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Full-Text Articles in Arts and Humanities

Beyond Service Design: Understanding Complex Challenges On A Systemic Level, André Santos, Helena Sustar Jul 2023

Beyond Service Design: Understanding Complex Challenges On A Systemic Level, André Santos, Helena Sustar

ServDes Conference Series

Traditional user-centred design methodologies are no longer adequate for addressing the new way of thinking required by today's global challenges, considering the systemic complexity that service design has now reached. This paper addresses how a systemic approach can support service design practices to understand, map and represent complex challenges such as rural fires. The research methods include a systemic design approach that provides an in-depth view of the system and the institutional structure by identifying the actors and their relationships and unpacking the current issues. Moreover, this paper identifies intervention areas and suggests recommendations: more involvement and collaboration between the …

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Rapid Service Design For Service Continuity In Pandemic-Like Disruptions, Bhaskarjyoti Das, Ravi Mahamuni, Sylvan Lobo Jul 2023

Rapid Service Design For Service Continuity In Pandemic-Like Disruptions, Bhaskarjyoti Das, Ravi Mahamuni, Sylvan Lobo

ServDes Conference Series

The COVID-19 pandemic has impacted employees’ lifestyles as well as organizational service experiences. Disrupted service experiences have led to changes in employee well-being, behavior, and responses, disrupting existing organizational structures and leading to diminished effectiveness of workplace and workforce management. Employee satisfaction at work has become more crucial post-pandemic for retaining employees in the organization. To thrive in the postpandemic situation, offering improved flexibility and adaptability in the employee lifecycle will enable employees to respond and recover faster and better. In this paper, we analyse the employee service experience problems and disruptive scenarios that have occurred due to the pandemic. …

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Telemedicine Services In Brazil: Using Service Design To Analyze Experiences, Larissa Farias, Carla Cipolla Jul 2023

Telemedicine Services In Brazil: Using Service Design To Analyze Experiences, Larissa Farias, Carla Cipolla

ServDes Conference Series

Due to its long regulatory process, telemedicine is an immature service modality in Brazil. With the coronavirus pandemic, users experienced for the first time remote care in the face of quarantine and social isolation. This study analyzes the experience of beginner users in telemedicine services during the period of the COVID-19 pandemic. The analysis was based on the context of service design where people were interviewed and tools such as blueprint, user profile and brainstorming were used in the process. With these tools, the analysis process became agile to identify the complaints and expectations of users by visually understanding the …

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Disaster Insurance And Risk Transfer Mechanisms For Natural Disasters – Challenges And Opportunities For A New Service Discussed In Literature Reviews, Cássio Maduro, Tharcisio Fontainha Jul 2023

Disaster Insurance And Risk Transfer Mechanisms For Natural Disasters – Challenges And Opportunities For A New Service Discussed In Literature Reviews, Cássio Maduro, Tharcisio Fontainha

ServDes Conference Series

Climate change is increasing the risks, frequency and intensity of disasters related to extreme weather events. In this context, the academic literature has suggested disaster insurance as a potential financial tool. Therefore, the research investigates the challenges and opportunities in developing disaster insurance as a financial service related to disaster risks. The research adopts a systematic literature review in the Scopus and Web of Science, identifying 81 other literature reviews on the theme, resulting in the analysis of 15 papers. The results describe the state of the art in terms of topic, location, disaster and insurance types. The analysis indicates …

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How Can We Adapt Service Blueprint For Future Crises? Lessons Learned From Government Services Under Covid-19, Shin Okamoto, Daijiro Mizuno Jul 2023

How Can We Adapt Service Blueprint For Future Crises? Lessons Learned From Government Services Under Covid-19, Shin Okamoto, Daijiro Mizuno

ServDes Conference Series

COVID-19 crisis highlighted some wicked challenges in designing government services. While no standardized solution was found, government workers responded flexibly to uncertain situations. Service Blueprint (SB) is one of the useful design tools to understand, analyze, plan, and implement government services. However, it does not flexibly adapt to unsystematized information and unconventional services. Although SB needs adaptability for such uncertainty issues, there have been few studies on SB in governments under COVID-19. Therefore, this study explores how to adapt SB to government issues for future crises. A qualitative study of COVID-19 vaccination services in Hino Town, Japan found five flexible …

