ABSTRACT
In the context of a university, many tasks and activities must be carried out by multiple actors such as staff, faculty and students to make the organisation function. At the University of California, Berkeley, a large Student Information Systems (SIS) replacement project renewed core outdated business systems, giving the opportunity to address pressing service needs impacting multiple groups of people as well as cross-functional business practices across the institution. Through an examination of the design of the campus’s enrolment process for classes, this chapter addresses the possibilities and challenges of designing for complexity by navigating through a complex governance model and by bridging gaps between people, policies and systems. In this context, designers are uniquely suited to uncover service improvement opportunities, facilitate problem solving with stakeholders and support decision making through concretising complexities.
