Lecturer & Consultant, Digital Innovation & Design Practice


Ms. Saisudha Rajagopal is a highly experienced digital innovation practitioner and founding member of the NUS-ISS Service Innovation Practice. Through her research in Service Design Methods, she has been instrumental in evolving an engaging and practical curriculum for service innovation, delivered through corporate training courses, executive classes, and NUS Master of Technology programmes.

With a software background, Saisudha has been in the IT Industry since early 1990s, and was involved in implementing early internet technologies in the banking sector. Going on to work for organisations such as Motorola Electronics Pte. Ltd., where she successfully managed the real-time production of quality systems for cable modem and cellular phones factory, she built expertise in aligning IT projects, from conception to delivery, with strategic business objectives. 

Saisudha is an experienced change advocate, with record of implementing successful transformation projects through change management and culture change. She has conducted and facilitated lectures and workshops to effect Digital Transformation with the use of Service Innovation, Service Design, Design Thinking, Agile and User Experience Design for corporate customers, from both public and private sector. She has also provided consultancy, mentoring and coaching to derive innovative business opportunities (services/ products) that mitigate the business risks posed by technological advancements, particularly in MedTech and FinTech fields.

She is credited with championing mobile application development, User Research and Digital Innovation projects from conception to delivery for MNCs, banks, government agencies and educational institutions using traditional waterfall and/or modern agile, UX and Lean UX software practices.

Based on her research and field consulting on ‘Customer Experience’, ‘Service Systems’, ‘Systems Thinking’, she has published research papers on topics relating to medical tourism, branch banking experience and others.

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

Journal Articles

  • 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

Project Experience

  • Delivered large-scale customized Service Design and Design Thinking workshops for corporate customers such as GovTech, NCS, Daimler Financial Services, CapitaLand, 2016 -2017
  • Delivered Innovation and Service Design Training programmes funded under the Skills Future for individuals and corporations such as SPRING Singapore, NUS Libraries, Singapore Police Force, 2015 - 2017
  • Co-facilitated workshops for Financial institutions such as UOB, RHB, GIC, Great Eastern, RGA, and Healthcare institutions such as Jurong Health, MOH and other organisations such as Accenture, SGEnable, 2014 - 2017
  • Conceived and Managed the ideation, development and delivery of digital projects.
    • Social Outcomes Measurement Toolkit - A framework and toolkit to assess the impact of projects funded by Tote Board-Enabling Lives Initiative (TB-ELI), 2017
    •  Service Design Toolkit - A customer journey mapping application for classroom and research use, 2016-2017.
    • MyQre & PillPal – Mobile Applications to support out patients for their clinical requirements and chronic disease patients for their pill administration, 2016 - 2017
  • Conducted User Research through Ethnography, Eye-tracking, Customer Journey Mapping for Major Singapore Banks, 2016.
  • Conducted ethnographic user research for the Singapore Police Force to understand, assess and propose Digital Strategy for their E-Services, 2015
  • Designed and conducted exhaustive exploratory research with all employee groups related to lease process and Created a blueprint of group standardized customer-centric lease process incorporating all the ‘To be’ aspects elicited from the interactions, 2015

What I Teach

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