1,721,103 research outputs found
Triggering Service Employees' Empathy through Design Methods
Full text linkEmpathy is key in user-centered design. It drives designers to take users’ perspectives to understand their experiences. Moreover, empathy is vital for service companies as it ensures quality, fosters customer loyalty and forgiveness, and ultimately improves customer satisfaction. Empathy supports the service employees’ awareness of their role in users’ experience (even those without design background). At the organizational level, empathy is the ground for breaking silos between teams and increasing overall user experience maturity. However, the methods and processes for triggering service employees’ empathy are still under-researched. Design research needs more studies on empathic methods to train service employees’ empathy. The field also needs more research on measuring empathy in a design context to deepen knowledge of empathy mechanisms. This knowledge will help designers shape their empathic design approach and observe the empathy tendencies evolution of the other service employees after participating in empathic design interventions.
Our research investigates the use of empathic design methods to promote the understanding of customer experiences inside an organization and deliver high-quality experience services. How do empathic design methods influence service employees’ empathy towards users? We studied three empathic methods to trigger employees’ empathy inside the Luxembourgish railway service company (CFL): the physical journey map, the love and breakup method, and the co-creation method. In parallel, we developed and validated a self-reported measurement instrument, the Empathy in Design scale (EMPA-D), measuring three dimensions of service employees’ empathy: emotional interest and perspective-taking, personal experience, and self-awareness.
Researching methods triggering and measuring service employees’ empathy is primordial for supporting the design of services through user-centric approaches. This thesis brings reflections and guidelines to consolidate empathic methods and research on empathy in design
Going Beyond Counting First Authors in Author Co-citation Analysis
Full text linkThe present study examines one of the fundamental aspects of author co-citation analysis (ACA) - the way co-citation
counts are defined. Co-citation counting provides the data on which all subsequent statistical analyses and mappings
are based, and we compare ACA results based on two different types of co-citation counting - the traditional type that
only counts the first one among a cited work's authors on the one hand and a non-traditional type that takes into
account the first 5 authors of a cited work on the other hand. Results indicate that the picture produced through this non-traditional author co-citation counting contains more coherent author groups and is therefore considerably clearer. However, this picture represents fewer specialties in the research field being studied than that produced through the traditional first-author co-citation counting when the same number of top-ranked authors is selected and analyzed. Reasons for these effects are discussed
Designing for walking meetings : promoting a healthier practice of meetings through data physicalization
No full textLAUREA MAGISTRALELe riunioni a piedi sono una soluzione promettente per i comportamenti sedentari sul lavoro. Questa pratica salutare consiste nel condurre una riunione all'aperto mentre si cammina. La tesi combina Design e Semiotica per esplorare e studiare incontri a piedi. Sono stati condotti diversi test per comprendere le opportunità e gli ostacoli, raccogliere le prime impressioni dei dipendenti sulle riunioni a piedi ed esplorare lo spazio di progettazione. Sebbene gli impiegati abbiano un'opinione positiva di questa pratica, non la implementano nelle loro routine di lavoro. In che modo la fisicalizzazione dei dati può coinvolgere gli impiegati con dati personali e professionali per incoraggiare i dipendenti a tenere riunioni ambulanti nelle aziende? Questa tesi si propone di progettare incontri ambulanti concentrandosi sui momenti di scelta. Contribuisce a esplorare e valutare i modi per spingere i dipendenti attraverso la fisicizzazione dei dati. La creazione di un artefatto di ricerca ci consente di identificare i momenti chiave del processo decisionale ed evidenziare le opportunità e le sfide legate all'integrazione delle riunioni a piedi negli ambienti di lavoro.Walking meetings are a promising solution to sedentary behaviors at work. This healthy practice consists in conducting an outdoor meeting while walking. The thesis combines Design and Semiotics to explore and study walking meetings. Several tests have been conducted to understand the opportunities and obstacles, collect employees’ first impressions of walking meetings, and explore the design space. Although office workers have a positive opinion of this practice, they do not implement it in their work routines. How can data physicalization engage office workers with personal and professional data to encourage employees to do walking meetings in companies? This thesis aims to design for walking meetings by focusing on the moments of choice. It contributes to exploring and assessing ways of nudging employees through data physicalization. The creation of a research artifact enables us to identify the key moments of decision-making and highlight the opportunities and challenges related to the integration of walking meetings in work environments
Variations on the Author
Full text link“Variations on the Author” discusses two of Eduardo Coutinho’s recent films (Um Dia na Vida, from 2010, and Últimas Conversas, posthumously released in 2015) and their contribution to the general question of documentary authorship. The director’s filmography is characterized by a consistent yet self-effacing form of authorial self-inscription: Coutinho often features as an interviewer that rather than express opinions propels discourses; an interviewer that is good at listening. This mode of self-inscription characterizes him as an author who is not expressive but who is nonetheless markedly present on the screen. In Um Dia na Vida, however, Coutinho is completely absent form the image, while Últimas Conversas, on the contrary, includes a confessional prologue that moves the director from the margins to the center of his films. This article examines the ways in which these works stand out in the filmography of a director who offers new insights into the notion of cinematic authorship
Acceptability and acceptance of autonomous mobility on demand: the impact of an immersive experience
