BRADY SIH Kaiser Permanente HILLARY CAREY Winnow Research MICHAEL C. LIN Kaiser Permanente Cast Study—In 2014, Kaiser Permanente began implementing a next-generation medical office model that reimagines the outpatient care experience, combining new architecture, workflow, and technology to create a more convenient experience for patients and a connected, efficient experience for staff and care teams. As the first next-gen facilities were being built, challenges emerged as teams across a variety of disciplines attempted to translate the model's vision into reality. Teams were making design and operational decisions in parallel, without the ability to see how their decisions impacted the overall user experience. To resolve these challenges, our innovation team at Kaiser Permanente used a hybrid make-and-observe method of prototyping and ethnography. Employing a co-creation mindset (Bødker and Grønbaek 1991), we engaged staff and patients to help us bring the future state of these next-gen clinics to life in a minimally viable way....
Humans Can Be Cranky and Data Is Naive: Using Subjective Evidence to Drive Automated Decisions at Airbnb
Dhanabir Sharma • 0 Comments
STEPHANIE CARTER Airbnb RICHARD DEAR Airbnb Case Study—How can we build fairness into automated systems, and what evidence is needed to do so? Recently, Airbnb grappled with this question to brainstorm ways to re-envision the way hosts review guests who stay with them. Reviews are key to how Airbnb builds trust between strangers. In 2018 we started to think about new ways to leverage host reviews for decision making at scale, such as identifying exceptional guests for a potential loyalty program or notifying guests that need to be warned about poor behavior. The challenge is that the evidence available to use for automated decisions, star ratings and reviews left by hosts, are inherently subjective and sensitive to the cross-cultural contexts in which they were created. This case study explores how the collaboration between research and data science revealed that the underlying constraint for Airbnb to leverage subjective evidence is a fundamental difference between ‘public’ and ‘private’ feedback. The outcome of this integrated,...
When ‘Design Thinkers’ Prototype—through an Anthropologist’s Eyes
Jennifer Collier Jennings • 0 Comments
BRYONY WILSON Empathy Download PDF PechaKucha—Our anthropology trained colleague was new to Design Thinking and prototyping before joining us. As she’s explored this new activity with us we’ve come to see the alignment between prototyping and other anthropological methods or principles. We’ve also noticed understanding prototyping from this social perspective has made us better designers. Just as it has allowed my colleague to conceptualise her own prototyping practice and come ‘play with us’. Let’s talk about some of the ways we see this being the case. Bryony Wilson A Graduate from the University of Otago design programme in 2013. Bryony has been working at Empathy, a Business Design Company based in Wellington New Zealand for the last two years. She has a strong aptitude for product concept creation and prototyping. 2016 Ethnographic Praxis in Industry Conference Proceedings, p. 547, ISSN 1559-8918, https://www.epicpeople.org...
Tutorial: Speculative Design – Futures Prototyping for Research and Strategy
Jennifer Collier Jennings • 0 Comments
Tutorial Instructors: J. PAUL NEELEY Neeley Worldwide & Royal College of Art ELLIOT MONTGOMERY Extrapolation Factory & Parsons School of Design Download PDF SUMMARY In our world where emerging technologies are increasingly a source of significant disruption in people’s lives, methods from Speculative & Critical Design (SCD) practice are finding their way into the designer’s and researcher’s toolkit as powerful ways to create new kinds of meaning and perspective that create new organizational value. These practices design future products and services not in a predictive way, but as a way to prototype and understand the social, cultural, and ethical implications of emerging technologies. These practices generally decouple design from short-term company product and market needs and visions, and engage in new conversations about alternative futures as a way to better understand and navigate future complexity. SCD often works to design for the messy and complex people that we are rather than the perfect consumers...