Supporting people-centred design through information and empathy

This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University.People-centred design is a design approach that takes the intended end users into consideration throughout the development process, resulting in more appropriate design output in terms of meeting peoples needs and wants. There is recognised value in the use of user-based information, and in establishing empathy with those being designed for, yet there is a distinct lack of literature addressing both aspects and the potential for associated support mechanisms for designers. The combination of information and empathy is the focus of this research. This thesis presents studies carried out to investigate the potential for ‘supporting people-centred design through information and empathy’, focusing upon the early stages of design development. The main aims of this research were to understand designers’ processes and where users fit into these, and to suggest means of support that could promote user focus whilst remaining a practical and appropriate complement to established methods. The under-explored nature of this area required empirical research engaging in practical ways with designers, which was achieved through in-depth probe studies and follow-up interviews with 10 designers; active participation in two four-month real-life design projects; the examination and co-creation of resource tool concepts during two workshops, each with 20 design participants; and ‘MHIRROR’ (Means of Human Information Retrieval, Representation, Organisation and Reflection), a mixed media human information resource was developed and trialed with six experienced inclusive design practitioners. These qualitative explorations with designers and within real-life projects facilitated understanding of the potential for human information resources to support the design process. The thesis has made original contribution to knowledge in terms of the formation of a framework for the manipulation and integration of human information into the design process; the iterative design and embodiment of a working prototype resource MHIRROR, and it has provided insights into the value of information and empathy resource combinations and their potential to promote people-centred design.This study is funded by the Engineering and Physical Sciences Research Council (EPSRC)

EXPLAINING BENEFIT UTILIZATION VARIABILITY IN FMNP IN KENTUCKY: AN APPLICATION OF PIERRE BOURDIEU’S THEORY

Research has demonstrated the crucial role fresh fruit and vegetable consumption plays in maintaining good health. However, most Americans do not consume adequate amounts, and low-income Americans consume the lowest quantities of fresh fruits and vegetables. The Farmers’ Market Nutrition Program (FMNP) and Senior Farmers’ Market Nutrition Program (SFMNP) attempts to rectify this situation by providing vouchers to low-income women, children, and elders that can be used only at farmers’ markets for the purchase of locally grown, fresh fruits and vegetables. Unfortunately, FMNP and SFMNP exhibit variable and often low benefit utilization. This variable and often low benefit utilization is unique among all other federal food assistance programs. Given the importance of fresh fruit and vegetable consumption to health and the incomplete understanding of low-income food-related behaviors, this research endeavored to understand the unique benefit utilization patterns exhibited by FMNP. Utilizing the theoretical framework of Pierre Bourdieu, benefit utilization was conceptualized as an inherently social activity occurring within the field of food acquisition. Through the use of extensive interviews with FMNP and SFMNP officials, field observations, and secondary data analysis, data was collected to determine the relevant capitals and features of the field contributing to benefit utilization. Cultural capital was deemed to be particularly important to benefit utilization vis-à-vis the requirement to enter the subfield of the farmers’ market to redeem their vouchers. Compared to SFMNP participants, FMNP participants exhibited lower and often multiple deficits of the types of cultural capital needed to successfully use the vouchers at farmers’ markets. However, the local fields in which the farmers’ markets operated also had a significant impact on benefit utilization. For example, Appalachian counties exhibited higher rates of benefit utilization that were statistically significant compared to non-Appalachian counties. This resulted in several policy recommendations including the distribution of recipes, interagency collaboration, and repeated opportunities to enter the subfield of the farmers’ market to encourage higher benefit utilization in FMNP and SFMNP

Towards an integrated information system for a public sector organisation in Brunei Darussalam

Information systems, by nature, are open to interpretation from a number of viewpoints. This thesis emphasizes that information systems are not 'technical' systems that have behavioural and social consequences, they are 'social systems' that rely to an increasing extent on information technology for their functions. Hence any systems development methodologies used cannot deal simply with the problem of how one designs technically reliable and cost-effective information systems. Instead it regards systems development as an example of multidimensional social change, the application of technology may not be a desirable solution to the situation. The choice of a development methodology should therefore take into account its sensitivity to the cultural, social, and political aspects of systems design. The aims of the thesis are three-fold. The first aim is to transform an idea or perception of needs into actionable drivers for change in a public sector organisation in Brunei Darussalam. The second aim is to identify and diagnose the problems associated with the management of information. Finally, the study aims to identify a suitable methodology that can be used to investigate a number of organisational issues. [Continues.

