This paper explores how the design of everyday interactions with artificial intelligence in work systems relates to broader issues of interest to social scientists and ethicists: namely human well-being and social inequality. The paper uses experience designing human interactions with highly...
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...
This case study is based on an ethnographic investigation conducted in 2003 at the BMW Plant Oxford automobile factory focusing on issues of staff retention. The study found that the workforce, as well as being diverse in conventional terms, was also divided in less immediately identifiable ways,...
Case Study—Recognizing that the movement of cars on the road involves inherently social action, Nissan hired a team of social scientists to lead research for the development of autonomous vehicles (AVs) that engage with pedestrians, bicyclists, and other cars in a socially acceptable manner. We...
Case Study—This case study highlights the value of taking clients through their own ethnographic encounters during a customer experience project. It demonstrates how taking key project stakeholders on fieldwork builds their empathy with their sales and service channels and end-customers, and...