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...
This paper introduces various barriers hindering the introduction of ethnography in support of public service design improvement in Japan, and discusses ways to overcome these barriers. Service design approaches using ethnography are gaining popularity in the public sector, especially in Europe....
The move towards a more liberalized energy market and the emergent smart grid technology has forced a Scandinavian energy company to begin rethinking the relation between themselves and private energy end users. Originally a unidirectional relationship, the present and future have potential for a...
A growing cadre of organizations, corporations, NGOs and philanthropic foundations seek to address difficult global problems like poverty using social innovation and technology. Such problems are multivalent, deep-rooted, ever changing and culturally specific. Amid this complicated terrain,...
The Advertising Products research team at Yahoo! is building an internal research practice within an organization that is user-centered, but optimized for consumer product development. While our fellow researchers observe millions of consumers on our websites, we study our coworkers: their...
This paper, based on a fieldwork conducted with community transport projects in rural Ireland, examines the place of mobility in the lives of older people. It uses the idea of journey to explore what mobility means to older people, what the research made visible to a diverse range of project...
![The Invisible Work of Being a Patient and Implications for Health Care: “[The Doctor Is] My Business Partner in the Most Important Business in My Life, Staying Alive”](https://www.epicpeople.org/wp-content/uploads/2023/08/sam-T2r9oWS-NDQ-unsplash-scaled-e1693362877450-1080x675.jpg)
In a distributed system of care, patients shuffle among many clinicians and spend the majority of their time away from the treatment center. Although we see the results of patients’ work (e.g., medication taken, arrived at appointment) we do not see the work itself. By failing to see this...