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This thesis explores the stigmas and taboos surrounding youth health centers in Sweden and how this might be hindering young people to visit the youth health centers. It’s exploring how this can be challenged and how the threshold can be lowered by involving the informal support system and bringing the youth health center to the youth arena which allows for a more informal type of support and guidance. The youth health centers in Sweden have been around since 1970 and are a well known and established form of healthcare, yet the majority of the visitors are young women. How come? I’ve been working from the hypothesis that there is a need for more youth to seek help but that they for various reasons don’t manage to make it all the way there. There are many stigmas surrounding topics that the youth health center is dealing with, such as sex, depression, or domestic violence. This is especially true for young people on the edge between childhood and adulthood. Using a human-centered design approach this project has through the involvement of adolescents, midwives and youth workers among others, been exploring challenges and finding opportunities where interaction design can be used to improve the situation for the youth that do not make it to the youth health centers but that want and would benefit from their services. The final design proposal is an ambassadorship, aimed towards adults already part of the informal support system, that will enable youth to feel more empowered to seek help. It is set up to reach the youth in new ways, in an informal manner to bring the solution to the youth and to create a more comfortable space for them to open up within. Part of this is also a service for youth to effortlessly get in contact with the youth health center and to create personal connections to its personnel through link cards and video presentations. These connections are there to prepare the youth and to lower the bar of contact by building trust and humanize the help-seeking process. To make it clear that they are not trying to contact an institution but a person.

While we are experiencing the Covid-19 pandemic in the world, we ask ourselves about many aspects of our lives and above all we ask ourselves if some behaviors and habits will remain the same as in the past or will undergo transformations. In this panorama we try to imagine future scenarios for our cities, for a different use of public spaces, more inclusive, which responds to the needs and desires of different urban populations: children, elderly, animals, non-human agents, etc.

Denna fallstudie hade som syfte att undersöka utvecklingen av e-tjänster i en myndighet, med fokus på hur de kan anta ett användarcentrerat förhållningssätt. Data har samlats in från myndighetsanställda som är involverade i utvecklingen av e-tjänster, genom en förstudie samt semistrukturerade intervjuer. Data har sedan analyserats genom tematisk analys. Studien avslöjade att myndigheten står inför flera utmaningar när det gäller att implementera ett användarcentrerad praxis, på grund av begränsad kunskap om varför ett användarcentrerat förhållningssätt är viktigt, varierande förutsättningar för att involvera interna och externa användare samt ett inåtvänt myndighetsperspektiv. Resultaten lyfter fram behovet av ett bättre stöd till de anställda inom myndigheten och fler utbildningar i tjänstedesign och användarcentrerad utveckling samt metoder för användarinvolvering. Genom att förbättra den interna kapaciteten och främja en användarcentrerad kultur kan myndigheten bättre anpassa sin e-tjänsteutveckling till användarnas behov och förväntningar.

[pt] Esta dissertação tem como objetivo analisar a formação de designers à luz das ferramentas CANVAS na prática do Design de Serviço. A pesquisa buscou as origens dos CANVAS e do Design de Serviço, além de categorizar os principais CANVAS por área mercadológica de aplicação. Realizou-se uma pesquisa quantitativa que para identificar os principais CANVAS utilizados por designers e não designers, os benefícios e as dificuldades que estes encontram no uso desta ferramenta em projetos de Design de Serviço. Num segundo momento, entrevistas semiestruturadas, com profissionais atuantes no segmento de Design de Serviço e usuários de CANVAS, foram analisadas para encontrar as habilidades que designers e não designers necessitam possuir para manejar esta ferramenta em projetos colaborativos. Os resultados destes dois momentos foram consolidados, apontando para três habilidades importantes que designers precisam dominar: a identificar o grau de complexidade do projeto, a entender a forma como o grupo se organiza em sua arquitetura social e ter atenção aos conflitos intragrupais, certos de ocorrerem, pois estes quando tratados de maneira hábil, podem trazer muitas contribuições para processos de criação coletiva. / [en] This dissertation aims to analyze the training of designers in the light of the CANVAS tools in the practice of Service Design. The research sought the origins of CANVAS and Service Design, in addition to categorizing the main CANVAS by market area of application. A quantitative research was carried out to identify the main CANVAS used by designers and non-designers, the benefits and difficulties they encounter in using this tool in Service Design projects. Secondly, semi-structured interviews, with professionals working in the Service Design segment and CANVAS users, were analyzed to find the skills that designers and non-designers need to have to manage this tool in collaborative projects. The results of these two moments were consolidated, pointing to three important skills that designers need to master: to identify the degree of complexity of the project, to understand the way the group is organized in its social architecture and to pay attention to intragroup conflicts, certain to occur because these, when handled in a skillful way, can bring many contributions to collective creation processes.

