Design and a deep customer insight approach to innovation

This paper proposes and explores the Deep Customer Insight Innovation Framework in order to develop an understanding as to how design can be integrated within existing innovation processes. The Deep Customer Insight Innovation Framework synthesises the work of Beckman and Barry (2007) as a theoretical foundation, with the framework explored within a case study of Australian Airport Corporation seeking to drive airport innovations in operations and retail performance. The integration of a deep customer insight approach develops customer-centric and highly integrated solutions as a function of concentrated problem exploration and design-led idea generation. Businesses’ facing complex innovation challenges or seeking to making sense of future opportunities will be able to integrate design into existing innovation processes, anchoring the new approach between existing market research and business development activities. This paper contributes a framework and novel understanding as to how design methods are integrated into existing innovation processes for operationalization within industry.

Designing experiences with wearables : A case study exploring the blurring boundaries of art, design, technology, culture and distance

This paper details a workshop aimed at exploring opportunities for experience design through wearable art and design concepts. Specifically it explores the structure of the workshop with respect to facilitating learning through technology in the development of experiential wearable art and design. A case study titled Cloud Workshop: Wearables and Wellbeing; Enriching connections between citizens in the Asia-Pacific region was initiated through a cooperative partnership between Hong Kong Baptist University (HKBU), Queensland University of Technology (QUT) and Griffith University (GU). Digital technologies facilitated collaboration through an inter-disciplinary, inter-national and inter- cultural approach (Facer & Sandford, 2010) between Australia and Hong Kong. Students cooperated throughout a two-week period to develop innovative wearable concepts blending art, design and technology. An unpacking of the approach, pedagogical underpinning and final outcomes revealed distinct educational benefits as well as certain learning and technological challenges of the program. Qualitative feedback uncovered additional successes with respect to student engagement and enthusiasm, while uncovering shortcomings in the delivery and management of information and difficulties with cultural interactions. Potential future versions of the program aim to take advantage of the positives and overcome the limitations of the current pedagogical approach. It is hoped the case study will become a catalyst for future workshops that blur the boundaries of art, design and technology to uncover further benefits and potentials for new outcomes in experience design.

Dining experience in elsewhere

Globalisation leads people getting a chance to move to a different place, to dine in a different context and to experience a different lifestyle. This paper evaluates the designs which offer dining experience in elsewhere, a changed context. A logical narrative review of literature has been conducted to clarify the patterns that restaurant practitioners, designers and social science researchers used for developing dining experience in elsewhere. The paper defines two hourglass balance pattern via food between diner and dining experience providers, as well as a set of interactive strategies in dining experience design. The former can be regarded as an example of the latter pattern. The findings indicate an empathetic setting design framework is needed in future research. This is the first paper that examines the dining experience in light of the atmosphere caused by people’s physical and psychological mobility flow in modern society. The findings provide an access to establish dining experience design framework in future research, that is, achieve various levels of diners’ needs in dining setting design by distributing the multisensory effects to activate diners’ involvement in the dining experience.

