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...
Tag: service design
Designing for Dynamics of Agency in NYC Homeless Shelters
Public sector innovation (PSI) is an emerging multidisciplinary field that is attracting practitioners from a wide range of sectors and industries, with a correspondingly broad set of skills and experience. PSI aims to significantly improve the services that a government has the responsibility to...
Toward Donut-Centered Design: A Design Research Toolkit for the 21st Century
The social and ecological challenges of the 21st century require a design research process that contributes to viable economic solutions. This paper proposes donut centered design as a hybrid of service design and ecological design that works within the donut economic model. It describes how...
Designing Good Jobs: Participatory Ethnography and Prototyping in Service-oriented Work Ecosystems
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...
Mattresses & Moneyboxes: Cultural Affordances for Microfinance in Jordan
*Apologies for the poor sound quality. We're working on it and hope to have an improved version available soon. Case Study—This case study will present how a multicultural and multidisciplinary team from EPAM Continuum, the global innovation design firm, gathered, analyzed, and presented back...
Getting from Vision to Reality: How Ethnography and Prototyping Can Solve Late-Stage Design Challenges
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...
Automating Inequality
Virginia Eubanks is an Associate Professor of Political Science at the University at Albany, SUNY. Her most recent book is Automating Inequality: How High-Tech Tools Profile, Police, and Punish the Poor, which dana boyd calls “the first [book] that I’ve read that really pulls you into the world of...
The Transformative Power of Singular Stories: Making the Case for Qualitative Evidence in Healthcare Contexts in Colombia
Case Study—In this case study we describe how we collaborated with a Colombian healthcare provider company and enabled its decision makers to understand the power of stories and other types of qualitative evidence in healthcare contexts. The stories became a tool for recognizing singularities in a...
Designed for Care: Systems of Care and Accountability in the Work of Mobility
In this paper we explore the idea of a system of care through a city transit system. We argue that a systematic orientation to care is central to what makes a transit system work for people. Further, we suggest that this care orientation is recognized as such, even though it is not apparent in...
Midway Atoll
PechaKucha Presentation We live our lives in contexts of overlapping systems. Developing the skill to connect dots of evidence between social, ecological and economic evidence offers the potential for more effective interventions in complex challenges. Sarah Brooks, Sarah Brooks’ teaching and...