Yolanda A. Rankin

3D Role-Playing Games as Language Learning Tools

Leveraging the experiential cognition and motivational factors of 3D games, we conduct a pilot study that utilizes Ever Quest 2 as pedagogical learning tool for English as a second language (ESL) students. We combine the benefits of massive multiplayer online role-playing games (MMORPGs) and second language methodology to create a digital learning environment for second language acquisition (SLA). Rather than using traditional computerassisted language learning (CALL) software, we explore the immersive, virtual environment of Ever Quest 2 as ESL participants assume virtual identities and engage in social interactions within the game world. We suggest that language becomes a crucial artifact for character development and completion of game tasks in the virtual world. Preliminary results demonstrate that Ever Quest 2 intermediate and advanced ESL students increase their English vocabulary by 40% as result of game play interactions with non-playing characters (NPCs). Furthermore, intermediate and advanced ESL students practice their conversational skills with playing characters (PCs), generating a 100% increase in chat messages during eight sessions of game play. These results lead to the conclusion that MMORPGs can provide motivation and adequate language learning support for intermediate and advanced ESL students.

Dynamics of value co-creation in complex IT service engagements

The hallmark of service—value co-creation—is not easy to achieve in B2B IT service engagements. Typically, client and provider are both complicated organizational entities with multiple agendas and diverse stakeholders, and engagements often extend over years. We analyzed a number of IT service engagements to better understand their complex dynamics, with the ultimate goal of improving their outcomes. This paper reports on our study of how value co-creation unfolds over time, and identifies basic dynamics central to the modeling of service systems—actualization of service and realization of value—that are reflected in the proposed framework.

Process variation analysis using empirical methods: a case study

Large organizations often weigh the trade-offs of standardization versus customization of business processes. Standardization of processes results in cost reduction due to the focus on one process management system, one set of applications supporting it, and one set of process specifications and instructions to maintain and support. On the other hand, specific requirements for different business units, e.g., for a particular country or customer, often require several business processes variants to be implemented. When introducing a standardized process an organization has to identify howprocesses have been conducted in the past, identify variations and adjudicate which variations are necessary and which can be eliminated. This paper outlines a method of identifying process variations and demonstrates its application in a case study.

Supporting greater access to pre- and post-natal information and services for women in rural Kenya

We present initial findings of on-going work, which examine pre- and post-natal services available to women in rural Laare, Kenya as well as cell phone appropriation by service providers and consumers as initial steps in service design for access.

This Is Who I Am and This Is What I Do: Demystifying the Process of Designing Culturally Authentic Technology

The goal of this paper is to bridge the gap between existing frameworks for the design of culturally relevant educational technology. Models and guidelines that provide potential frameworks for designing culturally authentic learning environment are explained and transposed into one comprehensive design framework, understanding that integrating culture into the design of educational technology promotes learning and a more authentic user experience. This framework establishes principles that promote a holistic approach to design.

Business Value in Complex IT Service Engagements: Realization is Governed by Patterns of Interaction

Mutually successful win-win outcomes in complex IT service engagements are by no means easy to achieve. Typically, provider and client represent complex organizational entities with multiple agendas and diverse stakeholders involved in long-term engagements. Unsurprisingly, new opportunities to create value arise; however, value propositions can fail to be realized, especially when the provider has fulfilled contractual agreements and yet the customer has expressed dissatisfaction. How do we explain this phenomenon, and more importantly, avoid its occurrence? In this paper we examine three IT service engagements through the lens of a conceptual model based on foundational service system concepts. Cross-case analysis reveals patterns of interaction that have the potential to increase, and in some instances, diminish value over time. Our approach identifies leading indicators that mitigate risk and increase benefit to both clients and provider, enabling IT service companies to take advantage of emerging opportunities that lead to greater value co-creation.

Mapping and visualizing service provider and client interactions: the case for participation

The interactions between service providers and their clients (touchpoints) define the service experience for clients and providers alike. In the context of IT outsourcing services, where one company contracts with another for IT services, these interactions are frequent and occur across an increasingly globally distributed delivery organization. The scope and complexity of these interactions provide a challenge for managing the service experience in that it is difficult for members of the delivery team to be aware of the wide range of interactions taking place with clients. This project is focused on designing ways to enable delivery teams to create awareness of their touchpoints with clients and to make changes to improve the overall client experience.

Client TouchPoint modeling: understanding client interactions in the context of service delivery

Service delivery organizations oftentimes overlook opportunities to cultivate client relationships due to a lack of awareness of the totality of touchpoints, or interactions, that occur between service delivery personnel and client personnel over time. To enable service delivery organizations to strategically manage their client relationships, we introduce the first phase of the Client TouchPoint Modeling (CTM) process in which service delivery teams create a touchpoint map of their collective interactions across a client account. Participatory design sessions with service delivery personnel informed the design of a CTM TouchPoint Map prototype. Through these sessions, we also discovered a more collaborative approach to CTM, one in which service delivery team members work together to co-construct a unified account map in a way that promotes team transparency and sensemaking of the service experience.

Extended Game Platform for Novice Programmers.

In an attempt to recruit and retain computer science majors, game design courses have become increasingly popular in academia. Game design encompasses multiple stages of product development, takes an average of two or more years and includes a team of individuals who possess strong programming abilities. Additionally, game development platforms consists of complex architectures that are difficult for novice programmers to comprehend let alone navigate. Due to this complexity, game design courses are typically taught as capstone courses intended for students who have intermediate or advanced programming skills. Consequently, introductory computer science courses do not include game development as typical programming assignments. We introduce a learning model that employs team-based pedagogy as the basis for students acquiring object-oriented programming skills, equipping programmers with the ability to design 3D games. Furthermore, we modify an existing game platform to include built-in scaffolds that assist students with the comprehension and application of object-oriented concepts. In response to the criticism that sustained hours of game-play contribute to physical inactivity and the growing obesity epidemic affecting America, novice programmers are given the creative task of designing a physically interactive game module that aids the player in meeting fitness goals and provides a source of entertainment.