Human Centred Design

This thesis tackled the problem of errors in spreadsheets by studying mental models of spreadsheet authors performing various spreadsheet activities. Using a constructive research approach, we conducted three empirical studies and developed two spreadsheet visualization tools. Our results show the need for spreadsheet tools that reflect spreadsheet authors’ mental models, and for a paradigm shift which allows spreadsheets to be developed in terms of a mental model of the application domain.

Traditional PD research offers a range of methods for participant engagement. Yet little is shared of the microdynamics of participation at its most intense, when the designer as facilitator is challenged by a range of social contingencies. Engaging people in change can be a messy process, especially when emotions run high. This paper explores two situations where communities were asked

The purpose of this feasibility study is to evaluate feasibility, viability and desirability of an online value-driven venture called the Persona Generator. A double-sided platform able to collect real people's story and organise them to automatically create personas, customer archetypes based on users insights.
The idea behind the project was born from the broad application of personas in communicating and put into practice user research in Human Centred Approaches. This study frames how the pace of change today makes it difficult for businesses to find effective and long-lasting solutions; the Big Data phenomenon and its potential in user research; our need for sharing and .
the Quantified Self Movement, as opponents to widespread fears of privacy violation.
Since the high cost of research is the first problem the Persona Generator would tackle, a large part of my research focused on methodology in qualitative research to retrieve in- context behavioural drivers. Following the Lean Startup path, primary research was conducted to get feedback from all subjects involved.
As a conclusion to this study, the value of personas in human centred research was put into question and a pivotal change in business model and value was proposed.

People have been designing services throughout human history in order to adapt and evolve in organized societies (Blomberg and Darrah 2014). As an extension, service design has emerged as a field of inquiry and an industry in the last two decades, born out of a strategic need to navigate, understand, and make intentional changes to systems of which services are part. These include systems such as energy networks or waste management that may be invisible but which nonetheless strongly influence people’s lives. These systems often impact beyond organizational and geographical boundaries, entangled with broader cultural, political, economic, and environmental fields. As such, service design is entangled in a “wicked problem,” performing amidst complexity (Rittel and Webber 1973).

Service Design: From Insight to Implementation offers a service, too. It is a book that explains service design to those new to the field, both to promote its business value and to provide guidance on how to do it. The book is a collaborative work by three highly experienced practitioners: Andy Polaine is a writer, educator, and interaction/service designer; Lavrans Løvlie and Ben Reason are co-founders of a service design firm in the UK, LiveWork. Their contribution to this emerging interdisciplinary field is to integrate the theory of service design with practical case studies showing how it has been done. All nine chapters are valuable, drawing as they do upon the authors’ wide-ranging experiences of practicing service design.

To cite this article: Yoko Akama (2015) Service Design: From Insight to Implementation, Design and Culture, 7:2, 259-261.
DOI: 10.1080/17547075.2015.1051837

In this paper we describe how we have integrated several techniques of the "Design thinking" (DT) into the User Center Design (UCD) methodology in the process of development of project as a learning activity. The experimental activity has been carried out with students of the Human Computer Interaction's subject, corresponding to the 3º course of the School of Computer Science of the University of La Laguna.

This paper discusses the articulation of humanistic psychology concepts to the principles of
human-centred design in order to improve understanding individuals for whom we design products
and services. It presents humanistic psychology as a theoretical approach within the field of
psychology, most appropriate for understanding individuals and their role in the construction of
everyday life. It introduces humanistic psychology concepts, and authors, that, applied to design,
allow understanding individual capacity, will, freedom of choice, their capacity for development and
self-organization from a theoretical framework consistent with the needs of contemporary design.

(Available at: http://wp.me/p56AiQ-75 )
It’s always a good practice at the end of a project - or after each phase of it - to look back and analyze what went right or wrong, figure out the reasons of each failure and success. It helps finding the path that leaded you where you are and usually reveals hints for the future. Failures are my favorite because are those we are going to remember, no matter what. Changing prospective, failures are just experiments and, as Rob Fitzpatrick wrote, ‘What’s best sometimes is learning, not selling’ (2014). On the other hand, Successes as well can reveal themselves as hidden failures after an accurate analysis. We may assume we succeeded thanks to A whereas it was B the real cause, and this assumption can misguide us planning a strategy for the future.

