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Publications (3 of 3) Show all publications
Björndal, P., Eriksson, E. & Artman, H. (2015). From transactions to relationships: Making sense of user-centered perspectives in large technology-intensive companies. In: 4th IFIP 13.6 Working Conference on Human Work Interaction Design, HWID 2015: . Paper presented at 25 June 2015 through 26 June 2015 (pp. 114-124). Springer-Verlag New York
Open this publication in new window or tab >>From transactions to relationships: Making sense of user-centered perspectives in large technology-intensive companies
2015 (English)In: 4th IFIP 13.6 Working Conference on Human Work Interaction Design, HWID 2015, Springer-Verlag New York, 2015, p. 114-124Conference paper, Published paper (Refereed)
Abstract [en]

In this paper we analyze interviews from four technology-intensive companies, focused on service and service development. All companies have during the last two decades introduced interaction design units, and the corporations were selected due to their interest in also expanding the service share of their business. This service shift has been a top-down initiative. However in only two companies, the initiatives have led to the establishment of enterprise wide service development processes, and in the other two companies, the service development is more ad hoc. It is argued that even if interaction design has close theoretical relation to service design such combination has so far been limited. We discuss the shift from product to service view of the offerings within these companies, and relate this to user-centered perspectives. We argue there is a window of opportunity within technology-intensive and engineering focused industries to include user-centered design when formalizing service development.

Place, publisher, year, edition, pages
Springer-Verlag New York, 2015
Keywords
Service design, Service development, Technology intensive companies, Usability, User-centered design, Design, Interaction design, Topdown, User-centered, User centered design
National Category
Business Administration Design Information Systems, Social aspects
Identifiers
urn:nbn:se:kth:diva-181543 (URN)10.1007/978-3-319-27048-7_8 (DOI)000369178300008 ()2-s2.0-84951986589 (Scopus ID)9783319270470 (ISBN)
Conference
25 June 2015 through 26 June 2015
Note

QC 20160203. QC 20160222

Available from: 2016-02-03 Created: 2016-02-02 Last updated: 2016-03-03Bibliographically approved
Björndal, P. S. & Ralph, M. B. (2014). On the handling of impedance factors for establishing apprenticeship relations during field studies in industry domains. In: Proceedings of the NordiCHI 2014: The 8th Nordic Conference on Human-Computer Interaction: Fun, Fast, Foundational. Paper presented at 8th Nordic Conference on Human-Computer Interaction, NordiCHI 2014, 26 October 2014 through 30 October 2014 (pp. 1107-1112).
Open this publication in new window or tab >>On the handling of impedance factors for establishing apprenticeship relations during field studies in industry domains
2014 (English)In: Proceedings of the NordiCHI 2014: The 8th Nordic Conference on Human-Computer Interaction: Fun, Fast, Foundational, 2014, p. 1107-1112Conference paper, Published paper (Refereed)
Abstract [en]

The process of trying to understand users' perspectives and their mental model is inherently challenging, as anyone who has been involved in conducting field studies and interviewing users can attest to. At the heart of this process is the need to create trust between the interviewer and the interviewee in order to build bonds which facilitate richer information exchange. Building apprenticeship relations is one approach which sees the interviewee as teacher and the interviewer as student/apprentice. However establishing these relations, particularity within a short time frame and within an industrial domain, can be difficult. This paper therefore addresses some of the challenges associated with building these relationships and how researchers can strengthen their connection with the users they interact with.

Keywords
Apprenticeship relations, Contextual inquiry, Field studies, Industry domains, Interview, Research, User experience, Apprentices, Teaching, Human computer interaction
National Category
Media and Communications
Identifiers
urn:nbn:se:kth:diva-167928 (URN)10.1145/2639189.2670287 (DOI)2-s2.0-84911445418 (Scopus ID)1595930361 (ISBN)9781450325424 (ISBN)
Conference
8th Nordic Conference on Human-Computer Interaction, NordiCHI 2014, 26 October 2014 through 30 October 2014
Note

QC 20150608

Available from: 2015-06-08 Created: 2015-05-22 Last updated: 2015-06-08Bibliographically approved
Ralph, M. & Björndal, P. (2014). Supporting the Uninitiated in User - Centered Design. interactions, 21(2), 60-65
Open this publication in new window or tab >>Supporting the Uninitiated in User - Centered Design
2014 (English)In: interactions, ISSN 1072-5520, E-ISSN 1558-3449, Vol. 21, no 2, p. 60-65Article in journal (Refereed) Published
Abstract [en]

Practicing UCD is vital to helping non-UX practitioners acquire an understanding of this new mindset. An introductory workshop should provide an overview of the UCD process. It should also try to show how UCD relates to the team's current way of working. Although this material can prove valuable, the project team needs to understand that this material alone is not enough to capture the project requirements, and that engaging in user studies brings a newfound, valuable perspective by revealing important patterns for how people work. As UX professionals know all too well, the requirements-gathering stage of the UCD process is of utmost importance but can also be a source of frustration. Gaining access to end users, dealing with language differences during interview sessions, and ensuring the questions asked capture what is needed are only a few of the hurdles that non-UX professionals will quickly learn they need to overcome.

Keywords
End users, Gaining access, Project team, User study
National Category
Human Computer Interaction
Identifiers
urn:nbn:se:kth:diva-161776 (URN)10.1145/2566463 (DOI)2-s2.0-84897755970 (Scopus ID)
Note

QC 20150317

Available from: 2015-03-17 Created: 2015-03-17 Last updated: 2018-01-11Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0002-1985-6867

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