1132 Intelligent Customer Interaction Design II
Mag. Jana Korunovska
Contact details
Weekly hours
Language of instruction
09/09/21 to 11/29/21
Registration via LPIS
Notes to the course
Day Date Time Room
Thursday 12/02/21 10:00 AM - 02:30 PM Online-Einheit
Thursday 12/09/21 10:00 AM - 02:30 PM Online-Einheit
Thursday 12/16/21 10:00 AM - 02:30 PM Online-Einheit
Thursday 01/13/22 10:00 AM - 02:30 PM Online-Einheit
Thursday 01/20/22 10:00 AM - 02:30 PM Online-Einheit


The core topic of this course is intelligent customer interaction design, that is, designing customer interactions for great customer experiences (CX). It builds on the course Intelligent Customer Interaction Design 1 (ICID 1).

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, service design, user experience design, and their impact on economic success
• techniques of prototyping and evaluation (including digital prototyping and usability testing)
• relevant aspects and theories of psychology and cognitive science for better understanding of customers (attention and higher cognitive processing)

Learning outcomes

After attending this course, students will:

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



    Attendance requirements

    Following attendance is mandatory:

    • attendance in the introductory unit (else you will lose the place in the course)
    • attendance of 80%

    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:

    • 33% Homework assignments
    • 33% Team project
    • 33% 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.


    1 Author: Norman, D.A

    The design of everyday things: Revised and expanded edition

    Publisher: Basic books
    Year: 2013
    2 Author: Cooper A., Reimann R., Cronin D., Noessel C.

    About Face: The Essentials of Interaction Design

    Publisher: Wiley
    Edition: Forth
    Year: 2014
    3 Author: Rubin J., and Chrisnell D.

    Handbook of Usability Testing: How to Plan, Design, and Conduct Effective Tests

    Edition: second
    Year: 2008
    4 Author: Eysenck, M. W., & Keane, M.T.

    Cognitive psychology: A student's handbook

    Publisher: Taylor & Francis
    Edition: seventh
    Year: 2015
    5 Author: Anderson, S.P.

    Seductive interaction design: creating playful, fun and effective user experiences

    Publisher: Person Education
    Year: 2011
    6 Author: Te'eni D., Carey, J. M.m & Zang, P.

    Human-computer interaction: Developing effective organizational information systems

    Publisher: John Wiley & Sons
    Year: 2006

    Recommended previous knowledge and skills

    As the course builds on knowledge of "ICID 1” we strongly recommend that students participate in that course or familiarize themselves with the theory and concepts presented in that course.
    The course will assume that the students already have designed a paper prototype for a specific persona (students who don’t manage to attend ICID 1 can either build their own paper prototypes and personas or join students who have attended ICID 1)


    Unit details

    Unit Date Contents
    Last edited: 2021-05-12