Jennifer Collier Jennings

Digital Trust: An Analysis of Trust in the Adoption of Digital Support Services

EMILIE GLAZER, ANNA MIECZAKOWSKI, JAMES KING and BEN FEHNERT Adoption of digital support services is mediated by varying experiences of trust. This paper deconstructs the notion of trust in technology through a design-led research project on the long-term adoption of a telehealth service – a context at once complex and fragile. The investigated daily experience of patients and healthcare practitioners in the UK and Germany revealed negotiations of trust that blurred boundaries between domestic and medical, and between system smartness and individual responsibility. Implications extend to the role of technology in changing healthcare landscapes, what trust means in developing digital support services more generally, and how appreciating the fragility of trust can bring both risk and hope in uncertain and evolving worlds....

Little Data, Big Data and Design at LinkedIn

JULIE MARIE NORVAISAS and JONATHAN “YONI” KARPFEN LinkedIn LinkedIn's User Experience Design (UED) Research team is relatively small. The data we gather is even more drastically outnumbered. LinkedIn’s design and product development process is steeped in behavioral data, real-time metrics, and predictive models. Working alongside teams generating and focused on big numbers, our group of qualitative researchers helps decision makers understand how our products fit into members’ lives, envision future experiences, and take a peek behind the numbers. We'll share how our team discovers and uses “little data” to inform and inspire, in the context of a company driven by “big data.”...

How Being rather than Doing Can Add Value

MARLISA KOPENSKI CONDONDesign Concepts, Inc. When the currency of business is “doing,” how do we embrace “being?” When tight deadlines and budget cuts drive us, how can we pursue something you can’t see or measure? How can we cultivate a culture of patience when we don’t get smoke breaks anymore? How Being Rather Than Doing Can Create Value in the Business World offers the bold proposal that business forget about filling all available time and space with action and allowing, even encouraging, time for employees to BE. Like artists who embrace white space in their work, people who take time to ruminate, to pause, will make fewer brush strokes. And those they do make they do make are that much more articulate and powerful. Learn how to be brave and find those small moments of white space in your business life....

Anticipatory Ethnography: Design Fiction as an Input to Design Ethnography

JOSEPH LINDLEY DHRUV SHARMA ROBERT POTTS Here we consider design ethnography, and design fiction. We cast these two approaches, and the design endeavor itself, as forward-looking processes. Exploring the means by which design ethnography and design fiction derive their value reveals the potential for a mutually beneficial symbiosis. Our thesis argues that design ethnography can provide design fiction with the methods required to operationalize the practice in industry contexts. Meanwhile design fiction can provide design ethnographers a novel way of extending the temporal scope of the practice, thus deriving actionable insights that are applicable further into the future....

Iterating an Innovation Model: Challenges and Opportunities in Adapting Accelerator Practices in Evolving Ecosystems

JULIA KATHERINE HAINES Startup accelerators have expanded worldwide in recent years, fostering the development of technology startups and spreading Lean practices and Silicon Valley values to all corners of the globe. These accelerators clearly create value—for the teams whose development they foster, the products they create, and the larger ecosystems they build. But there are also a number of challenges arising from the model and how it is implemented in different contexts globally. Through fieldwork at accelerators in Singapore and Buenos Aires, I investigate the global expansion of this innovation model. In this paper, I discuss the most salient challenges and discuss potential opportunities emerging from these challenges, and how other methods and practices such as design thinking, intensive user research and flexible, bottom up-approaches can add value to the accelerator process. I also highlight mutually beneficial ways the EPIC community can become more involved in startups ecosystems....

Making Change: Can Ethnographic Research about Women Makers Change the Future of Computing?

SUSAN FAULKNER and ANNE MCCLARD Two ethnographers from different parts of the same technology company set out to explore the role of women and girls in the worldwide maker movement. We wanted to know who is currently participating in the maker phenomenon, how they became makers, what motivates them to continue making, what kinds of things they make, and what their hopes are for the future. Most importantly, we investigated why women are underrepresented in the realm of tech making with the explicit goal of being change agents and triggers of transformation both within our company and in the broader technology landscape....

Community Centered Design: Evolving the Mission of the Creative Industry

JACQUELINE WALLACE Focusing on the mid-20th century, this paper explores the relationship between design and economics. Then, through the postwar emergence of user-centered design, it explores the positive and negative outcomes that this dominant approach has had on larger social relations, specifically asking: How are the motivations influencing user-centered design processes inherited by its products and their users? Using case studies and insights from design theorists, historians and practitioners, the paper calls for a new approach to industry lead design research and practices that evolves the question “how does this work for me?” to include “how does this work for us?”  ...

Place and Small Businesses: Reflections on Ethnographic Research in and on Place

JOSH KAPLAN This paper examines the often taken-for-granted role of ‘place’ and geography (cities, neighborhoods) in business ethnography, using research on small business as a case-in-point. Most studies of small businesses tend to focus directly on businesses themselves, eliding from consideration the social and physical environment in which they are situated. Yet especially for businesses that operate in an actual physical location, place infuses all they do: how they organize their operations, what they care about, the way they are perceived by customers and potential customers, the reputations they develop, where they cluster, and the kind of communication they engage in.  ...

