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  • 1.
    Björndal, Petra
    et al.
    KTH, School of Computer Science and Communication (CSC), Media Technology and Interaction Design, MID. ABB Corporate Research.
    Eriksson, Elina
    KTH, School of Computer Science and Communication (CSC), Media Technology and Interaction Design, MID.
    Artman, Henrik
    KTH, School of Computer Science and Communication (CSC), Media Technology and Interaction Design, MID.
    From transactions to relationships: Making sense of user-centered perspectives in large technology-intensive companies2015In: 4th IFIP 13.6 Working Conference on Human Work Interaction Design, HWID 2015, Springer-Verlag New York, 2015, p. 114-124Conference 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.

  • 2.
    Björndal, Petra S.
    et al.
    KTH, School of Computer Science and Communication (CSC), Media Technology and Interaction Design, MID. ABB Corporate Research, Västerås, Sweden .
    Ralph, Maria B.
    ABB Corporate Research, Västerås, Sweden .
    On the handling of impedance factors for establishing apprenticeship relations during field studies in industry domains2014In: Proceedings of the NordiCHI 2014: The 8th Nordic Conference on Human-Computer Interaction: Fun, Fast, Foundational, 2014, p. 1107-1112Conference 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.

  • 3. Ralph, M.
    et al.
    Björndal, Petra
    KTH, School of Computer Science and Communication (CSC), Media Technology and Interaction Design, MID. ABB Corporate Research, Sweden.
    Supporting the Uninitiated in User - Centered Design2014In: interactions, ISSN 1072-5520, E-ISSN 1558-3449, Vol. 21, no 2, p. 60-65Article in journal (Refereed)
    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.

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