Do design de interação ao design da experiência tecnologicamente (i)mediata

Partindo da ideia de ʻDesign Globalʼ e tendo como pano de fundo a emergência e consolidação de novos paradigmas de interação baseados numa relação mais direta entre o corpo e os conteúdos digitais, a presente tese aborda a questão da (re)qualificação da experiência humana tecnologicamente mediada do ponto de vista do Design, designadamente do Design de Interação e do Design da Experiência. Neste contexto, a noção de ʻexperiência tecnologicamente (i)mediadaʼ representa uma ação humana que é, simultaneamente, mediada (do ponto de vista técnico) e direta ou imediada (do ponto de vista da percepção) entre o ser e a sua ação no mundo. Dado o objecto de estudo ser a experiência real que os objetos e dispositivos técnicos convocam designadamente na vida quotidiana, o nosso estudo implica toda a dinâmica holística da relação singular – racional, emocional, estética e projetiva – do ser com o seu mundo. Desse modo, defende-se a necessidade de enquadrar a raiz do pensamento e ação em Design numa hermenêutica fenomenológica e ontológica do projeto. Esta tese visa desta forma contribuir para apuramento e consolidação de uma praxis transdisciplinar para os designers e restantes intervenientes do processo do Design, cujo desígnio é a (re)qualificação da experiência que os artefactos e dispositivos técnicos convocam, assim como na apropriação e vínculo que a pessoa estabelece com estes. O resultado deste estudo sintetiza-se nos seguintes objetivos: 1. no desenvolvimento de conceitos operativos que estruturem o pensamento de uma Filosofia da Ação em Design com base numa prática que designamos por “design centrado-no-ser”; 2. na reflexão da experiência tecnológica através do conceito do estado de fluxo de Mihaly Csikszentmihalyi, enquadrando essa tipologia de experiências no contexto de uma vida, ou seja, no projeto de um eu; 3. na problematização da (re)qualificação da experiência técnica numa perspetiva de vida mais alargada que envolve o princípio de simetria entre ação ética e ação estética no pensamento e prática em Design; 4. na definição de um quadro de ações que manifesta a aplicabilidade dos conceitos desenvolvidos no ensino, investigação e prática do Design.

Rendre possible l’engagement en familiarité dans les CHSLD : les savoir-être d’une pratique de design centrée sur l’usager

Les défis associés au phénomène du vieillissement démographique de la population se manifestent sous plusieurs formes et à de nombreux égards. Il y a des questions générales comme celles qui touchent l’économique et d’autres, plus spécifiques et situées, comme celles des modalités assurant des services et des soins adéquats aux personnes vulnérables. Par exemple, le colloque « La qualité de l’expérience des usagers et des proches : vers la personnalisation des soins et des services sociaux », programmé dans le cadre des Entretiens Jacques Cartier à l’automne 2014, s’était donné comme objectif d’examiner l’expérience personnelle des usagers relativement aux prestations de soins de santé et à l’organisation des services sociaux. L’origine de ces réflexions réside dans la nécessité de trouver un meilleur équilibre des pouvoirs dans les relations d’aide ou la prestation de soin. Cette problématique sous-entend l’idée de rendre les usagers capables d’un certain contrôle par l’adoption d’approches permettant aux professionnels de faire des ajustements personnalisés. Cette thèse de doctorat s’inscrit directement dans le prolongement de cette problématique. La recherche vise à examiner les conditions en mesure de rendre possible, dans les Centres d’hébergement et de soins de longue durée (CHSLD), un rapport au monde catégorisé par ce que le sociologue Laurent Thévenot nomme le régime de la familiarité. Le régime de la familiarité fait référence aux réalités où l’engagement des personnes se déploie dans l’aisance. Autrement dit, ce régime d’engagement correspond à un rapport au milieu où la personne est en mesure de déployer ses habitudes, d’habiter le moment et de se sentir chez elle. Comme le montre Thévenot, ce type d’engagement commande la conception d’un monde qui offre aux personnes la possibilité d’articuler les modalités de leurs actions sur des repères qui font sens personnellement pour eux. Ainsi, l’objet de la recherche consiste à mieux comprendre la participation du design à la conception d’un milieu d’hébergement capable d’accueillir ce type d’engagement pragmatique. Les orientations associées à la conception de milieux d’hébergement capables de satisfaire de telles exigences correspondent largement aux ambitions qui accompagnent le développement des approches du design centrées sur l’usager, du design d’expériences et plus récemment du design empathique. Cela dit, malgré les efforts investis en ce sens, les capacités d’appropriation des usagers restent un problème pour lequel les réponses sont précaires. La thèse interroge ainsi le fait que les développements des approches de design, qui ont fait de l’expérience des usagers une préoccupation de premier plan, sont trop souvent restreints par des questions de méthodes et de procédures. Le développement de ces connaissances se serait fait au détriment de l’examen précis des savoir-être également nécessaires pour rendre les designers capables de prendre au sérieux les enjeux associés aux aspirations de ces approches. Plus spécifiquement, la recherche précise les qualités de l’expérience des établissements dont le design permet l’engagement en familiarité. L’enquête s’appuie sur une analyse des jugements posés par des équipes d’évaluation de la qualité du milieu de vie des CHSLD présents sur le territoire Montréalais. L’analyse a mené à la caractérisation de cinq qualités : l’accueillance, la convivialité, la flexibilité, la prévenance et la stabilité. Finalement, sous la forme d’un essai réflexif, un tableau de savoir-être est suggéré comme manière de rendre les designers capables de mettre en œuvre des milieux d’hébergement présentant les qualités identifiées. Cet essai est également l’occasion du développement d’un outil réflexif pour une pédagogie et une pratique vertueuse du design.

