While billions of people are established internet users, there are still billions of new users who have just come online in recent years and this growth will continue, especially on mobile in non-Western countries. Information seeking is essential to online behavior across the world, yet many prominent information-seeking platforms are heavily influenced by Western design patterns and use cases that originate from desktop. As we anticipate the future of information-seeking designs for new users, we explore opportunities to improve the experience by establishing a framework to evaluate common barriers to information seeking online across cultures.
Qualitative insights were collected from 164 participants to understand information-seeking patterns and barriers for users across three countries: Nigeria, Mexico, and India. Interviews were conducted with participants in their day-to-day environment, including home, work, internet cafes, markets, and university campuses. For every region, the overarching...
IDEO and DePaul University
Three service design projects, in hospitality, finance, and health care, highlight how to design for agency in the workplace, including the implementation of automated and data-driven tools. Inspired by Tacchi, Slater, and Hearn's work on ethnographic action research, Amartya Sen's capabilities approach, and Gibson's affordances theory, this paper examines work as an ecosystem, in which workers’ motivations, values, and ability to achieve what is important to them should be a continual input into how structures and tools are designed. In order to design for agency, teams must shape access to information in order to support workers’ autonomy. Second, project outcomes should reflect the emotions and values which create a sense of progress and purpose. Third, tools, technologies, culture, and incentives within the work ecosystem should be aligned with workers’ goals. Finally, workers must feel safe and protected from censure when they participate in co-creating...