Saisudha Rajagopal

Saisudha is with the Service Innovation Practice cluster in Institute of Systems Science, National University of Singapore. She is involved in the development of the Service Innovation Practice, in the area of instructional design, consulting and research. Her research specifically spans across designing service systems for better user experience and evolving service systems as platforms that absorb the variety in use contexts.

Saisudha started her career in the software industry with the dynamic banking industry, and later on moved to work in legal, finance and travel sectors. She has experience in managing IT projects from its conception to delivery. Her work for clients like Citibank, Motorola and the Supreme Court of Singapore, gave her the opportunity to understand the business demands and the role of IT in serving the needs of the business. She has a keen interest in requirements engineering, which has naturally led her into the service innovation practice.

Educational Qualifications/Professional Certifications * Master of Technology (Software Engineering), National University of Singapore, Singapore, 2010 * Specialist Dip. In Supply Chain Management, Singapore Polytechnic, Singapore, 2006 * Honors Dip. In Systems Management, NIIT, Chennai, India, 1992 * Bachelor of Science (Mathematics), University of Madras, India, 1990 * Certified Scrum Master, Oct 2010 * ITIL V3 Foundation certified, Jan 2011 * Certificate in Customer-focused Product and Service Design, Cornell University, Mar 2014

Academic and Professional Experience * Research and development of Service Innovation Practice at Institute of Systems Science, NUS, Singapore, September 2009 – Present * Designed and developed Software projects for SMEs and Startups , Jun 2003 – Mar 2010 * As a Quality assurance representative with Nucleus Software Solutions Pte. Ltd., Singapore, Sep 2001 – Dec 2002 * Worked on Quality Information Systems for Motorola Electronics Pte. Ltd, Singapore, Jun 2000 – Dec 2000 * Worked on several internet based project for Singapore Network Services Pte. Ltd., Singapore, Aug 1995 – Oct 1997 * Worked on ‘time deposit’ systems of CITIBANK N.A., India, for Nucleus Software Workshop Pte. Ltd., Chennai, India, Jul 1992 – May 1995

Research Interests * Service Systems * Service Design Methods * Agile Software development practices * Customer Experience Design

Selected Publications * Saisudha Rajagopal, Guo Lei, Choo, Z. M. (2011). “Factors influencing patients willingness to participate in medical tourism” in Proceedings of The 2nd International Research Symposium on Service Management, Indonesia. * Saisudha Rajagopal, Guo Lei, Edvardsson, B. (2012) “Resource integration in medical tourists’ pre-purchase decision making: An examination of social resource integration and emotional discomfort” , Institute of Systems Science, National University of Singapore, Jan 2012 * Saisudha Rajagopal, Lei Guo, Bo Edvardsson, (2013) "Role of resource integration in adoption of medical tourism service", International Journal of Quality and Service Sciences, Vol. 5 Iss: 3, pp.321 – 336