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Challenges Of Service Design And User Experience Design In E-Commerce After Covid-19 Pandemic, Louise H R Mangia, Manuela Quaresma Jul 2023

Challenges Of Service Design And User Experience Design In E-Commerce After Covid-19 Pandemic, Louise H R Mangia, Manuela Quaresma

ServDes Conference Series

Service Design (SD) and User Experience Design (UXD) share the focus on user experience which is required for a broader design perspective along the customer journey through different touchpoints. User experience has been intensified by e-commerces during COVID-19 pandemic to create rapid solutions for these digital consumers. The objective of this paper is to address the challenges of UXD and SD integration in e-commerces during pandemic. In this context, the literature has shown that SD and UXD are facing challenges, particularly related to integrated product-service solutions. This integrated perspective has promoted a better user experience in complex systems characterized by …

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How The Covid-19 Changed The Urban Mobility Ecosystem: A Perspective For New Hybrid Services, Jessica Leão, Teresa Sarmento, Vladimiro Feliz Jul 2023

How The Covid-19 Changed The Urban Mobility Ecosystem: A Perspective For New Hybrid Services, Jessica Leão, Teresa Sarmento, Vladimiro Feliz

ServDes Conference Series

The unfettered expansion of cities is pushing our environment to the brink, as it faces a slew of unprecedented challenges that are intensifying the already critical issue of climate change. Part of the responsibility is due to the high carbon emissions generated by transport, rising demand for transportation, and an increased digitalized world where e-commerce grows. Mobility patterns changed during the last two and a half years due to the pandemic restrictions and consequent lifestyle changes. This paper focuses on a study in the city of Porto, Portugal. It contributes to an understanding of the main changes in frequency and …

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Services For Drought: The Co-Creation Value Of Adopting Process Model As A Tool To Improve The “Carro Pipa” Operation In Brazil, Ana Paula Pereira Maiato Nascimento, Híngred Ferraz Pereira Resende, Tharcisio Cotta Fontainha Jul 2023

Services For Drought: The Co-Creation Value Of Adopting Process Model As A Tool To Improve The “Carro Pipa” Operation In Brazil, Ana Paula Pereira Maiato Nascimento, Híngred Ferraz Pereira Resende, Tharcisio Cotta Fontainha

ServDes Conference Series

Drought is a major worldwide disaster involving water distribution for a dispersed population in a vast area, which consequently demands the engagement of different stakeholders. While process models contribute to improving disaster and humanitarian operations (DHO), their contribution as a co-creation tool is not discussed in the DHO literature. Thus, this research aims to discuss the co-creation value of using the process model as a tool to improve the drinking water distribution service in response to the drought. The research adopted the case study methodology to investigate Brazil's “Carro Pipa” operation. The main challenges and opportunities include different sources of …

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Wicked Strategies: Comparing Evolved Double Diamond And Ppg’S Framework For Strategy Creation For Wicked Problems In Service Design, Sari Kotaniemi, Mari Suoheimo, Satu Miettinen Jul 2023

Wicked Strategies: Comparing Evolved Double Diamond And Ppg’S Framework For Strategy Creation For Wicked Problems In Service Design, Sari Kotaniemi, Mari Suoheimo, Satu Miettinen

ServDes Conference Series

Wicked problems are present in many of the services that service designers design as in healthcare, social work or sustainable transportation. Camillus (2008) argued that wicked problems often increase as an organisation faces constant change or unprecedented challenges. These challenges need models on how to tackle them and in this article we will compare the Evolved Double Diamond model with PPG Industries’ framework for responding to wicked problems, as presented by Camillus (2008). Both models are used to create a strategy for the context of wicked problems: a new Evolved Double Diamond model that addresses especially complex problems. It is …

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Potential And Pitfalls Of Using Service Design To Facilitate Soundscape Thinking In City Making, Federico Di Fresco Paganini, Luca Simeone Jul 2023

Potential And Pitfalls Of Using Service Design To Facilitate Soundscape Thinking In City Making, Federico Di Fresco Paganini, Luca Simeone

ServDes Conference Series

Soundscape thinking - i.e., the capability to consider the experiential possibilities offered by a sound environment - has been characterized as critical for all those design activities connected to city making. Yet, traditional design disciplines operating within the urban domain (architecture, urban planning, service design, etc.) do not routinely engage with processes that systematically identify, control, and change soundscapes. This paper explores how customized service design methods - user journey, service blueprint, and a facilitation toolkit - have been envisioned and piloted within the context of a service design project anchored to the main football stadium of Copenhagen. These methods …

