Participation Frameworks in Service Design and Delivery
Panel Chair:
Jeanette Blomberg, Practice-based Service Innovation at IBM, USA
Panelists:
Faruk Avdi: Online Communication Manager, NSW Department of Education and Training, Sydney
Annelie Ekelin: Linnaeus University, Sweden
Peter Wright: Professor of Social Computing, University of Newcastle, UK
Jeremy Walker: Innovation Coach, Customer Centred Design and Innovation BT Financial Group, Sydney
While participatory design (PD) has its roots in the design of technology systems and artifacts, focus has expanded to include the design of physical environments, technology infrastructures, community networks and services. The particular interest in service design in part is a reflection of the relatively rapid rise in the global service economy where today nearly two thirds of all economic activity in the developed countries derives from the service sector (e.g., healthcare, education, travel, entertainment). Given PD’s long standing concern with interactions between designers and users broadly defined, this rise in the service economy invites reflection on the applicability of participatory design to service design. This panel will explore the relation of participatory design to the growing field of service design taking note of the fact that services by definition are co-produced through interactions between service providers and recipients and as such always involve “user” participation. Panelists have been invited to reflect on their experiences applying PD to service design and to consider the ways PD has guided their work; including the application PD to the design of services and the incorporation of PD principles in the services designed.
More info about our panelists:
Panel Chair:
Jeanette Blomberg, Practice-based Service Innovation at IBM
Jeanette Blomberg is Research Staff Member, IBM Research and Program Manager for Practice-based Service Innovation. Prior to assuming her current position, Jeanette was a member of the Work Practice and Technology group at the Xerox Palo Alto Research Center (PARC), Director of Experience Modeling Research at Sapient Corporation, and Industry-affiliated Professor at the Blekinge Institute of Technology in Sweden. Jeanette’s research explores issues in social aspects of technology production and use, ethnographically-informed organizational interventions, participatory design, and service innovation. She is currently involved in research on the design and implementation of globally distributed IT services. Jeanette received her Ph.D. in Anthropology from the University of California, Davis.
Panelists
Faruk Avdi: Online Communication Manager, NSW Department of Education and Training, Sydney
Faruk Avdi is online communication manager for the NSW Department of Education & Training and directing user experience architect for its online services section, encompassing several large-scale online channels, as well as the underlying web publishing and personalisation services they consume. Prior to the Department Faruk’s experience includes several years with a large telco as an IA, a stint in online simulation authoring, and prior engagements in media, journalism, and the arts. The NSW Department of Education and Training is Australia’s largest single organisation. It has over 100,000 staff catering to the needs of 740,000 students (public schools and TAFE) and their communities. The Department provides pedagogical and student welfare services as well as regulatory support to other education and training providers.
Annelie Ekelin: Post Doc Researcher & Senior Lecturer, Linnaeus University, Sweden
Annelie Ekelin is a Post-doc at the Blekinge Institute of Technology and Senior lecturer in Media and Communications studies at the School of Communication and Design, Linnaeus University in Sweden. She received her Ph.D. in IT and Work Practice at the Blekinge Institute of Technology. Her research domain focuses on the development of ICT-supported participation in processes of service development. Her recent and ongoing projects include the Augment Project, a mobile location based accessibility service for disabled people; the Swedish Asian Research Cooperation on Participatory, Sustainable, Convergent and High Quality Public Services, an inter- and multidisciplinary research cooperation within the Swedish Research Links Program; an assignment for the Information Office of the Swedish Parliament focusing on the current state of eDemocracy in Sweden, Europe and elsewhere; and an assignment for the Swedish Ministry of Integration and Gender Equality focusing on the Future of e-democracy.
Peter Wright: Professor of Social Computing at the Culture Lab and the School of Computing Science, University of Newcastle, UK.
Dr Peter Wright is Professor of Social Computing at the Culture Lab and the School of Computing Science, University of Newcastle, UK. He has published widely in interaction design and user research and is best known for his work on theory and methods for experience-centred design. His current projects focus on the participatory design of health and social technologies and services. A current project funded by the UK’s health research institute (NIHR), entitled, User-Centred Healthcare Design (UCHD) is developing an experience-based co-design methodology for health service design. This latter project is part the larger South Yorkshire Collaboration for Leadership and Applied Heath Research and Care (CLAHRC-SY).
Jeremy Walker: Innovation Coach, Customer Centred Design and Innovation BT Financial Group, Sydney
Jeremy Walker is the current Service Design Innovation Coach for BT Financial Services in Sydney. His experience covers a range of roles creating service innovations within Financial Services companies in the UK. He was the Research Manager for the UK Design Council and established the largest base of data on the use and role of design in UK businesses. Before recently moving to Sydney, Jeremy was the lead consultant at the service design consultancy live|work in London. His experience covers designing business strategy for organisations in data to fuel cell car companies, new to market service innovations in financial services and FMCG, and developing service improvements in both the public and private sector for organisations like the NHS and the Neighbourhood Watch.
