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Significance of everyday group conversations in defin-ing design problems: Affordances of group chat room for discursivity in design process
No full textThis paper explores the ongoing and nonlinear nature of everyday group conversations afforded by a mobile messaging app. Understanding such interactions can facilitate the awareness of different viewpoints and the emergence of group decisions on elucidating design problems. The exploration is done by analyzing stakeholders\u27 group chat conversations through the lens of small stories, which acknowledges overlooked aspects of everyday communication. Communicative interactions are increasingly relevant to participatory processes of coordinating knowledge, needs, and goals among multiple stakeholders in designing. Meanwhile, communication in goal-oriented workshops and interviews aims for an effective sense-making process and compels the definition of problem and solution. Such an arrangement for communication could constrain the stakeholder\u27s agency to redefine the design problem upon ideating alternative solutions. Therefore, this paper aims to scrutinize a less structured and mundane communication setting and its significance on stakeholder agency to iteratively reconceive the problem at hand
Designing New Phygital Service Experiences for Hospitality
No full textThis qualitative case study explores the blending of physical and digital as phygital experience at the Rovaniemi Local Heritage Museum in the very specific context of periferal Arctic Lapland. The case study builds on participatory design and provides findings and discussions on how to utilize mobile head-mounted eye tracking sensor technology and empathy map as methods in researching phygital customer experiences during the tourism customer journeys in peripheral, remotely situated micro and small-scale organisations. The findings provide tourism, service and experience design researchers, developers, and service providers with relevant information about the future challenge of phygital touchpoint design. The case study worked as a test bed for experimenting, developing and introducing a hospitality service in fragile local context for the larger tourism audience and simultaneously paying attention and care for local community, Sustainable Development Goals and future developments in hospitality context
Transition towards automatic Passenger Boarding Bridge: Themes of task delegation for autonomous airport operations
No full textAutomation technology can bring numerous benefits to manual labor in organizations. However, in practice, disentangling how the evolving automated systems will transform human roles remains challenging, necessitating further exploration of task delegation regarding which tasks can (or can’t) be delegated to automated systems. Building on prior research, our study investigates the perspectives of operators and decision-makers involved in automation projects, specifically focusing on Passenger Boarding Bridges in airport airside operations. By conducting six in-depth interviews, we identified twelve themes that emerged across four dimensions, highlighting practical considerations for task delegation between humans and automated systems. The empirical findings indicate that high-precision tasks are suitable for delegation to automated systems, whereas tasks involving clear communication and meticulous inspection are better suited for humans to lead. The research offers practical insights for task delegation, contributing to design research in human-centered considerations when implementing automation in practice
Missing the bus: A toolkit for amplifying unheard voices of women commuters in India
No full textInequity in access is created when infrastructure and services are created for the de-fault \u27generic user\u27. Mobility has long been a key factor in empowerment of women, defining how women navigate their personal and professional lives. The number of women using public buses in India has remained low. Policy formulation for large populations is driven by statistical analysis and data models that do not account for marginalized groups. The present toolkit used to develop the comprehensive mobility plan for Indian cities lacks the tools to elicit tacit needs and requirements of such citizens. To address this gap, we designed a tangible toolkit to evolve a context-sensitive participatory design research methodology for public transport that aids requirement capture of user predicaments and aspirations. This paper details the methodology followed in the development of the toolkit, including selection of design considerations, materials and processes, design iterations and refinements after pilot study
Reimagining trustworthy robot fleets with animal analogies
No full textIn the future, multi-agent robot fleets will be important for domains like agriculture, space exploration, and air combat. Trust of human-machine teams is needed to make the teams resilient to the faults of both human and robot teammates. Trust in multi-agent systems is often fragile: if any agent in the system is less reliable than the others, people will stop interacting with all of them. Studying relationships in human-animal systems can provide useful insights into designing human-robot systems. We present a method for gathering insight into how humans, working with animal systems think about the relationships between the individuals and the whole, and suggest how animal system models can be used as analogies and practical design features for the design of robot systems in order to increase trust. Using a more-than-human approach in design research phase of human-robot interaction, supports more secure collaboration between humans and robot systems