English below***
Le phénomène du jeu à portée sociale est en plein essor depuis l’an 2000 (Burak 2017, Macklin 2003) et se retrouve sous toutes sortes d’appellations : jeux sérieux, jeux thérapeutiques, jeux éducatifs, science citoyenne ludifiée, jeux empathiques, jeux journalistiques ou jeux de rôle grandeur nature pour le bien social. Grâce à la démocratisation des outils technologiques, de l’engagement citoyen grandissant et d’une expertise en conception de jeu en expansion, les jeux porteurs d’un message de bien commun semblent se multiplier, innover et gagner en popularité. Mais de quelle « portée » parlons-nous au juste, et comment s’opère-t-elle? Comment le design de ces jeux permet-il une intégration de valeurs, d’éthique, voire d’une idéologie? Ce travail de maitrise vise à mettre en lumière les différentes couches et éléments constitutifs du design de jeux dit à portée sociale, afin de mieux comprendre cette appellation représentative d’une mouvance sociale. Présenté en trois parties pour mieux faire ressortir l’aspect hétérogène du phénomène, ce mémoire est constitué d’un article prospectif qui juxtapose deux courants, publié en anglais par Inter-disciplinary Press, d’une analyse détaillée d’un jeu numérique et d’une étude sur les enjeux de la ludification des espaces publics. Les retombées serviront à énumérer les meilleures pratiques de design de jeux pouvant être porteurs de transformation bénéfique collective, vers un futur possible de jeux socialement responsables.
***
The Social impact Games movement is in full expansion since 2000 (Burak 2017, Macklin 2003) and has all sorts of labels: Serious Games, Therapeutic Games, Educational Games, Citizen Science Gaming, Emphathic Games, Journalism Games, LARP (Live Action Role Play) for social good, to name a few. Thanks to the democratization of technology, Citizen Engagement and Game Design expertise on the rise, these types of games addressing social good messages seems to multiply. But how does impact works? What “impact” are we really talking about and how is design contributing to values or even ideology? This Master aims to analyze a few games that call themselves social impact games in order to better understand this type of games and its movement, criticize the consequences and collect design practices that can benefit social transformation through play. Presented in three parts to better highlight the heterogeneous aspect of the phenomenon, this thesis is composed of a prospective article that juxtaposes two currents, published in English by Inter-disciplinary Press, a detailed analysis of a digital game and a study on the stakes of the gamifying public spaces. The spinoffs will be used to list the best game design practices that can bring about collective beneficial transformation, towards a possible future of socially responsible games.

This Master is in french. Except for the Article : "Is Citizen Science Gaming the Next ‘Level Up’ for Social Impact Games?" already on the EBook : "Levelling Up (...)"

Sustainability has been a contemporary vanguard for necessitating ethical questions in design. For some time, I have been questioning what it means to be an ethical designer and becoming increasingly troubled by persistence for a common framework for all designers to pursue the ‘right’, ‘better’, ‘more effective’ or ‘sustainable’ approach or outcome (see Akama 2012 and Lisa Norton’s reply in Design Philosophy Paper). Utilitarian ways to measure and standardize accountability, such as the Triple Bottom Line, Life Cycle Analysis, Corporate Social Responsibility, and versions of similar models, also suggests this desire for universality. My concern comes from such pervasiveness for consistency. When this dominates, it becomes an ethical monologue, creating a silent and peripheral ‘other’. Speaking from the periphery, I consider ways to practice mindfulness that foregrounds being and becoming with, instead of accounting and obligating, where sustainability means a surrendering to impermanence and inter-relatedness.