Heritage property, tourism and the UK Disability Discrimination Act

Heritage tourism depends on a physical resource based primarily on listed buildings and scheduled monuments. Visiting or staying in a historic building provides a rich tourism experience, but historic environments date from eras when access for disabled people was not a consideration. Current UK Government policy now promotes social inclusion via an array of equal opportunities, widening participation and anti-discrimination policies. Historic environments enjoy considerable legislative protection from adverse change, but now need to balance conservation with public access for all. This paper discusses the basis of research being undertaken by The College of Estate Management funded by the Mercers Company of London and the Harold Samuel Trust. It assesses how the 1995 Disability Discrimination Act has changed the legal obligations of owners/operators in managing access to listed buildings in tourism use. It also examines the key stakeholders and power structures in the management of historic buildings and distinguishes other important players in the management process.

Wine tourism and subsequent wine purchase behaviour

Wine Tourism within the grape-growing areas of Australia is an integral part of local and regional tourism initiatives, however, it is an area that has been under-researched resulting in few available resources to wine tourism providers. This research set out to address this deficiency by establishing whether there is a link between the wine tourism experience and wine purchasing behaviour.

Professional education using e-simulations : benefits of blended learning design

The use of digital, Web-based simulations for education and training in the workplace is a significant, emerging innovation requiring immediate attention. A convergence of new educational needs, theories of learning, and role-based simulation technologies points to educators’ readiness for e-simulations. As modern e-simulations aim at integration into blended learning environments, they promote rich experiential, constructivist learning.

Professional Education Using E-Simulations: Benefits of Blended Learning Design contains a broad range of theoretical perspectives on, and practical illustrations of, the field of e-simulations for educating the professions in blended learning environments. Readers will see authors articulate various views on the nature of professions and professionalism, the nature and roles that various types of e-simulations play in contributing to developing an array of professional capabilities, and various viewpoints on how e-simulations as an integral component of blended learning environments can be conceived, enacted, evaluated, and researched.

Online Shopping Websites: An Evaluation of User Experience and Interface Ergonomic Criteria from the Perspective of Older Users

This paper presents a user experience evaluation of two online shopping websites from the perspective of older users (those aged 50 and older). Two online shopping websites were evaluated using methodological procedures established in prior research [1]. The methodology consists of four steps: (1) heuristic interface evaluation using an ergonomic criteria checklist, (2) online identification and experience questionnaire, (3) evaluation of user experience and interface interaction, and (4) satisfaction questionnaire. Results of the study revealed the analyzed websites are not suitable for older users, who find it difficult to interact with these interfaces.

Design do vestuário infantil: as texturas como experiência tátil para crianças deficientes visuais

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Why Death Matters: Understanding Gameworld Experience

This article presents a study of the staging and implementation of death and the death penalty in a number of popular MMOGs and relates it to players general experience of gameworlds. Game mechanics, writings and stories by designers and players, and the results of an online survey are analysed and discussed. The study shows that the death penalty is implemented much in the same way across worlds; that death can be both trivial and non-trivial, part of the grind of everyday life, or essential in the creation of heroes, depending on context. In whatever function death may serves, it is argued that death plays an important part in the shaping and emergence of the social culture of a world, and in the individual players experience of life within it.