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Service Design For Inclusion And Accessibility At Higher Education Institutes, Saksham Panda Jul 2023

Service Design For Inclusion And Accessibility At Higher Education Institutes, Saksham Panda

ServDes Conference Series

Design for care and support is slowly taking shape in developing nations. Disability support services are yet to find their place in Indian universities. Residential higher education provides a cohesive ecosystem of holistic growth. Students with disabilities have been devoid of these growth opportunities due to the absence of an equitable environment. This paper presents a model to establish inclusion and accessibility services for students with disabilities in residential higher education institutes. The service model results from participatory research and design thinking led co-creation with the students with disabilities at a pioneer residential university. The service design approach considers both …

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Autoethnographic Study Of Applying Service Journeys To Asylum Applications, Mari Suoheimo, Tetiana Dubovenko, Ted Matthews, Satu Miettinen Jul 2023

Autoethnographic Study Of Applying Service Journeys To Asylum Applications, Mari Suoheimo, Tetiana Dubovenko, Ted Matthews, Satu Miettinen

ServDes Conference Series

Just as the COVID-19 pandemic was starting to fade, the Russia–Ukraine conflict erupted into a large-scale war. This caused a new influx of refugees to many European countries. In this case study, through an autoethnographic service journey, we investigate the process of applying for asylum in Norway. We aim to understand the parts of the journey that work well and the issues that still require attention. By analysing the data collected, we can see that there are two main underlying issues, which are creating transparency and building trust between the applicant and the service system involved in asylum seeking processes. …

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Citizens’ Wishes And Issues For Urban Mobility Services Of Rio De Janeiro, Manuela Quaresma, Bárbara Fonseca, Mariana Burlamaqui Jul 2023

Citizens’ Wishes And Issues For Urban Mobility Services Of Rio De Janeiro, Manuela Quaresma, Bárbara Fonseca, Mariana Burlamaqui

ServDes Conference Series

Smart cities have been the target for the development of several technologies, notably in the field of urban mobility. However, issues related to citizens' commuting need to be addressed beyond technology but focusing on the population and the context in which they live. This paper aims to discuss citizens' wishes and issues for the city of Rio de Janeiro to think about how we can achieve the so-desired smart city. From design workshop sessions with citizens, we intended to understand, through a dynamic in thinking about wishes for a short- and long-term future, which solutions we can give for the …

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Local Resilience Through Design: A Theoretical Framework For Territorial Regeneration., Stefania Palmieri, Mario Bisson, Alessandro Ianniello, Riccardo Palomba, Luca Botta Jul 2023

Local Resilience Through Design: A Theoretical Framework For Territorial Regeneration., Stefania Palmieri, Mario Bisson, Alessandro Ianniello, Riccardo Palomba, Luca Botta

ServDes Conference Series

The technological revolution and the current desire to reconnect with the land provide opportunities to design innovative relationships between citizens and communities for the development of regenerative activities and practices that lead to the creation of common welfare. The rural context is inclined to design strategies that involve significant changes in lifestyle by intervening in various fields with practices and activities aimed at territorial regeneration. Through different approaches, value and trust are created to co-design possible futures and transitional pathways to them. The aim of the paper is to propose a theoretical framework that considers the methodologies and activities typical …

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Adopting A Co-Design Approach To Foster Collaborative Capacity And Reflexivity In Social Prescribing. A Service Ecosystem Design Perspective, Isabel Farina, Daniela Sangiorgi, Marcello Bertotti, Emanuele Torri, Sonia Dias, Maria J. Marques, Regina Alves Jul 2023

Adopting A Co-Design Approach To Foster Collaborative Capacity And Reflexivity In Social Prescribing. A Service Ecosystem Design Perspective, Isabel Farina, Daniela Sangiorgi, Marcello Bertotti, Emanuele Torri, Sonia Dias, Maria J. Marques, Regina Alves