[This is a draft chapter in a 2017 edited book by Rachel B Egenhoefer, The Routledge Handbook of Sustainable Design. https://www.routledge.com/Routledge-Handbook-of-Sustainable-Design/Egenhoefer/p/book/9781138650176]

In the context of large scale “wicked problems” (Rittel and Webber, 1973) such as natural disasters, no one entity can tackle this problem alone. Centralized, one-size-fits-all approaches to policy and service delivery are increasingly recognized as being ineffectual due to the diverse character and needs of communities (COAG 2011; Burns et al, 2006). As such, in the last ten years, design has become increasingly viewed as a means of harnessing latent creativity and enabling social innovation in organizations and communities to address entrenched issues and effect change for the social and public good. These are explored in fields such as design for social innovation, service design and participatory design, to name a few. These fields pursue ways to support designing that are performed by non-design experts that can bring local knowledge and specific competences. People involved in projects can then become collaborative co-designers and co-producers with the ability to draw on their “creativity, organizational capabilities and entrepreneurship, and therefore capable of figuring out, enhancing and managing new solutions” (Manzini and Rizzo 2011, p. 201). Designing here is seen as a way to enhance the creativity and inventiveness of ordinary people to tackle problems in their daily lives. This chapter presents an example of designing to catalyse a transformative process through unlocking tacit knowledge and revealing hidden relational structures.

Este artigo discute a contribuição de alguns conceitos das teorias da personalidade e da psicologia social para a compreensão do sujeito na elaboração de requisitos de projeto de novos produtos a partir de uma abordagem fenomenológica do design. Apresenta conceitos oriundos dessas duas áreas com o objetivo de estabelecer uma postura empática que permita uma real aproximação com o sujeito e torne o ato de projetar uma ação centrada no indivíduo, atendendo suas reais expectativas e necessidades. Traz ferramentas e conceitos para aplicação em projetos desconsiderando a centralidade do objeto e protagonizando o sujeito como elemento principal na ação projetual.

The thesis challenges the general perception that job shop scheduling is a combinatorial exercise of allocating jobs to machines and sequencing operations on each machine. In practice, human schedulers produce functional schedules bound by many constraints, both qualitative and subjective, and, quantitative and objective. A paradigm for hybrid intelligent human-computer scheduling is developed through Cognitive Work Analysis, based on a field study of a scheduler in a small job shop. Hybrid Human-Computer Intelligent Automation (HHCIA), in which human and machine 'intelligence' are combined, is related to the established models for supervisory control of continuous processes. 'Hybrid' is used to signify human and machine intelligence combining cooperatively. HHCIA applied to both continuous and discrete manufacture is shown to consist of two elements: the control of the processing of batches of work and the control of the changeover of batches. Scheduling is shown to be central to the 'hybrid' automation of discrete manufacture. Planning the changeover of batches has a predominant place in HHCIA of discrete manufacture. As the job-shop environment is perceived to be most difficult to schedule, it is used to explore a hybrid intelligent human-computer paradigm for the scheduling component of HHCIA. This leads to development of a methodology for designing a hybrid intelligent production scheduling system.

More organisations are adopting customer-centric innovation practices to increase business value; however, very little is known about the factors driving customer-centric innovation or the conditions under which innovation succeeds. Similarly, very little is known about the role of design artefacts as inputs in customer-centric innovation processes or as instruments that support the organisational change required for successful change. A practice-led case study was conducted to examine the role of design artefacts and to demonstrate how they are flexible and persuasive tools that mediate the social and intertwined demands of customer-centric innovation strategies. Five distinct roles of design artefacts are proposed and their value in contributing to innovation and organisational change are considered.

This master’s thesis sought to understand the current practice of a regulatory agency to address complex problems and whether this could be supported by methods from the field of systemic design. The research comprised a qualitative case study to understand current practice within an Australian Government regulator, with the findings compared against literature on the practices of systems thinking and complexity theory. Systemic design was then examined as an alternative practice to address complex problems. A systemic design intervention (combining systems thinking and design methods) was developed and trialled in a second qualitative case study within the regulatory agency. The thesis concludes that systemic design principles and methods have the potential to support regulatory agencies navigate compartmentalised governance systems by establishing a shared frame of reference to problems and the co-design of new responses. It proposes that the incorporation of systems thinking and complexity theories within design methods increases the likelihood of them being taken seriously in the government sector and that methods need to be tested and adapted further to enable integration within existing regulatory practice.

