Service Systems Research (SSR) - Service Design

Dr. Susan Stucky manages the Service Design group in Services Research at IBM Almaden Research Center. The group is currently exploring service design in 3D Internet environments to better understand both the process and the practice of service design as it relates to the creation of learning and design environments. Prior to joining IBM in 2007, Stucky ran Strategic Practices Group (SPG), a consulting practice that she founded which focused on strategic learning for knowledge-based businesses. Her work focused on identifying strategic knowledge assets and transforming them to create value by linking the work people do to the value they create. Before launching SPG, Stucky was instrumental in setting up and running both the Institute for Research on Learning, founded by Xerox in Menlo Park, California, and the Center for the Study of Language and Information at Stanford University.

Stucky holds a Ph.D. in Linguistics from the University of Illinois and completed postdoctoral work in cognitive science and artificial intelligence at the University of Massachusetts, Amherst and at Stanford University.

Wendy Ark is a Research Staff Member at the the IBM Almaden Research Center in San Jose, CA, where she is part of the Services Research Division. Since joining IBM in mid 1997, she has led the efforts in the areas of affective computing, human-computer interaction, and socially oriented computing. More recently, she has been working on Rehearsal Services, which helps distributed teams collaborate by improving interactions through rehearsal techniques while doing real work.

Dr. Ark received her B.S. in Computer Science with a concentration in mathematics from the University of Delaware and her M.S. and Ph.D. in Cognitive Science from the University of California, San Diego. Dr. Ark has had a varied background which includes programming systems for manufacturing plants at DuPont, programming simulations for satellite missions and the International Space Station at the NASA Langley Research Center, and conducting empirical studies of programmers using eyetracking methods at the University of Hawaii. She also specialized in cognitive neuroscience research with a focus on functional magnetic resonance imaging (FMRI), visuospatial cognition, and visuospatial development in children with motor and cognitive disorders.

N/A