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
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...
Human-Centered Research in Policymaking
Article 5 in the series Data, Design and Civics: Ethnographic Perspectives "[Aims] such as unslumming slums, catalyzing diversity, nurturing lively streets, are unrecognized today as objectives of city planning. Therefore, planners and the agencies of action that carry out plans possess neither...
Trajectories of Change in Global Enterprise Transformation
This paper reports on the efforts of a global IT services company to transform the way it delivers IT outsourcing services. The change initiative was designed to bring about a radical transformation in the how work gets done across the enterprise with the expected benefit of delivering greater...
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...
Digital Trust: An Analysis of Trust in the Adoption of Digital Support Services
Adoption of digital support services is mediated by varying experiences of trust. This paper deconstructs the notion of trust in technology through a design-led research project on the long-term adoption of a telehealth service – a context at once complex and fragile. The investigated daily...
Service Infrastructures: A Call for Ethnography of Heterogeneity
This paper investigates the notion of heterogeneity, inspired by Latour’s work on Actor Network Theory, as a lens for understanding daily work practices in a large service delivery organization. To this end, we present and discuss the findings from an ongoing research where we unpacked how...
Ethnography as a Catalyst for Organizational Change: Creating a Multichannel Customer Experience
This paper describes how ethnography became a catalyst for organizational change in a leading financial institution by providing a collaborative context for functional groups to come together in co-creating a multichannel customer banking experience. While consumers increasingly expect a good...
Navigating Frictions in Civic Tech
Civic tech is a growing field and an increasingly critical space for service delivery and participation in public...
Five Misconceptions about Personal Data: Why We Need a People-Centred Approach to “Big” Data
We produce vast amounts of data in our daily lives. Email, text, search, check-in, photos, payments – all these activities create a trail of digital exhaust. This personal data has been triumphantly declared a “new asset class” by the WEF, compared to oil as the world’s newest economic resource,...