Unified Patient Portal: engaging patients throughout the genetic testing journey
No full textPatient Empowerment (PE) has increasingly gained popularity in shaping the framework of healthcare systems. We present a case study at Natera, where we designed a patient-centric portal aimed at fostering patient engagement throughout the genetic testing journey. Through a patient-centric approach, we present the design process of creating a portal for patients to take control over their genetic tests. This is followed by the user research we conducted utilizing cognitive walkthrough and think-aloud methodologies. This is then followed by analyzing the data gathered through the user research conducted with organ health patients. We then conclude by presenting findings and outlining preliminary design implications. This research aims to shed light into the needs of patients for engaging with digital technology in the context of genetic testing
An Inquiry into the Relationships Among Design Learning, Metacognitive Awareness, and Academic Goal Orientation
No full textThis study examines the relationship between students\u27 metacognitive awareness, academic goal orientations, and design course grades as a design learning criterion in design education and proposes improvements for future design education. Based on the view that metacognitive awareness and academic goal orientations are important in student\u27s academic success, this study investigates whether there is a difference among students with different metacognitive awareness levels concerning their academic goal orientations and design course grades. The study was carried out with 84 undergraduate architecture students. Students were divided into two groups: students with high and low metacognitive awareness levels using the non-hierarchical cluster analysis method. Metacognitive Awareness Inventory and Academic Goal Orientation Questionnaire were used in the study. The results indicate that there is a statistically significant difference between the two groups, and it is a large effect size. Additionally, relationships between goal orientation, grades, and metacognitive awareness were determined
Exploring app-based affective interactions for people with rheumatoid arthritis
No full textThe mental and emotional burden of living with a chronic disease, such as Rheumatoid Arthritis (RA), calls for a better understanding of how we can support people in coping through affectively designed healthcare technologies. This paper presents findings from an ongoing research project concerned with redesigning an existing self-tracking app towards better supporting affective dimensions of living with RA. On the basis of an exploratory, intervention-based design study, we present three overall affective needs feeding into three design opportunities for cultivating affective and emotional dimensions in the redesign of the app; 1) creating a digital room for emotional response, 2) offering a space for mindfulness and 3) helping people to own their RA story. Our results emphasize the need for HCI and design researchers to approach the design of healthcare technology holistically, which includes exploring affective interactions that empower people to develop more sustainable coping strategies
Synergizing human expertise with AI: The role of LLMs in user research
No full textTraditional design practice primarily relies on human designers\u27 skills and knowledge for problem solving. With the advent of Large Language Models (LLMs), there is a significant possibility of leveraging the language processing capabilities to assist designers in increasing the speed, rigor, and effectiveness of various design activities. In the context of service design projects, we embarked on an investigation of utilizing LLMs to streamline labor-intensive tasks such as analyzing user research data more effectively. Through our investigation, we propose a mixed LLM-human approach in the Design Process, especially for qualitative data analysis. This paper discusses our observations from the investigation of leveraging LLMs for qualitative data analysis in a service design project and elaborates the proposed approach. We believe that these learnings hold broader relevance for the design discipline, empowering designers to delegate tedious design tasks to AI (LLMs), thus optimizing their workflow and productivity
The co-design participatory power pyramid
No full textThis paper presents an innovative co-design participatory power pyramid, which foregrounds how people living with dementia (PLWD) are (and can be) involved in co-design projects. The pyramid provides a scale of participant involvement in co-design activities based on the premise that design is a process that encom-passes a series of interlinked activities, actions, and thinking that, when com-bined, result in a designed outcome. The co-design participatory power pyramid has been created to define and better understand the spectrum of co-design projects when working with PLWD. However, it is anticipated that the frame-work will be applicable to other co-design research practices. The pyramid makes explicit the differences between co-design projects labelled as ‘to’, ‘for’, ‘with’ and ‘by’. The paper provides examples to highlight how the framework is an appropriate tool as it encourages self-empowerment in collaboration and inde-pendence in action that are perceived to be aspirational in co-design activities