The rapid development of IoT technology has accelerated the growth of smart services. Despite the proliferation of smart services, academic research is still in its early stage particularly in terms of service experience and service design. Concerning a service experience viewpoint, it is essential to consider the context and environment of smart services, namely “smart servicescape,” as this can influence users’ entire experience.
Moreover, the smart servicescape will have different characteristics due to the convergence of online and offline connected environments. With this background, this study aimed to propose a framework for the smart servicescape by identifying new dimensions that reflect the characteristics of smart services.
Accordingly, an initial analytic framework of service experience blueprint was established on the basis of the conventional servicescape and service blueprinting. Twenty movie clips on smart home services officially produced by ICT corporations were collected, were analyzed through grounded theory, and were classified according to the analytic framework. Through a series of qualitative analysis, the framework structure was improved to make it more suitable for the smart servicescape. Finally, this study proposed a framework for the smart servicescape derived from the smart home service experience blueprint. The values of this framework can be identified in two aspects: (1) by identifying new dimensions to reflect the characteristics of smart services such as Smart device, Datascape, and Connected scape; and
(2) by suggesting the structure of the service experience blueprint infused with the perspective of service experience, which consists of service encounters and the servicescape.
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Seattle Cancer Care Alliance and Premera Blue Cross show you how we conducted design research to build a collective understanding of the cancer care experience. We will provide detailed instructions, with checklists, on how to recreate a similar collaboration, including how we worked and what we worked on. You will walk away knowing how we shared skills and resources, built credibility and equal playing fields, and delivered research insights to both our organizations from multiple perspectives and vantage points.
Seattle Cancer Care Alliance (SCCA) brings together the leading research teams and cancer specialists from Fred Hutchinson Cancer Research Center, Seattle Children's and UW Medicine. Based in Seattle, SCCA is one of the top five Adult Cancer Care facilities in the United States as ranked by U.S. News & World Report. Shay Ghassemian, User Experience Designer in Digital Health, and Katie Rehfield, Patient Experience Specialist, will be facilitating this workshop.
Premera Blue Cross is a not-for-profit health insurance company serving 2 million people across the United States. As the largest health plan in the Pacific Northwest, Premera offers a wide range of products for individuals and families, Medicare recipients, and employers ranging from small business to Fortune 100 companies. Irish Malig, Senior Manager of Experience Strategy, Robert Racadio, Design Research Manager, Design Strategists Sara Bell, Paul Braun, and Ryan Rosensweig, and Darci Brown, Healthcare Implementation Manager in Provider Experience, will all be facilitating this workshop.
Presented by Shay Ghassemian and Robert Racadio
It was late on a Friday evening. A great time to avoid crowds. Most people were dining and drinking, absorbing the city’s capacity for pleasure, or maybe relaxing at home. That left the supermarket to me and others whose lives are synchronized differently. But as I stumbled my way through those harshly lit corridors of obscene American consumption, I realized I was among some highly unusual company. In every aisle, there were people—people?—clad in blue uniforms with devices attached to their forearms and fingertips, cables and wires dangling, each methodically filling large specialized carts. These were not shoppers like me. They were employees of the grocery chain operating— operated by?—new software for online ordering and curbside pickup. Surely, this wasn’t such a strange scene in contemporary stores around the world. Yet, it did raise strange—radical? — possibilities: a specter of “before” for an unforeseeable and potentially unpleasant “after.” The unity of the human and the machine, not implanted but merged in the operation, made me wonder: Are they cyborgs? Incipient cyborgs? Is this still a supermarket? Or an altogether different kind of space? One in the process of becoming? But becoming what?
The image that flashed to mind was that of an Amazon fulfillment center: a million acres of non-stop conveyor belts with robots finding and retrieving machine-labeled products and filling yellow bins under the supervision of a handful of humans. Robotic automation creating efficiency while eliminating the unpredictable and unproductive complexities of human labor and interactions. Perhaps, supermarkets are undergoing a transformation from spaces where humans browse, compare, select, and purchase to cyborg-operated warehouses. Perhaps this rapid and fundamental revision of function is an inevitable result of the increasing rate of technical reformation of everyday life.
