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The secret life of a persona: when the personal becomes private
KTH, School of Computer Science and Communication (CSC), Media Technology and Interaction Design, MID.ORCID iD: 0000-0002-7662-9687
2013 (English)In: CHI '13 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, ACM , 2013, 2677-2686 p.Conference paper (Refereed)
Abstract [en]

Some organizations fail to involve users in systems development due to a widespread organization, high workload or secrecy issues. A remedy against this situation could be the persona method in which users and main stakeholders as represented as fictitious characters. Personas help eliciting user needs and requirements, facilitate design choices and are an overall communication aid where users cannot be present. An important part of the persona method, as portrayed in literature, is the personal details that make the personas trustworthy and alive. In this paper we present two cases in which personas have been developed and used, but where the personal is scarce or even non-existent because of a dispersed organisation, the organisational culture and secrecy issues. The paper describes how the personas were developed, used and received and how the method was altered in order to work in these special circumstances.

Place, publisher, year, edition, pages
ACM , 2013. 2677-2686 p.
Keyword [en]
Persona, Secrecy issues, Stakeholder, Systems development, User centred design
National Category
Engineering and Technology Computer and Information Science
URN: urn:nbn:se:kth:diva-116405DOI: 10.1145/2470654.2481370ScopusID: 2-s2.0-84877990541ISBN: 978-145031899-0OAI: diva2:589528
31st Annual CHI Conference on Human Factors in Computing Systems: Changing Perspectives, CHI 2013; Paris; France; 27 April 2013 through 2 May 2013

QC 20130816. Updated from accepted to published.

Available from: 2013-01-18 Created: 2013-01-18 Last updated: 2013-08-16Bibliographically approved
In thesis
1. Situated Reflexive Change: User-Centred Design in(to) Practice
Open this publication in new window or tab >>Situated Reflexive Change: User-Centred Design in(to) Practice
2013 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

Technology used in the Swedish workplace is perceived to be controlling, gener- ally still difficult to use, and with a low degree of usability. Even though the field of Human-Computer Interaction (HCI) has been concerned with researching different ways of developing usable systems for at least half a century, there seem to be problems with the diffusion of the results into practice. One of the possible approaches to developing usable systems is user-centred design, and in this thesis I am concerned with the issue of introducing user-centred design and usability work in public authorities and institutions. I will present work done in two different research projects with a focus on change, where the aim has been to introduce or enhance usability work. Through a lens of social construction- ism and reflexivity I will explore the outcome of the projects and the implica- tions for the introduction of user-centred design in practice. Furthermore, I will explore whether the focus on the introduction of usability work might hinder the formation of a sustainable change in the organizations interested in devel- oping usable systems. The research question then becomes; can we introduce usability work in organizations?

The answer to this question is no. Instead, we need to change our perspective from introduction to situated reflexive change: focusing on sensemaking and a situated process of ongoing change, where the stakeholders in the organization themselves must play an active and responsible part. This entails a shift from dualism to duality and a reconsideration of what our usability methods can con- tribute with. Furthermore, I will explore possible approaches to working with situated reflexive change with tools that are familiar in the field of HCI, but with an expanded scope. In particular I will discuss field studies conducted by system developers as a tool for making sense of usability issues, personas as a tool for inducing reflexivity in and on practice, and usability coaching as a sensemaking tool for both organizational stakeholders and researchers in order to understand and reflect upon change.

Place, publisher, year, edition, pages
Stockholm: KTH Royal Institute of Technology, 2013. xviii, 72 p.
Trita-CSC-A, ISSN 1653-5723 ; 2012:18
user-centred design, user-centred systems design, organizational change, sensemaking, reflexivity, practice
National Category
Human Computer Interaction
urn:nbn:se:kth:diva-116403 (URN)978-91-7501-610-8 (ISBN)
Public defence
2013-02-08, F3, Lindstedtsvägen 26, KTH, Stockholm, 14:00 (English)

QC 20130118

Available from: 2013-01-18 Created: 2013-01-18 Last updated: 2013-01-18Bibliographically approved

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