Using a case study method, this thesis presents new insights into key
contemporary pressures that are restricting the update of the design of
Australian jockeys’ safety vests. The number of female jockeys has grown
considerably and there has also been a consistent rate of serious injuries to
jockeys; yet, despite the rapid and successful development of smart wearable
technologies in the sports and health sectors, safety vests still need
improvement. The Australian standards in use (ARB 1.1998 and the European
Standard EN 13158) have not been significantly updated since the early 2000s.
The study compares the participants’ perspectives and the emerging
development of smart wearable technologies in order to consider the adequacy
of current design standards to accommodate the next generation of safety
clothing and equipment in the Australian racing context.
A qualitative research approach was adopted, which involved ethnographic
methods of participant observations, a focus group and semi-structured
interviews which informed the study and were compared with the relevant
research literature in the field. There is extensive scientific research into factors
such as health, wellbeing, physiological and cognitive function and
performance whilst there is a dearth of scientific literature specifically related
to safety factors such as helmet and vest design. A user experience (UX)
framework guided the present study, which differs from the existing studies by
investigating the user perspectives of male and female jockeys, as well as the
role of the medical staff, on whose input future smart-vest design maybe
increasingly dependent. Australian male and female jockeys’ thoughts, along
with perceptions from medical staff, have suggested future designs, generating
original and significant findings that inform areas of change particularly
needed in future standards.
The main original contribution of the thesis was identifying the medical staff
on the racing track could not be clearly classified within a common UX
framework. They were neither secondary nor tertiary users of the vests, nor
could they be classified unambiguously as stakeholders, since their role was to
attend to the medical needs of the jockeys. Theirs is a highly-specialised role in
respect of the use, especially considering the potential for a new generation of smart wearables to enhance vest design in its medical dimension. Accordingly,
the thesis recommends a revised UX framework to accommodate design
dependencies more clearly in terms of a suggested Dependency-Based UserExperience (D-UX) design.
The evidence generated through this research provides a framework to assist
the safety vests manufacturers, those who take care of the standards and those
who practice user centred /user experience design to better understand and
articulate these products. In addition, it provides a foundation for further
research in this field to explore the critical role of design-led innovation.

This Special Issue (SI) for Design and Culture is an outcome of many conversations over several years, catalyzed by a series of international symposia on Design and Social Innovation in Asia-Pacific (DESIAP), which the editors (Yoko Akama and Joyce Yee) co-facilitated in Singapore in 2015, Bangkok in 2016 and Malaysia in 2017. The symposia series initially began with our mutual curiosity about what kinds of ‘design’ and ‘social innovation’ projects are undertaken and by whom in the Asia-Pacific region, and a desire to create a platform for capacity building and knowledge sharing among those tackling systemic and complex challenges with their local communities.

Nudge and co-design are gaining popularity as innovative approaches to solving similar policy problems. Nudge is an approach to public policy that changes the context in which decisions are presented to citizens in order to encourage a particular choice. Co-design uses creative and participatory methods to engage citizens, stakeholders and officials in an iterative process to respond to shared problems. Both nudge and co-design supposedly achieve more effective outcomes, address big societal problems, and, in contrast to traditional policy approaches, consider humans’ actual behaviour in a real-world context. In practice, we see them emerging and even merging together, despite significant tensions and contradictions between them. We critically examine the use of the approaches as policy instruments and consider the instrument constituencies that support them. By comparing and contrasting the two concepts in scholarship for the first time, the article highlights the assumptions underpinning the use of both nudge and co-design, arguing that each approach has its own underlying philosophy and claims on knowledge and authority. We reflect on the implications for policy effectiveness, political trust, and subsequently on government legitimacy.

Traditional design methodology was proofed to be reliable during about centaury of constant elaboration and polishing, however new trends such as sustainability and concerns about humans, determined establishments of new user-centered methods in fashion design methodology. Despite the widespread of techniques in western countries, such cultures as Ukraine still trouble to adopt system due to low flexibility of proposed methods. Research is designed to analyze current empathic methods and propose correlations to adopt those for Ukrainian consumers.