ServDes Conference Series

The article aims to explore potential areas of intervention by Service Design to enhance the non-clinical intervention called Social Prescribing (SP). We propose the example of two co-design workshops delivered as training modules for a pilot study in Portugal and in Italy for young people defined as NEETs (Not in Education, Employment or Training) informed by a previous case study research based in the UK where SP is established. We would like to discuss the “collaborative capacity” role that design can play as it will support the future emergence of co-creative activities in the ecosystem generated by Social Prescribing. This …

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Exploring Storytelling Approach With Service Design To Create Empathetic Experiences For Adolescents Living With Hiv: A Case Study, Priyank Sagar, Ravi Mahamuni, Vasundhara Agrawal, Shirish Darak, Vijaya Jori, Sandeep Athavale Jul 2023

Exploring Storytelling Approach With Service Design To Create Empathetic Experiences For Adolescents Living With Hiv: A Case Study, Priyank Sagar, Ravi Mahamuni, Vasundhara Agrawal, Shirish Darak, Vijaya Jori, Sandeep Athavale

ServDes Conference Series

In India, a significant number of children live with HIV. Due to a lack of awareness and social stigma, they do not make timely and responsible life decisions around intimacy and HIV status disclosure. In this paper, we share our experience of collaborating with Prayas Health Group (PHG), a prominent Non-Government Organization in Maharashtra (India) that is dedicated to enriching the lives of HIV patients. We used Service Design methods to create a solution that disseminates essential information and enables Adolescents Living with HIV (ALHIV) to make informed life decisions. The solution is an interactive story media where adolescents make …

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Community-Based Design Thinking: A Moment Or A Movement?, Danielle Lake, Phillip Motley, Kathleen Flannery, Tracey Thurnes, Audrey Mangili Jul 2023

Community-Based Design Thinking: A Moment Or A Movement?, Danielle Lake, Phillip Motley, Kathleen Flannery, Tracey Thurnes, Audrey Mangili

ServDes Conference Series

This paper assesses the value and limitations of a two-year community-engaged design thinking initiative across one county in the southeast United States. Initiative goals were to foster the design of more inclusive and holistic public health community-based services with underserved communities, institutionalize and socialize community-based design within a public health framework, and build organizational and individual capacities. Findings indicate the acquired design thinking processes transformed mental models, fostered new relationships, and built skills. Findings surfaced challenges related to grant and time constraints as well as organizational differences. Recommendations for service design practitioners and researchers seeking equity-centered, community-first practices are noted, …

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Implementation Of Design Tools For Relational Thinking In Design For Social Innovation - A Pluralistic Perspective From Weitou Village’S Oyster Reef Restoration Project, Jixiang Jiang, Yizao Wu, Shu Zhang Jul 2023

Implementation Of Design Tools For Relational Thinking In Design For Social Innovation - A Pluralistic Perspective From Weitou Village’S Oyster Reef Restoration Project, Jixiang Jiang, Yizao Wu, Shu Zhang

ServDes Conference Series

When faced with an increasingly complex environmental crisis, the topic of an ontological transition from the current dualistic-driven ontology to a relational one is gaining importance in multidisciplinary discussions. Modern design has been considered as an essential part of the responsibility for the current crisis, and transformation is imminent (Fry, T., 2019; Fry, T., & Tlostanova, M., 2020). Moreover, a key research direction is emerging: to open up design ontology discussions by incorporating pluralistic cultural perspectives. Service design has grown dramatically in China in recent years (ArtTech innozone&CSDC,2020). On one hand, its development has included many Western-centered design paradigms and …

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What Is The Value Of Using A Non-Accessible Service For Users With Disabilities?, Nayara Sardella, Manuela Quaresma Jul 2023

What Is The Value Of Using A Non-Accessible Service For Users With Disabilities?, Nayara Sardella, Manuela Quaresma

ServDes Conference Series

The subject of accessibility has been gaining prominence and space in the academic literature in recent years, with the advance of technology. However, there is still little discussion about the challenges designers face in applying accessibility to digital interfaces in a dynamic environment, such as the job market, and the impact this has on the accessibility of the interface and the service provided. This paper aims to bring a discussion and reflection about how the process of applying accessibility in interfaces happens inside organizations and how designers deal with the subject – raising questions regarding the value in use of …

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When Service Design Meets Social Impact: Process And Mindset Used To Contribute To The Public Policy To Reduce The Overpopulation In Brazil’S Prison, Renata Martinez, Jessika Lima, Leandro Celes Jul 2023