Then again, perhaps my lucid vision of this scene as a new-reality- becoming is an example of what has been called “dystopian imagination”—an imaginary projection of “ethical and political concern” [Baccolini & Moylan, 2]. Or maybe it’s only a personal paranoia about the brave new world unfolding.
Due to the intuitive controllability and easy to learn the tablet is a very popular nowadays. Many touch gestures are introduced to enhance the convenience usage on the tablet.
However, how these gestures match with the tasks? Are they understood by the “technological alienation” of the elderly users? Is there difference existing between the elderly and younger people? This study aims to answer these questions. Seven basic gestures and their correspondent tasks were selected from top 3 operation systems. Thirty mid-older subjects including 15 expert users and 15 novice tablet users and thirty young subjects were recruited to do matching test. As a result, we found that the correct rate of the mid-older is significantly lower than the young. Experience in using might affect the correct rate. Certain intuitive gestures including Tap, Swipe, Pinch and Rotation had higher correct rate were considered to be acceptable for both mid-older and young subjects according to the ISO standard. However, only the Pinch gesture for novice mid-older is acceptable. The research suggests that more coaching might be needed for novice mid-older adults on the use of gestures.
This paper details the evaluation process undertaken to create criteria for the development of an iPad stand for elderly users. Emphasis is on the requirements elicitation stage with end users in the field. 32 elderly participants taking part in the activity group as part of the Ageing-Well program of a City Council in a cosmopolitan area in Australia were part of an evaluation in which three existing iPad stands were trialled. While commercially available stands are abundant, specific problems such as reduced grip, basic technical understanding of the stand, and concerns surrounding stability were encountered within the group. Observation and semi-structured interviews were undertaken with the cohort to determine factors surrounding the suitability and uptake of these stands by elderly users – most of them with some disabilities - with findings suggesting that current tablet stands require fine levels of dexterity, which may not be appropriate for elderly users where such a device is needed. While usability in setting up the stand and use is a strong factor, aesthetics and material qualities are equally important for enjoyable use. In addition, the use of iPads in social activities between two or more older adults has specific demands in terms of visibility of screen, sturdiness and easy movement that is not considered by current tablet stands. The paper ends with proposing design recommendations. Further research is required to develop a suitable solution and refines these
Design is gaining popularity as a way to address complex social problems in various fields of practices. Strangely, public health which, by nature, is concerned by such kinds of problems, remains foreign to this way of thinking. Building on the increasing popularity of design in policy making, we stress that public health could also benefit from this conceptual yet pragmatic framework. To open a critical perspective about the potential of design for public health, we examine four design projects that address social determinants of health and whose outcomes promotes healthy living habits. Finally, we argue that the interest of design for public health lies on its concern for the users’ æsthetic experience emerging of its encounter with the touchpoints that embody health policies. This contribution ought to act as a stepping stone to open a debate about design as offering a critical perspective for the practice and study of public health.
Kaleidoscope-Special Sessions Presentation
You may have labored for years to achieve your current market success. But as your success grows, so do expectations.
Growth targets require both capitalizing on existing business practices and innovating new ones. It can be a challenge to do both.
Kaleidoscope's VP of Research and Development, Mike Clem, DVM, Ms shares his understandable, memorable and easy-to- apply "Ships and Castle" model.
Childhood obesity increases the risk of obesity in adulthood and is associated with cardiovascular disease risk factors. The prevalence of overweight and obesity is increasing in China. It is necessary to develop an intervention project for preschool children. Based on a service design project aiming at the communication of balanced diet information to the preschool children in China, this paper discusses how to take advantage of the digital platform and game-based learning to empower the preschool children. It argues for the importance of the DIKW hierarchy for empowerment. It also proposes an innovative model to involve new stakeholders into the whole system and to improve the viability of the project.