Available from: https://www.researchgate.net/publication/320225178_Empathic_design_as_a_new_paradigm_in_fashion_methodology [accessed Oct 5, 2017].

This paper provides a case-study whereby a UK University has been working in close partnership with Parker Hannifin Corporation, a Fortune 500 US manufacturing company, to develop new innovation practices. It discusses how Industrial Design has been introduced as an in-house function to one of the company's divisional headquarters, in Gateshead, UK, through a collaborative research partnership over three years. Case material from four projects is presented, which illustrates a progressive, negotiated adoption by the company of the capabilities of Industrial Design as an essential component of a Customer-Centric Innovation approach. It has involved developing the organisation's own confidence about the value and fit of Industrial Design through a series of projects and regular reflection on what is working well, not-so-well and what is raising concerns. The approach described provides an alternative to attempting to develop and implement a pre-formulated 'grand-plan' for Design.

Motivated by a concern with mindlessness in living and
designing and how it might lead to outcomes that are
poorly considered in their broader ecology, we ask:
what if we imagine technology conceived with
mindfulness in mind? To develop this thought, we
examine two ‘found designs’ that have a cultural
significance and are deeply embedded in everyday
practices – the cigarette and the torii gate. These
objects are seen as somewhere between a detour or a
portal for the authors in practicing mindfulness. Using
these examples, we discuss the subtle space between
designing for mindfulness, which we believe is
unachievable, and being aware as designers that the
tools we make can have this further potential use.

A seminal post-colonial scholar, Deborah Bird Rose (2004, 154) exclaims, 'the west collectively is the leader; it is closest to the future, and the rest of the world follows along behind'. Similarly, Design and Social Innovation is largely populated by case studies in Europe and the US, further reinforcing global hierarchies and certain paradigms. We speak to this politics and dominance from the periphery and share early insights from two international symposia on Design and Social Innovation in Asia-Pacific (DESIAP) to highlight the importance of exchanging ideas in various directions. We use Kasulis' (2002) heuristic of integrity to frame design that emphasizes rational, impersonal, discrete, externalised principles and models, in contrast to intimacy that starts from an interrelated view of designing that cannot be disentangled from the ecological, relational, intimate contexts in which it is performed. Using integrity and intimacy in our analysis, we heard practitioners undertaking community-led change speak of empathy, humility, respect, trust and emotional resonance that enhances the intimacy between entities already interrelated, embedded in contextual specificities. These cannot be abstracted by a model or a method for scaling or replication elsewhere, often desired in the dominant, integrity view of design. When relationships are foundational and heterogeneity is a contemporary context of designing with communities, we propose that the intimacy orientation can help shift from a weak form of pluralism towards a stronger one, and bring attention to cultural, emotional and relational entanglements that are integral to Design and Social Innovation – to work with, and through difference.

Co-designing is an activity based on emergence where constituents are mutually changing towards purposeful outcomes. Here, I draw on the Japanese philosophy of Ma as ‘between-ness’ to explore how we are transforming and becoming together among this heterogeneity. Yet, if emergence of potentiality is hard to articulate, it is even harder to understand. As we design, we are embedded within and inscripted by conditions that we cannot quite touch or see visibly, yet manifests through its evolution. Awakening to this in-between presence is a necessary start because co-designing is performed and emerges from relational sensitivity. Here, I entangle Ma with actor-network theory (ANT) to orient our senses towards that which have yet assembled or actioned. Latour describes these as empty spaces of a network, void and ‘plasma’ that also has agency. If ANT primarily helps us see the flow of actions among being and non-beings, Ma as between-ness can re-situate us in emergence and contingency. Seen this way, co-designing can be ways to bring others along on this journey of uncertainty in a pursuit to create ‘empty’ in-betweens within and among ourselves as we mutually become together through inter-relatedness.

This thesis supports the conceptualization and design of an online community named Mimba, which aims to advance women’s health and rights. The design and development of Mimba is an initiative of M4ID – a Service Design and Communications social enterprise located in Helsinki. Mimba is envisioned as a platform for strengthening advocacy, engagement and mobilization of citizens towards improving women’s health and rights.

