Contributed Articles

Can Any Hairdresser Fix a Car?: Mechanics Seeking Agency in Automated Car Diagnostic Contexts, and How Observing Agency Can Help Designing a Car Diagnostic Tool

CHLOÉ HUIE BRICKERT _unknowns GUILLAUME MONTAGU _unknowns As part of an international research conducted for a French car manufacturer, a team of anthropologists and designers were asked to analyze the use of a car diagnostic tool by mechanics in their garages, in order to recommend ways of improving it. A single glance at the diagnostic tool’s interface was enough to get a feel for mechanics’ new reality: lines of codes and numbers, webpages filled with blue hyperlinks leading to readymade repair methods. Does being a mechanic in an automation era mean anything anymore? Based on findings from a study conducted in 5 countries with mixed ethnographic and UX methods, this case study explicits the interest of understanding mechanics as a profession – or even more, as an art – before studying the use of the tool itself, and mostly, it demonstrates how solutions can be contained in agency – and how design and tech teams can find inspiration from bypasses, local initiatives, and informal rituals. From supervising an international...