When Service Design Meets Social Impact: Process And Mindset Used To Contribute To The Public Policy To Reduce The Overpopulation In Brazil’S Prison, Renata Martinez, Jessika Lima, Leandro Celes

ServDes Conference Series

Brazil has the third largest prison population in the world, 682,100 people, and this number is growing faster than the global average (Programa Fazendo Justiça, 2022). In this scenario, the Fazendo Justiça Program has its relevance compromised with the United Nations Agenda 2030 to promote peaceful and inclusive societies for sustainable development, providing access to justice for all and building effective, accountable and inclusive institutions at all levels. The program has 28 actions that unfold into various initiatives. The focus will be on one of the projects: The implementation of the new module of Alternative sentences and Measures to imprisonment …

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Rapid Service Design Method For Services With Robots In Healthcare Facilities Under Covid-19, Satoru Tokkuhisa, Tetsuro Morimoto Jul 2023

Rapid Service Design Method For Services With Robots In Healthcare Facilities Under Covid-19, Satoru Tokkuhisa, Tetsuro Morimoto

ServDes Conference Series

Under the influence of COVID-19, rapid research and design are required for the service design process, and even before COVID-19, there were expectations for the adoption of service robots as an answer to labour shortages in the medical field. Against this background, we developed a method for rapid service design method to organise services with robots under COVID-19. This method aims to achieve rapid service design based on behavioural change by introducing rapid ethnography and behavioural design into the research, analysis, design and evaluation steps. To test this method, we implemented two services in two months. The results of the …

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Reconsidering (Service) Design In View Of Systemic Challenges: Insights From A Quantum Theoretical Perspective, Ingo Oswald Karpen, Melis Senova Jul 2023

Reconsidering (Service) Design In View Of Systemic Challenges: Insights From A Quantum Theoretical Perspective, Ingo Oswald Karpen, Melis Senova

ServDes Conference Series

(Service) designers must increasingly navigate complex and interconnected challenges in their daily work. In response, new design practices are emerging that are more systemic and strategic in their orientation. However, there is insufficient discussion about, or questioning of, the onto-epistemological foundations of design and their appropriateness in the emerging context. This paper aims to support the service design discipline in its transition towards conceiving of and responding to systemic challenges as entangled phenomena. To do so, we draw on quantum mechanics, specifically a Baradian view, which centres on the notion of entanglement and enactment to understand and navigate the world. …

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Detecting Tech-Driven Inequalities: A Service Design Framework, Qiling Long, Dan Mu, Kin Wai Michael Siu, Joseph R. Peissel Jul 2023

Detecting Tech-Driven Inequalities: A Service Design Framework, Qiling Long, Dan Mu, Kin Wai Michael Siu, Joseph R. Peissel

ServDes Conference Series

Technological growth is realizing an ever more intelligent and convenient future. But is this future equal, and what role does service design hold in addressing, or exacerbating, these inequalities? The relationship between technology and inequality is fluid, moving from the elimination of existing inequalities to the creation of new ones, and service design has the potential to impact this relationship. However, current literature to identify this potential is limited, with service design’s contribution to the technology-inequality-design nexus not clearly identified. This paper analyses the mutual relationship between technology, inequality, and service design, and proposes a novel framework incorporating four dimensions …

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Local Particularities In Regional Social Innovation: A Case Study Of Rural Stay Program In Mungyeong, South Korea, Punyotai Thamjamrassri, Hoyong Kang, Yong-Ki Lee Jul 2023

Local Particularities In Regional Social Innovation: A Case Study Of Rural Stay Program In Mungyeong, South Korea, Punyotai Thamjamrassri, Hoyong Kang, Yong-Ki Lee

ServDes Conference Series

Rural decline threatens sustainable development, leading to lower life quality and environmental degradation. To revitalize regional areas and address youth unemployment problems, the Korean government established a Youth Village program to attract young people to rural towns and set up new businesses. A rural town, Mungyeong, was chosen as a case study to investigate its rural stay program, motivations, and outcomes. Based on the report review and preliminary interview with the program organizer, we identify the program’s strengths, weaknesses, and critical success factors. The issues are then examined through a cultural lens to identify cultural and regional differences that may …

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Florence Price: Forgotten No More, Kathryn E. Amdahl Jun 2023

