Lysanne Lessard

• PhD in information systems, University of Toronto
• Professor (Assistant) at University of Ottawa

Knowledge-intensive business services (KIBS) such as IT development, IT outsourcing, and research and development (R&D) services have become a key component of most industrialized economies; they have been identified as an important source of employment growth in many countries and help improve the performance of firms belonging to most other secto...

Knowledge-intensive business services (KIBS) such as management consulting, research and development, and IT outsourcing, have become a key component of most industrialized economies. As such, there has been a growing number of empirical studies investigating the way in which KIBS providers, clients, and partners collaboratively create value. These...

Knowledge-intensive business services (KIBS) such as consulting and research and development services are important factors of performance and innovation in industrialized economies. However, current modeling techniques aimed at supporting service design do not account for their core characteristics such as the relational nature of exchanges among...

This vision paper focuses on the mental health crisis impacting healthcare workers (HCWs), which exacerbated by the COVID-19 pandemic, leads to increased stress and psychological issues like burnout. Peer Support Programs (PSP) are a recognized intervention for mitigating these issues. These programs are increasingly being delivered virtually throu...

The emergence of large language models and conversational front-ends such as ChatGPT is revolutionizing many software engineering activities. The extent to which such technologies can help with requirements engineering activities, especially the ones surrounding modeling, however, remains to be seen. This paper reports on early experimental results...

Objective: The review aimed to identify which digital technologies are proposed or used within learning health systems (LHS) and to analyze the extent to which they support learning processes in LHS. Materials and methods: Multiple databases and grey literature were searched with terms related to LHS. Manual searches and backward searches of ref...

Telehealth can provide an effective support to older persons wanting to maintain their autonomy while requiring health care services. However, older patients often stop adhering to their telehealth care plans for different reasons including usability and diminished abilities. This issue is driven in part by the use of generic telehealth services th...

Goal modelling aims to capture stakeholder and system goals, together with social, intentional, and structural relationships, in a way that supports trade-off analysis and decision making. Goal models and business process models provide complementary and synergetic views of a system, which lead to a more complete understanding of what exists and a...

Regulators are under constant pressure to demonstrate if and how the regulations they administer, which impose many requirements on various systems and processes, achieve intended societal outcomes. Traditionally, regulators have relied on impact assessments, risk analysis, and cost–benefit analysis to assess compliance with regulations. These meth...

While telehealth services increasingly provide remote care and healthcare resources, patients often stop adhering over time due to perceived usability and usefulness issues. Telehealth personalization was proposed as a service in telehealth research though considering patients’ situations, the service context, and technology improvement. However, w...

Personalizing telehealth services in a manner that accounts for patients' preferences and interaction abilities could significantly improve patient adherence to telehealth treatment plans. We propose a service design method anchored in the concept of Value-in-Use (SerViU) to achieve such personalization. SerViU focuses on the level of patients' per...

Well-Being, Aging, and Health (WBAH) are important aspects of life that affect us all. The requirements for WBAH systems have also become a topic of common interest for researchers from different disciplines. This is unsurprising, given that health-related expenses often represent about 10% of a country's gross domestic product, according to the Wo...

Adhering to preventive behaviours, like social distancing and wearing a mask, can help reduce the spread of some transmissible diseases; however, doing so can be a challenge as it requires people to break established habits. This challenge will be most evident for organisations as they need to ensure that all stakeholders adhere to preventive behav...

A renewed understanding of service as a process of resource application and integration, rather than as digital or physical products, shifts the focus of service engineering to the value-creating relationships among entities within complex socio-technical service systems. This understanding is based on Service-Dominant Logic (S-D Logic), a recogniz...

Introduction Health systems in North America and Europe have been criticised for their lack of safety, efficiency and effectiveness despite rising healthcare costs. In response, healthcare leaders and researchers have articulated the need to transform current health systems into continuously and rapidly learning health systems (LHSs). While digital...

Knowledge-intensive business services (KIBS) are business-to-busi-ness services that are characterized as being knowledge intensive, relying on ex-pert employees, and providing knowledge-based solutions to customers. As a context for service design, KIBS bring unique challenges regarding the need to communicate about value cocreation among companie...

Background The vision of transforming health systems into learning health systems (LHSs) that rapidly and continuously transform knowledge into improved health outcomes at lower cost is generating increased interest in government agencies, health organizations, and health research communities. While existing initiatives demonstrate that different a...

