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...
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...