To establish the need, and to support the conceptualization and design of Mimba, I draw from three sources: desk and user research conducted at M4ID, a review of existing literature in the domain of online communities and networked activism, and a design benchmarking exercise consisting of study of two existing services, which leverage online communities and activism towards their goals. On the basis of this research, I propose a community model suitable to the goals of Mimba. I also use this community model to extrapolate and inform service features and design suggestions for Mimba. The practical and theoretical observations are then condensed in key wireframes for a prototype web and mobile-based app presented as user scenarios.

I propose that Mimba is best conceptualized and designed so that it strengthens cooperative efforts of its online community (Stanoevska-Slabeva, 2002) and should draw from an existing model of networked activism that addresses broad mobilization and deep participation (Land, 2009). In this thesis, these findings directly translate into the aforementioned community model and design suggestions for Mimba.

Recent years have seen the emergence of online courts and tribunals: digital platforms that enable self-represented litigants (SRLs) to complete electronically the entire court (or tribunal) process, from filing through final disposition. This article proposes that the unique nature of online courts as digital interfaces enables them to implement a new strategy-Diversity by Design-to improve access to justice and procedural justice for a diverse population of SRLs. Reflecting a human-centered legal design approach, and building on research in human-computer interaction and digital choice architecture, this strategy entails embedding diversity accommodating features in the technological design of court platforms. Specifically, building on the empirical relationship between users' demographic attributes and their digital usability and aesthetics judgments, this article suggests that online courts can dynamically adapt their interfaces according to the attributes of a given user in ways that help diverse SRLs engage with online courts, support their effective participation in proceedings, and improve their procedural experiences. The potential impacts include enhancing SRLs' confidence and trust in using online courts and ameliorating their ability to process information, deliberate, make informed decisions and communicate them. Finally, the article discusses concerns regarding the desirability and ethicality of dynamically adapting, that is-personalizing, court interfaces.

How do we ready ourselves to intervene responsively in the contingent situations that arise in co-designing to make change? How do we attune to group dynamics and respond ethically to unpredictable developments when working with 'community'? Participatory Design (PD) can contribute to social transitions, yet its focus is often tightly tuned to technique for designing ICT at the cost of participatory practice. We challenge PD conventions by addressing what happens as we step into a situation to alter it with others, an aspect of practice that cannot be replicated or interchanged. We do so to argue that practices of readiness are constituted by personal histories, experiences, philosophies and culture. We demonstrate this political argument by giving reflexive accounts of our dimensions of preparation. The narratives here are distinct, yet reveal complementary theories and worldviews that shape PD ontologies. We have organized these around the qualities of punctuation and poise as a way to draw out some less easily articulated aspects of PD practice.

We explain basic features of an emerging area called Intelligent Environments. We give a short overview on how it has developed, what is the current state of the art and what are the challenges laying ahead. The aim of the article is to make aware the Computer Science community of this new development, the differences with previous dominant paradigms and the opportunities that this area offers to the scientific community and society.

How do we ready ourselves to intervene responsively in the contingent situations that arise in co-designing to make change? How do we attune to group dynamics and respond ethically to unpredictable developments when working with 'community'? Participatory Design (PD) can contribute to social transitions, yet its focus is often tightly tuned to technique for designing ICT at the cost of participatory practice. We challenge PD conventions by addressing what happens as we step into a situation to alter it with others, an aspect of practice that cannot be replicated or interchanged. We do so to argue that practices of readiness are constituted by personal histories, experiences, philosophies and culture. We demonstrate this political argument by giving reflexive accounts of our dimensions of preparation. The narratives here are distinct, yet reveal complementary theories and worldviews that shape PD ontologies. We have organized these around the qualities of punctuation and poise as a way to draw out some less easily articulated aspects of PD practice.

