This paper explores a key friction in service delivery that is inherent in forms – the ubiquitous and seemingly...
Tag: government
Navigating Frictions in Civic Tech
Civic tech is a growing field and an increasingly critical space for service delivery and participation in public...
Local Frictions in the Energy Transition: Design Anthropology for the Emergence of Energy Communities
Critical challenges in energy transitions are social and cultural - not just technical and economic. This paper...
How Friction Led to a More Intentional Stakeholder Feedback Model for a Federal Research Program
This paper describes the evolution of the “intentional” model for stakeholder feedback that mitigates risk and...
Fluid Friction: The Case for Friction in Public Safety Design
I Don’t Know What To Do… The moment she heard the beep come through her headset, Tess switched gears immediately. Moments earlier, she’d just wrapped up a non-emergency 101 call with a man who had found himself face to face with a weasel in his back garden. She and her colleagues had been shaking...
Let’s Chat!: Prototyping, Productive Frictions, and Radically Restructuring Adolescent Sexual Health Counseling Interactions
This case study examines the use of iterative prototyping to raise concerns important to adolescents and...
From Users to User Ecosystems: Applying Systems Thinking to Ethnography
User research typically focuses on intentional moments of contact between individuals and a product or...
How a Government Organisation Evolved to Embrace Ethnographic Methods for Service (and Team) Resilience: The Case of the Canadian Digital Service
Government websites and online services are often built with limited input from the people they serve. This approach limits their ability to respond to ever changing needs and contexts. This case study describes...
Becoming Digitally Resilient: Understanding the Gap between Online Government Services and Low Ability Users
In the Netherlands, approximately 2.5M people struggle to use technology in their daily life and are unable to use online governmental services independently. People with low digital literacy are increasingly...
Designing and Envisioning a More Resilient Social System: How to Start from What’s Good to Create Something Better in Public Services
Segurança Social (Portugal’s Social Security System) offers multiple service channels to the people. However, they were not perceived as a whole because the assistance was not standard, depending on the channel...