Florence Price: Forgotten No More, Kathryn E. Amdahl

2023 Symposium

Florence Price was a composer and musician who lived from 1887 to 1953. She composed music in every genre except for opera. The music of Florence Price traveled practically everywhere; from the radio to the concert halls to the church. Throughout her life, she became well-known as the first African American female composer who was featured by a major symphony. Florence Price was tenacious, brave, and courageous during her era which contributed to the level of acceptance that society now holds for African American composers. Despite the challenges she faced during her lifetime, she never gave up or collapsed due …

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The Blank White Paper As A Disobedient Object, Yiying Wu, Karthikeya Acharya Jun 2023

The Blank White Paper As A Disobedient Object, Yiying Wu, Karthikeya Acharya

Nordes Conference Series

On November 24, 2022, the White Paper Protests were started by Chinese people to protest against China’s strict zero-COVID policy and excessive censorship during the pandemic lockdown. In the protests, blank white papers were used as a means of protest. Framing the blank white paper as a ‘disobedient object’, our paper intends to capture a glimpse of the aesthetic composition of the protest movement. For this we collected responses from 42 Chinese citizens about their views of ‘white paper’. Based on the data, we interpret the aesthetic composition of the protest movement in three parts, ‘Blank Means:’, ‘Blank Fiction’ and …

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Nothing About Us Without Us: The Journey Of Digital Accessibility In The Making, Luciana Terceiro Jun 2023

Nothing About Us Without Us: The Journey Of Digital Accessibility In The Making, Luciana Terceiro

Nordes Conference Series

This exploratory paper aims to discuss and reflect on digital accessibility practices in developing projects and products, focusing mainly on design activities. Digital accessibility is a characteristic of digital products and services like websites that allows people with disabilities to access and use them. Although its relevance, accessibility is not present in many technological objects. When tech practitioners and companies are asked why accessibility is not a priority, several reasons are mentioned, like costs and the available development time. What would lay below the most apparent arguments? What constitutes an organisational culture that leaves factors such as accessibility behind? The …

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Missing Species: Discursive Design Activism, Margaret Rynning Jun 2023

Missing Species: Discursive Design Activism, Margaret Rynning

Nordes Conference Series

Through a design case, “Missing species”, this article presents how design activism can be applied to a discursive design project and proposes a model for discursive design activism. The case study addresses the issue of biodiversity and invading plants due to humans’ interaction with nature and suggests how design may inform and engage societies and individuals through critical imageries, possibly leading to local engagement. Design activism and presenting design outside of galleries and spaces for designers may lead to a larger and more targeted audience for discursive design.

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Conversations With The Body Of The Other: A Three-Step Dialogical Process, Nesli Hazal Oktay, Danielle Wilde, Kristi Kuusk Jun 2023

Conversations With The Body Of The Other: A Three-Step Dialogical Process, Nesli Hazal Oktay, Danielle Wilde, Kristi Kuusk

Nordes Conference Series

Embodied design ideation methods rely on subjective —first-person— experiences of the designer to bring new ways of designing into being. Shifting the embodied design ideation method to the body of the other, we propose a three-step process that makes the experiences of a dancer accessible to a designer for the ideation of remote intimacies. To support the access to the dancer’s experiences, we facilitate embodied, dialogical exchange over three phases: i) observation of embodied explorations between the dancer and a set of tangibles, ii) analysis of phase (i) visual documentation, and iii) a semi-structured interview with the dancer, using phase …

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Guiding Students To Become Better Designers And Co-Designers Of Inner Sustainability: A Framework For Higher Education, Kirsten Bonde Sørensen Jun 2023

Guiding Students To Become Better Designers And Co-Designers Of Inner Sustainability: A Framework For Higher Education, Kirsten Bonde Sørensen

Nordes Conference Series

The COVID-19 pandemic was a wake-up call for humanity. The resulting slowdown demanded existential reflection and a need to reframe industrial values related to the acceleration and growth logic of the capitalist economy. The pandemic and the blank space it produced have initiated radical changes to respond to both human and planetary health challenges. In response, this paper suggests a life-centered design framework that includes a life-centred design attitude and a 4- foci model aimed at inner and outer sustainability. The 4-foci model entails an inner focus, an outer focus, an outer praxis/ business focus and an outer planetary/world focus. …

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