, students will

  • understand the importance of good interface design for product success
  • be able to apply scientific theories and models from psychology and cognitive science in the design of products that produce positive human experience
  • consider the customer's/user's needs, abilities, expectations etc. in product design
  • be able to evaluate existing systems to identify how their usability and experience can be improved
  • have first experiences in the development of interface prototypes
Attendance requirements

Following attendance is mandatory:

  • attendance in the introductory unit (else you will lose the place in the course)
  • The attendance requirement is met if a student is present at least 80% of the time.
Teaching/learning method(s)

The course will follow the principles of active learning through theory presentation and then using the theory in practice applications. In interactive exercises and discussions students become familiar with the presented theories and approaches. Homework assignments will be given after each class to repeat and reflect on the contents presented in class. In the practical part of the course students will work on their own project (the design of an interface prototype) in teams.


Performance will be evaluated according to the following criteria:

  • 40% Homework assignments
  • 40% Team project
  • 20% Attendance and active participation (miss max. 1 session)

To pass the course, all partial performances have to be successfully completed.

Prerequisites for participation and waiting lists

The places for this course are allocated on the "first-come, first-served" principle during the official registration period.

If you are registered for the course, but cannot participate, please cancel your registrations during the registration period, so that your place can be taken by students who want and can participate.

The participation in the first unit is mandatory; students who fail to come forfeit their place to students on the waiting list. Students can excuse themselves if the reason for missing the first unit is serious and will concern only the first unit. Free places are allocated to students in the waiting list sequence who come to the first unit.

Recommended previous knowledge and skills

You don't need any prior knowledge or programming skills.

We strongly recommend to also register for the subsequent course "Intelligent Customer Interaction Design II“.

Last edited: 2018-05-23