Design is by nature an interdisciplinary, dynamic, and fluid discipline (Cross, 1982; Friedman, 2003). To define what design is has proved to be a very difficult—if not impossible and meaningless—exercise (Friedman, 2000), making also the understanding of the evolution of both the design discipline and practice a complex challenge. A rapidly changing technological landscape increases the breadth of design both in geographical terms and by extending to new domains, merging with different and new disciplines.
Communication Design especially, being closer to the information and the media spheres, is the most sensitive and receptive design area. Communication Design finds online a fertile ground for its growth and developments, thus the online environment and the Web especially can be explored, dug, and mapped as mirrors of that evolution. The aim of our research is to map through the Web the complexity of the intersections between design as a discipline and design as a field of practice. Our exploration and representation of the online design territory covered four online environments: Behance, Wikipedia, Google, and the websites of the top one hundred design universities. The study has been conducted by using digital, statistical, and visualization methods. This exploration seeks neither to confirm theories nor predict the future, rather, it wants to make explicit and observable what Communication Design has become today. It aims to screenshot the state of the art, the emerging paths, in order to understand where and how it is going to develop. The attempt is to make design as a complex phenomenon visible, through the construction of a set of maps and representations for professors, students, and associations. These representations are tools to trigger reflections on the discipline
Increasingly universities are adopting a collaborative approach to ensure research outcomes have industry-relevant impact. This collaboration has known challenges given the complexity of the process which requires successful negotiation across the needs of various stakeholders, disciplinary knowledges and cultural contexts. A co-creation approach in collaborative research can assist in navigating these challenges by empowering all stakeholders including industry, the academy and the community. This paper presents a case study of an industry engaged research project that employed this approach. Partnering with a northern European international airline and universities from Australia and Singapore, the project investigated opportunities for innovation around the ageing population’s user experience with in-flight packaging. Applying case study method, data collected included in-flight observations, expert interviews, co-creation workshops and prototyping. Challenges as well as opportunities are identified around how the co-creation approach supported the industry relevant outcomes of the project. The findings suggest that co-creation supports better outcomes for collaboration across the complexity of industry engaged cross-cultural research projects.
A Process Guide for Establishing State Adult Education Content Standards was developed by the American Institutes for Research as part of the Adult Education Content Standards Warehouse Project under contract to the U.S. Department of Education, Office of Vocational and Adult Education, Contract No. ED-01-CO-0026/0023.
In societies where productivity is prioritized over presence, anxiety abounds. The extensive and alarming effects of anxiety on the mental and physiological wellbeing of bachelor students inspired a cross-disciplinary team to tackle this problem. Using combined expertise in visual design, music technology, psychology, art therapy and mindfulness — a digital tool entitled “Modes” was born. The Modes digital tool is an atmospheric, introspective, and aesthetically sophisticated engagement of three senses: ophthalmoception (sight), audioception (hearing), and tactioception (touch). Through immersive interaction, mesmerizing visual and sound landscapes are generated in order to reduce anxiety in bachelor students. The two measurable outcomes of Modes are 1) the reduction of self-reported anxiety in bachelor students, and 2) the reduction of bachelor student heart rates.
Interacting with the Modes digital tool is like playing in a sandbox of dynamic visuals and music. Users begin by selecting and entering one of three digital environments entitled Refocus, Chill, or Energize. Each environment (or mode) offers a unique set of visuals and music designed specifically for anxiety reduction. The design and functionality of Modes are rooted in tenets of mindfulness practice and Ayurveda — an ancient Indian healing system emphasizing inner balance as a method for maintaining health and wellness (Kiefer, 2016). The Refocus, Chill, and Energize modes aim to balance each of three governing principle of Ayurveda that regulate physiological activity. Ultimately, users may combat and control their anxiety in three targeted ways: by refocusing, chilling, or energizing.