An empirical ethics analysis of breast cancer screening in Australia

Breast screening is controversial. Despite many supporters and a large evidence base, some experienced breast screening experts disagree with selected policies and practices. I sought to examine the reasoning of people who have influenced breast screening in Australia. I used an empirical ethics approach, combining empirical study with theoretical analysis. I interviewed Australians with expertise and influence in breast screening across a range of professional roles. I found that participants drew on values as well as evidence when talking and reasoning about breast screening. Participants expressed a range of interpretations and prioritisations for each value and experts’ disagreements were based, at least in part, on these differences. Experts did not always acknowledge the role of values in shaping their views or recognise different ways of conceptualising or prioritising values. I recommend including values in decision making for breast screening policy and practice. I provide guidance about formats for values based discussions. I conclude that values play an important but often unrecognised role in shaping breast screening policy and practice, and propose regular review of values to deliver breast screening in the most ethically sound manner

The role of qualitative data and systems thinking in addressing service decline in market towns

Retail services are a main contributor to municipal budget and are an activity that affects perceived quality-of-life, especially for those with mobility difficulties (e.g. the elderly, low income citizens). However, there is evidence of a decline in some of the services market towns provide to their citizens. In market towns, this decline has been reported all over the western world, from North America to Australia. The aim of this research was to understand retail decline and enlighten on some ways of addressing this decline, using a case study, Thornbury, a small town in the Southwest of England. Data collected came from two participatory approaches: photo-surveys and multicriteria mapping. The interpretation of data came from using participants as analysts, but also, using systems thinking (systems diagramming and social trap theory) for theory building. This research moves away from mainstream economic and town planning perspectives by making use of different methods and concepts used in anthropology and visual sociology (photo-surveys), decision-making and ecological economics (multicriteria mapping and social trap theory). In sum, this research has experimented with different methods, out of their context, to analyse retail decline in a small town. This research developed a conceptual model for retail decline and identified the existence of conflicting goals and interests and their implications for retail decline, as well as causes for these. Most of the potential causes have had little attention in the literature. This research also identified that some of the measures commonly used for dealing with retail decline may be contributing to the causes of retail decline itself. Additionally, this research reviewed some of the measures that can be used to deal with retail decline, implications for policy-making and reflected on the use of the data collection and analysis methods in the context of small to medium towns.Fundação para a Ciência e a Tecnologia (FCT) - SFRH/BD/18535/2004/285

Passwords

In order to use critical, participatory or co-design to open up ideas that challenge assumptions about important social issues that may otherwise go un-discussed, designers, researchers and participants might first want to, ‘create or occupy play environments or activities' (Flanagan, 2009) in such a manner as to reveal and challenge their own assumptions, in order to counter the adverse effects of expertise, privilege and entitlement in socially-motivated design research that may result in false claims of empathy. Passwords is a modular and generative card-based tool designed in response to what the author has identified as the need for facilitating and mediating creative and political discussion, deliberation and debate. The objective of play in this activity is healthy dialogue through creative phrase making

Exploring art therapy techniques within service design as a means to greater home life happiness

This thesis presents new theories and creative techniques for exploring ‘designing for home happiness’. Set in the context of a primarily unsustainable and unhappy world, home is understood as a facilitator of current lifestyle practices that could also support long-term happiness activities, shown to promote more sustainable behaviour. It has yet to be examined extensively from a happiness perspective and many homes lack opportunities for meaningful endeavours. Service Design, an approach that supports positive interactions, shows potential in facilitating ‘designing for home happiness’ but its tools are generally employed for visualising new systems/services or issues within existing ones instead of exploring related subjectivity. Art therapy techniques, historically used for expressing felt experiences, present applicable methods for investigating such subjective moments and shaping design opportunities for home happiness but have yet to be trialled in a design research context. This thesis therefore explores how Art Therapy and Service Design can be used successfully for ‘designing for home happiness’. A first study proposes photo elicitation as a creative method to explore, with participants from UK family households, several significant home happiness needs. Subsequently, art therapy techniques are proposed in Study 2 through two bespoke Happy-Home Workshops. This gives way to the Home Happiness Theory and Designing for Home Happiness Theory, which enable designers to design for home happiness. The Designing for Home Happiness Framework emerges from these studies proposing a new design creative method delivered through a workshop with specialised design tools and accompanying process for creating home happiness designs (i.e. services, product-service-systems). Through two Main Studies the framework is tested and validated with design experts in two different contexts, Loughborough (UK) and Limerick (Ireland), confirming its suitability and transferability in ‘designing for home happiness’. Resulting concepts support collective home happiness and social innovations by facilitating appropriate social contexts for their development. Overall, this research is the first to combine art therapy techniques with service design methods, offering original theories and approaches for ‘designing for home happiness’ within Service Design and for social innovation. Collectively, this research delivers new creative methods for service designers, social innovators and designers more generally to investigate and support happier experiences within and outside the home for a more sustainable future