Despite the recognised need for service design (SD) to understand the complexity in which it intervenes, we are concerned with its desire to fix dynamic configurations through a dominant instrumentalized worldview. We critique the journey map - an iconic method in SD - as one illustration of this fixing tendency in order to highlight how nuanced details are sometimes designed out and argue why such omission is ethical and political. In contrast, following feminist theory, we ground our accounts of practice to argue that service ecologies are situated and continually emergent, constituted by the changing configuration of various things. Instead of fixing to make static or finalise, we use freezing as a temporary state to trace and orientate our movements in a co-design workshop. The similarity of and tension between notions of fixing and freezing is used to call out nuanced differences and attend to the intrinsic, dynamic and temporal nature of service design.

In this paper we describe how we have integrated several techniques of the " Design thinking " (DT) into the User Center Design (UCD) methodology in the process of development of project as a learning activity. The experimental activity has been carried out with students of the Human Computer Interaction's subject, corresponding to the 3º course of the School of Computer Science of the University of La Laguna.

ABSTRACT This paper portrays cross-organizational collaboration in service networks as a new challenging context for service design. The paper reflects on the role of cross-organizational service networks in a Finnish municipality-initiated research and development project. The project sought to develop new practices for supporting independent living for the elderly involving diverse organizations across public, private and third sectors. The intent was to apply collaborative and customer-centred service development. For this paper, interviews were reviewed from 16 project participants to find out how they perceived cross-organizational collaboration and the role of service design in this project. From these findings, we identified barriers to collaborations that originated in tensions between different organizations and structural and situational barriers that sometimes could be traced to specific mindsets on an organizational level. Based on the insights from these interviews, we explain how service design may contribute to enhancing collaborative developments within and across cross-organizational service networks.

We contemplate paths between form and formlessness as a middle way between digital technology for mindfulness, and mindfulness without digital technology, thereby inviting alternative departure points with interactive systems. In doing so, we step into a contested yet potentially fertile arena to challenge the handling, analysis and reporting of the relationship between mindfulness and technology and the methods used to interrogate it. Through the documenting of the authors' own creative practices (video, photography, and gardening), material traces and written vignettes of our experiments are presented to stimulate resonances and evoke mindfulness with readers. We also question the form of conference papers to consider how we can best share formless states of being in discussing their relevance for design.

This paper outlines an approach to Social Design that departs the practice of design as 'problem solving' and advocates for Appreciative Co-design, an approach that seeks to nurture strengths and co-construct empowering stories that give life to living systems. As Social Designers we're working with increasingly vulnerable people in immensely difficult circumstances, and sometimes their lives become constructed around a 'problem story'. These participants can be difficult to engage in the co-design process, they can be resistant to change or find it difficult to envision positive future alternatives. And as Social Designers it's now our role to shift their perspective. This involves facilitating a process of social transformation within the design process itself, which is a new task for our practice. For guidance this paper explores Psychotherapy and Organisational Development which are other transformative practices that offer valuable strategies on shifting problem oriented mindsets and motivating people to construct new empowering narratives.

Manufacturing industry has not embraced scheduling software. It is argued that this is due to users not being centrally located in the decision-making process in available software. Some consequences of the users' position in the decision process are explored through comparison of scheduling software based on normative design and software designed using cognitive work analysis.

One of the largest housing estates in the UK, The Aylesbury, South London, is undergoing transformation as part of a £2.4 billion regeneration project. The scheme aims to provide a ‘blueprint for a new neighbourhood’ and in the process, ‘create a strong and vibrant community’. As the demolition of the Estate began in October 2009, the Kaleidoscope Project was launched to share the memories, experiences and images of the people who lived there. This paper focuses on one aspect of Kaleidoscope – ‘Telling Your Story’, which had two main aims: The first was to capture the life stories of the Estate at this moment of change and the second was pedagogical, to use notions of transformational learning to enhance the skill base of some of the Estate’s long-term residents. This was achieved through a series of innovative workshops focusing on dialogues around the cultural aspects of food, craft and a sense of history and place. At the same time, the ‘people-centered’ workshops provided the opportunity to share aspirations for the future through a resident-led blog. These processes and methods can lead to social innovation: social engagement through building a community of learners and knowledge exchange between residents and academia.