Graphic design is often seen in the commercial context and is discussed through topics linked to software and technology. When we look around us we can realise that billboards, banners, posters and most of the print that surround us in the public space are delivering messages of marketing, corporations, consumerism and other commercially inclined narratives. This, however, is not the only way to comprehend the practice of a graphic designer. Graphic design can take a socio-pedagogical and historical role and distribute alternative messages in the society which are not linked to money and consumption, unless education, reading and studying are considered consumption of sorts.
It is obvious that graphic design is a powerful tool that shapes our understanding of reality. This happens through being exposed to the work. Posters are claimed to mirror societies by many theorists and most visual communication is mediated by a graphic designer. Thus, Bonsiepe stated already in 2005 in his speech Design and Democracy that there is an absence of questioning activities linked to design production. It is yet a relevant theme that research needs to approach; also in a post-colony where the printed poster is ubiquitous. A simple sheet of printed paper. A very simple but extremely complex and powerful. There lies an investigation that this paper will start. The outcome of this paper to share knowledge within the researchers about creating new meaningful pathways in understanding globally important practice of graphic design. Art and design are universally important.
The Japanese government has planned by 2020 to introduce the Finnish Neuvola System, a fundamental social childcare system that covers the period of pregnancy to child care. The purpose of this research is to clarify the conditions for high quality of Neuvola service, comparing childcare of Finland and Japan. First, the social systems of Finland and Japan, legal actions and other related social backgrounds are covered. Following this, the results are analyzed. Secondly, the results of interviews in Finland with Neuvola public health nurses and three typical Neuvola users, including a father, mother, and pregnant woman are presented. As a result of survey, six conditions were identified as the basis of Neuvola services: personal health checks, facility preparation, pleotropic care, communication through mutual dialogue, customized information and management of service provider quality. In a society where nuclear families are increasing, it is harder to care for children without someone’s support. In comparing Finnish and Japanese childcare systems, the Finnish system perceives childcare as a social matter. In the Neuvola System, people are always open to discuss about any worries or queries. In Japan, the system is closed toward personal matters and private treatment options are not adequate. This is a major factor in larger problems that exist in the Japanese system.
The results are discussed in relation to previous studies of participatory roles in social health care services in the Japanese government and users of these services, leading to the proposal of a Japanese childcare service design.
The purpose of this research was to utilize co-design thinking to investigate and understand the experiences of veteran students entering into college at The Ohio State University (OSU) after military service, and to assist the university in improving those transition experiences. The research significance is that an increasing number of post 9/11 era veterans are utilizing the educational benefits earned through their service. Many of these service members have spent years inside a military culture, which has inadequately prepared them for a transition to the civilian and academic environments.
It has been found that veteran students often self-segregate due to age differences, and their experiences gained through military service. Additionally, while OSU’s Office of Military and Veteran Services (OMVS) has been doing incredible things to help veteran students transition away from the military and into OSU, many of their practices tend to promote self-segregation rather than integration.
Although it is not true across the entire population of veteran students, the research conducted showed that many sought opportunities for improved social integration programs. Opportunities lie in finding a balance between the culture that veteran students share, and integration into the civilian culture they are now part of. Additionally, veteran students could benefit from additional support in regards to academics and logistics when navigating through OSU.
The study conducted was comprised of preliminary interviews with a director of the OMVS, an initial survey, four co-design sessions with volunteer veteran students, and an evaluative survey to gain deeper insight into the possible new service concepts generated during the co-design sessions. Based on the research results, proposed new services and improvements to existing ones were presented to OSU’s OMVS.