No full textAppropriate Similarity Measures for Author Cocitation Analysis
Full text linkWe provide a number of new insights into the methodological discussion about author cocitation analysis. We first argue that the use of the Pearson correlation for measuring the similarity between authors’ cocitation profiles is not very satisfactory. We then discuss what kind of similarity measures may be used as an alternative to the Pearson correlation. We consider three similarity measures in particular. One is the well-known cosine. The other two similarity measures have not been used before in the bibliometric literature. Finally, we show by means of an example that our findings have a high practical relevance.information science;Pearson correlation;cosine;similarity measure;author cocitation analysis
Disentangling Vulnerability to Manipulative Designs: An Experiential Perspective to Rethink Resistance Strategies
Full text linkManipulative designs or so-called “dark patterns” are design features, patterns and mechanisms that “subvert, impair, or distort the ability of a user to make autonomous and informed choices in relation to digital systems regardless of the designer’s intent'' (Gray et al., 2024). By steering users to make decisions they would not make if fully informed, manipulative designs put users' autonomy at stake, which is associated with a wide range of harms. Some people suffer the consequences of manipulative designs more than others: they are more vulnerable to the harms of these designs. Vulnerability is a position of power imbalance in which users are more susceptible to receiving an impact and less likely to recover from it. Vulnerability is layered, situated, and interpersonal: while everyone can be vulnerable, some can be more vulnerable than others, and the “drivers of vulnerability” are multifaceted elements that place users in such positions of higher risk. With this in mind, I investigated how HCI and design scholarship can contribute to rethinking countermeasures to protect users by understanding the experiences that make users vulnerable to manipulative designs. Therefore, the overall objective of this dissertation is to understand what vulnerability means in the realm of manipulative designs and to help the design community integrate this knowledge into theory and practice. This dissertation first examines practitioners' perspectives and explores how the tensions between persuasive design and manipulation in UX design practice inform vulnerability to manipulative designs. It explains how manipulation can be engineered in interaction design and what tensions practitioners face in their design processes by investigating experienced UX/UI designers with co-creation workshops. This study also provides design guidelines to support practitioners. Following that study, this dissertation examines how HCI can contribute to conceptualising vulnerability in manipulative designs through a multidisciplinary conversation. By understanding the flaws of legal texts in conceptualising vulnerability, we present the different ways in which users may become vulnerable, with a special focus on their ecologies, and provide some tools for legal scholars and policymakers to learn from HCI and design expertise. Building on the idea that context can make users vulnerable, this dissertation explores the contextual aspects that drive vulnerability to manipulative interfaces. To do so, I then report on three main studies relying on qualitative and design research-inspired methods with three traditionally considered vulnerable groups —teenagers, young adults at social exclusion risk, and older adults. First, by studying teenagers’ experiences in three contexts – video games, social media and e-commerce –, this thesis explains the social aspect of manipulative designs and provides contextual harms tied to this population. With this study, I highlight the importance of social relationships as mediators of experiences with manipulative designs. Second, with “magic machines workshops” to understand the experiences of manipulation in older adults, the thesis showcases their needs regarding resisting manipulation. How older adults understand manipulation helped us identify design challenges for counter-interventions. Third, by understanding young adults with lower levels of digital skills and their experiences with manipulative designs, this thesis explains how the imaginaries of manipulative designs are related to the different ways to resist them. Lastly, through a scoping review of existing intervention spaces and the development of an experience map, I discuss potential intervention spaces and design challenges for the community that aim to target situations of vulnerability. Overall, this thesis contributes to the empirical investigation of vulnerability to manipulative designs, reflecting on the experiential vulnerability drivers. Social drivers, interaction drivers, and drivers related to users’ agency mediate their interactions and make them vulnerable. By studying what vulnerability means in the context of manipulative designs, I also identified challenges and opportunity spaces to design counter-interventions for manipulative designs and to prevent users from experiencing situations of vulnerability. This has allowed me to suggest a future direction for the community that reframes the problem of online manipulation as one of vulnerability. To help scholars in this, I provide a template to start with new problems, nuances and approaches for studying and preventing manipulative designs
Dispelling the Myths Behind First-author Citation Counts
Full text linkWe conducted a full-scale evaluative citation analysis study of scholars in the XML research field to explore just how different from each other author rankings resulting from different citation counting methods actually are, and to demonstrate the capability of emerging data and tools on the Web in supporting more realistic citation counting methods. Our results contest some common arguments for the continued
use of first-author citation counts in the evaluation of scholars, such as high correlations between author rankings by first-author citation counts and other citation
counting methods, and high costs of using more realistic citation counting methods that are not well-supported by the ISI databases. It is argued that increasingly available digital full text research papers make it possible for citation analysis studies to go beyond what the ISI databases have directly supported and to employ more
sophisticated methods
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