Predictive analytics can provide valuable support to the effective management of pathology facilities. The introduction of new tests and technologies in anatomical pathology will increase the volume of specimens to be processed, as well as the complexity of pathology processes. In order for predictive analytics to address managerial challenges asso...

The Systems Modeling Language (SysML) is a popular and standardized UML profile for systems engineering applications. In addition to seven conventional UML diagram types, SysML supports requirement diagrams and tables that can be used to capture requirements, their attributes, and their relationships. However, several important concepts such as goa...

Context: The Eastern Ontario Regional Laboratory Association (EORLA) is a newly established association of all the laboratory and pathology departments of Eastern Ontario that currently includes facilities from eight hospitals. All surgical specimens for EORLA are processed in one central location, the Department of Pathology and Laboratory Medici...

Abstract

Performance and compliance in hospitals are particularly challenging due to the nature of care variability, and the human- intensive clinical activities involved. There is a need to collect fine-grained measurements to enact performance and governance effectively. Modern wearable technologies, such as smart watches, provide a significant opportunit...

Knowledge-intensive business services (KIBS) are a distinct category of business-to-business services, with unique implications for current understandings of value within the field of service science. KIBS engagements often involve multiple stakeholders with sometimes differing assessments of value. Moreover, stakeholders’ assessment of value is no...

We briefly describe the design of a course on “Systems Analysis and Process Innovation”, focusing especially on its project assignments. Students are introduced to process modeling and data modeling, followed by i* and Val- ue Network modeling. In their project assignments, students apply these model- ing techniques to real organizational settings...

First year professional Master’s students at the Faculty of Infor- mation, University of Toronto are taught how to analyze problem domains us- ing i* modeling in the final segment of the introductory course on “Systems Analysis and Process Innovation”. Over the past several years, the course in- structors and teaching assistants have had the opport...

Current modeling approaches for designing services do not address the characteristics of collaborative business-to-business (B2B) service engagements. Yet, these types of service engagements, for example R&D services and other knowledge-intensive business services, are key components of industrialized economies. We identify the requirements of a mo...

This article proposes to conceptualize service system entities as intentional agents in order to account for the high-level interests and expected benefits that drive their interactions. Such a conceptualization offers a useful ground for the design of service systems through agent-oriented modeling, in particular i* (short for distributed intentio...

Health care aides (HCAs) are the backbone of the home care system and provide a range of services to people who, for various reasons related to chronic conditions and aging, are not able to take care of themselves independently. The demand for HCA services will increase and the current HCA supply will likely not keep up with this increasing demand...

Knowledge-intensive business services (KIBS) play an important role in industrialized economies, yet little research has focused on how best to support their design. The emerging understanding of service as a process of value cocreation could provide a relevant framework for KIBS design. However, we first need to better understand how value is actu...

There has been much interest in the design of social websites and an increasing use of social tools for group work in organizations. Recommendations and design guidelines have been developed that guide designers in building certain aspects of social network and social media sites from scratch. However, there has been little investigation into trans...

Socially-oriented technologies are growing in importance and are increasingly being used in organizations. There is an opportunity to enhance customer interactions in service offerings using social features, yet the incorporation of social features into information systems has been largely unexplored. In this paper, we propose a modeling extension...

One of the most difficult problems that humanity currently faces is the sustainable development of our society, i.e. how to meet the needs of the present without compromising the ability of future generations to meet their own needs. Solving this challenge requires a multidisciplinary approach where researchers with different backgrounds combine th...

The quality of education for doctoral students is closely linked to the quality of the research they undertake. Benefiting from technological advances, new distributed and collaborative research practices can be witnessed. The concept of e-science has emerged and evolved to the concept of e-research. These concepts bring about a new research philos...

MENTOR is a multidisciplinary research training program for graduate students in research field of mobility and posture disorders. Its members are distributed in a number of institutions across Montreal, creating challenges for the processes of collaborative research, joint supervision and scientific immersion. The purpose of our research project i...

More and more CoPs have chosen virtual environments and services to support their activities. However, recent research has underlined several problems: the lack of adequate scaffolding in terms of technical support and appropriate use of technology for communication and collaboration, the lack of tools and virtual environments to support real-life...

This deliverable presents the participatory design methodology of the PALETTE project and some first results of the implementation of this process. Some principles of the Actor Network Theory and of the Agile Methodology are embedded in the different stages of this methodology whose twelve stages (described in details in the last section) will be t...