The concept of design thinking has received increasing attention during recent years, particularly from managers around the world. However, despite being the subject of a vast number of articles and books stating its importance, the effectiveness of this approach is unclear, as the claims about the concept are not grounded on empirical studies or evaluations. In this study, we investigated the perceptions of six design thinking methods of 21 managers in the agriculture industry as they explored employee and business-related problems and solutions using these tools in a 6-hour workshop. The results from pre and post-survey responses suggest that the managers agreed on the value design thinking could bring to their own domains and were able to articulate on how they can use them in solving problems. We conclude by proposing directions for research to further explore adaptation of design thinking for the management practice context.
It is believed that secondary school students often define design problems in the design
coursework superficially due to various reasons such as lack of exposure, inexperience
and the lack of research skills. Questioning techniques have long been associated with
the development of critical thinking. Based on this context and assumption, the current
study aimed to explore the use of questioning techniques to enable pre-tertiary students
to improve their understanding of design problems by using questions to critique their
thinking and decision-making processes and in turn, generate more effective design
solutions. A qualitative approach is adopted in this study to identify the trajectories of
students during design problem identification and clarification process. Using student
design journals as a form of record for action and thoughts, they are analysed and
supplemented by hearing survey with the teacher-in-charge. From the study, the
following points can be concluded: 1) questions can be a useful tool to facilitate a
better understanding of the design problem. 2) The process of identification and
clarification of design problem is important in the development of critical thinking
skills and social-emotional skills of the students. 3) It is important that students are
given time and opportunity to find out the problems by themselves. 4) Teachers can be
important role models as students may pick up questioning techniques from teacher student discussions. 5) Departmental reviews and built-in professional development
time for weekly reviews on teaching and learning strategies are necessary for the
continual improvement D&T education.
Learning a new competence and attempting to perform it within an organization not only takes time, but it is heavily influenced by the real-world context of day-to-day work culture and individual perceptions. The little-understood world of learning Human- Centered Design (HCD) within an organization is studied over one year in inside of a group of healthcare organizations through a training and mentoring program called the "Innovation Catalyst Program."
Deep insights and personal narratives are gathered by studying learners and their coaches in real-time observations and conversations. A dynamic story unfolds as those who are learning creative approaches for organizational innovation are coached by those with many years of experience on the topic. These same participants provide feedback on the frameworks generated.
The result of this Longitudinal Grounded Theory field study is a new actionable model for understanding experiences and approaches to learning HCD within the context of an organization, a novel approach to assessing development, and ultimately, a way to empower individuals with the mindsets and skillsets of HCD for real-world challenges.
Motion graphic design is a branch of information visual design.Based on questionnaires and the factor analysis of Statistics,this paper evaluated the hierarchy elements of motion graphic design through the cognitive performance of the three elected types of videos (from 9 selected sample). Furthermore, analysis of the design categories based on users' perspective; the weight ratio of each factor of design details in the cognitive process,and Set up visual data chart.The research is to provide a quantitative evaluation of motion graphic design methods and help to realize the value of cognitive analysis.
This paper introduces academic research into conceptual apparel and fashion narratives that are inspired by diverse art and media aesthetics for unique collection stories. Distinct photography forms the design continuum with photo-real imagery carefully mapped onto patterns, creating fabric textures and garment shapes. They concentrate in their content on investigating place and space as a shared environment. The actual design practice is therefore embedded in a reflective discourse that is driven by exploring textiles as a social, factual or cultural platform for meaning and narrative. Fabric is treated as a screen and canvas for a collage of visual information, cultural environment, collective memory and association. In contextualizing this multi-disciplinary approach, wider theoretical implications and readings of narrative imagery in textile, fashion design and art are cross-referenced. A focus is on particular limited editions as a research model and case study within this practice. Bespoke ranges have been commissioned by partners in creative industries that explore site-specific histories and new insights for design outputs. They have been exhibited at international fashion weeks as well as in museum and gallery contexts. As a second outcome they have also played an important role by being commercialized in an academic spinout company and intersecting research strategy with academic enterprise. This is referenced in this context as an underlying support structure for dissemination of above experimentation.