Quotidian Ritual and Work-Life Balance: An Ethnography of Not Being There

JO-ANNE BICHARD, PAULINA YURMAN, DAVID KIRK and DAVID CHATTING This paper reports on current interdisciplinary design research that explores values held by individuals in their performance of everyday or ‘quotidian’ rituals in family life. The work is focused on mobile workers who may be away from home and family for extended and/or regular periods of time. During the course of the research, a key hurdle that has arisen has revolved around gaining access to families for the purpose of conducting traditional ethnographic studies. For many mobile workers who are separated from the family on a regular basis, the idea of having an ethnographic researcher present during what becomes very limited and therefore sacrosanct family time has proved difficult to negotiate. Therefore the design researchers have had to develop more designerly means of engagement with ‘the field site’ through a series of design interventions that effectively provide forms of ethnographic data when both the researcher and the researched are away from...

A Perfect Storm? Reimagining Work in the Era of the End of the Job

MELISSA CEFKIN, OBINNA ANYA and ROBERT MOORE Trends of independent workers, an economy of increasingly automated processes and an ethos of the peer-to-peer “sharing economy” are all coming together to transform work and employment as we know them. Emerging forms of “open” and “crowd” work are particularly keen sites for investigating how the structures and experiences of work, employment and organizations are changing. Drawing on research and design of work in organizational contexts, this paper explores how experiences with open and crowd work systems serve as sites of workplace cultural re-imagining. A marketplace, a crowdwork system and a crowdfunding experiment, all implemented within IBM, are examined as instances of new workplace configurations....

Surfing a Wave, Passing it Forward: Marketing & Management at SDU / A Profile

EPIC Profiles Series By ERIC ARNOULD, Southern Danish University Culturally inspired and often ethnographically informed research has constituted a consistent thread of output from faculty in business school marketing departments for over thirty years (Arnould and Thompson 2005, 2007; Sherry 1991, 2014; Thompson, Arnould and Giesler 2013). This long wave of research has produced an impressive froth of ideas concerned with consumption (identity, community, ideology, ritual, etc) and many other marketplace phenomena such as branding, servicescapes, and market formation processes. This long wave accounts for a disproportionate share of top cited papers in the major marketing and consumer research journals, and has been spearheaded by a handful of terminally qualified anthropologists, sociologists and fellow travelers (Holt and Cameron 2012; McCracken 1988; Sherry 1995, 1998, 2014; Sherry and Fischer 2009; Costa and Bamossy 1995). While not lacking a critical edge, this work sometimes has included private or public sector consulting...

Researchers @ hackathon

by JEFF DAVISON, Microsoft I spent 44 hours with hackers to learn that everything I thought I knew about hacking was wrong. In the process, I learned that events like hackathons represent a similar social hub to those Jan Chipchase identifies in his book Hidden in Plain Sight. These hubs help researchers find their feet quickly in new cultures. As a research community, we can help one another by sharing details of these hubs and some of the reasons we have for choosing them. Hackathons attract lead users, which makes them useful to people tasked with delivering formative research. If you work in the tech field, they should be on a list of essential events to attend together with Maker Faires and the various gatherings of the ever growing Meet Up culture. They represent a strategic starting point for field inquiry. My own journey went something like this… Misconceptions Hacking culture has a special place in the hearts of the West’s techno-literati, and carries with it all the cultural relevance and formative...

Friday in Tokyo: Co-creation – Ethnographer to Change Agents

by STUART HENSHALL & DINA MEHTA – Convo How can we move from observation to co-creation? Or, from observer to co-conspirator and change agent? This post shares part of a project design that took that journey. It was Friday in Tokyo. We had been there just six days and this was the second country in thirteen. It was Friday, almost 1:00pm and the Co-creation Workshop with 18 young mums, our clients (8 attending) translators (4) and ourselves (3) was about to begin. We were in a large room. A part had been screened off earlier for “baby care”. The majority of the room was filled with three large stations (large round tables and rolling whiteboards and a large U for 18 people with whiteboard and instructions up the front. Planning: We’d planned the Co-creation Workshop to follow a series of days immersed in-home. We ran a prototype workshop that morning with the local moderation team and translators. After four hours they remained skeptical and not 100% confident about the instructions. We apparently were about to break...

Accounting for Value Salon at EPIC2014

by SIMON ROBERTS, Stripe Partners and RITA DENNY, Practica Group What's our worth? What are the rhetorics of value? This question is never far from the minds of individual practitioners and this diverse community. Value takes many forms and is denominated in many currencies. The worth of these currencies changes in time and space as business environments change, and in response to changes our own practices in and with organizations. So how do and should we talk about ourselves now into the future? In putting together this Salon, Rita and I were conscious that we were taking on tensions that sit at the heart of the EPIC world. These are tensions and questions that have arisen at every EPIC over the last 10 years. And likely for the next ten years too. Thirty diverse and brave folks attended the Salon at Fordham. They helped us think about accounting for our value. [With Chatham House rules in effect, people spoke freely!] 1. “Accounting” is retrospective justification! Attendees contested our muse from the outset:...