Emerging advances in the realm of Artificial Intelligence (AI) have had a tremendous impact on various fields around us and society as a whole. As technologies continue to evolve, so will the role of designers when it comes to using AI. It has the potential to be the next tool designers use to create human-centered products and services. To truly understand AI and harness its capabilities, it is crucial to demystify the term and its inner workings. This thesis is explorative research to shed light on collaborative intelligence and how designers can harness the capabilities of AI. It further explores how to integrate the principles of design and AI to create AI-driven products and services. In addition to background research conducted on both design and AI, the importance of both these fields’ intersection was also researched upon. The project followed the Double Diamond design process principles, consisting of four phases: discover, define, develop, and deliver. This process was then used again to design a framework that bridges the gap between AI & design principles. This research aimed to explore how designers could use AI to develop new products and services. The project resulted in a framework that guides designers on how to get acclimated to AI and uses a specific set of principles to design for AI. It contains concepts necessary to understand the different aspects of AI and aims to build a common language amongst all AI practitioners. The framework also serves as a basic outline of a workshop that provides various design methods that AI practitioners can use to ideate AI-driven solutions. / Framsteg inom Artificiell Intelligens (AI) har redan haft enorma effekter på diverse ämnesområden med direkt eller indirekt påverkan på oss människor. I och med att teknologin som utnyttjar AI kommer att utvecklas, kommer även rollen för designers att förändras. AI innehar potentialen att bli nästa verktyg som kan brukas för att skapa människocentrerade produkter och tjänster. För att förstå och nyttja AI och dess förmåga är det kritiskt att avmystifiera termen och dess potential. Detta explorativa arbete syftar till att nysta upp kollaborativ intelligens samt att undersöka hur det kan användas av designers för att nyttja AIs fulla potential. Därtill utforskar arbetet hur AI och designprinciper kan integreras för att skapa AI-baserade produkter och tjänster. Utöver forskningen inom design och AI undersöks även fältens skärningspunkter. Följande arbete använder sig av Double Diamond designprocessen och dess principer: discover, define, develop, and deliver. Denna process kommer att användas för att konstruera ett ramverk som binder samman AI och designprinciper. Arbetet syftar till att utforska hur designers kan använda AI för att skapa nya produkter och tjänster. Resultatet är ett ramverk som kan vägleda designers att acklimatisera sig med AI och dess specifika principer för att kunna applicera AI i sitt arbete. Ramverket innefattar nödvändiga koncept för att förstå olika aspekter av AI och strävar efter att bygga ett gemensamt språk för alla utövare av AI. Ramverket ger dessutom riktlinjer för att strukturera workshops som förser alla möjliga AI användare med designmetoder för att skapa AI baserade lösningar.

This rapid ethnographic study explored how a 'mobile health education' app might impact preschool teachers and students, interact with organizational protocols and policies, and align with the preschool culture. The researcher evaluated the app's early Pre-K content and user experience. With a systems thinking approach, this study revealed the lived-experiences and processes in preschools around Austin, Texas. The outcomes of this study guided the client with more human-centered approaches to researching and designing their apps and services.

This thesis investigates the influence of organizational culture on customer experience through a comprehensive study of a global supplier of home repair products. By combining organizational analysis and consumer research, this research draws on anthropological principles to explore the nuances of family governance and their effects on behavior, customer experience, and product design. The results of this study present insightful information on product perception and actionable strategies to improve product design, branding, and messaging in order to enhance customer experience and drive sales. Drawing on organizational anthropology and the utilization of critical reflexivity, this thesis provides a deeper understanding of how family-owned businesses can leverage research to challenge their cultural assumptions about products, consumers, and their organization, in order to effectively implement customer-centric solutions and drive organizational behavior, customer experience, and product development.

Aim: As the ageing population in China increases, support required from family caregivers for older relatives living with long-term health conditions also increases. This being so, this thesis explored the experiences and perceptions of current and prospective family caregivers, under the culture of Xiao (孝; filial piety). Design and Methods: Phase 1 was conducted with 19 Chinese students using 3 focus groups to gain greater familiarity with the culture and inform the main study (Phase 2). Adopting a social constructivist philosophical position, data for Phase 2 were obtained from three generational sub-samples: only-children affected by the One-Child Policy (OCP), parents affected by OCP, and family caregivers in the workforce, totaling 23 participants through virtual in-depth interviews with participants in mainland China. Interviews were translated, transcribed, and analysed using reflective thematic analysis. Findings and Conclusion: Phase 1 confirmed the centrality of the concept of Xiao to attitudes and beliefs around future caregiving for parents. Phase 2 findings’ overarching theme was ‘Competing pressures’, which comprised of three inextricably linked themes: (i) Caregiving beliefs, (ii) Contextual factors, and (iii) Caregiving conditions. Participants expressed meaningful desires to fulfil obligations, reflecting value-based convictions, stemming from their socio-cultural environment. Stressors experienced reveals structural and personal barriers to seeking support. Ultimately, extensive demands and limited coping strategies could diminish meaning in caregiving. This thesis makes a novel contribution on perceptions and experiences of family caregivers of older relatives within China as a collectivist society. Findings have implications for research, policy, and practice, highlighting the need for culturally attuned services to build resilience.

The purpose of the essay is to study why and how the Swedish Transport Administration has applied quality management and service design. This study applies the institutional theory and theory behind New Public Management. Total Quality Management and service design are used as study objects. A qualitative method with an abductive approach has been used. The authors use primary and secondary data, which have been collected through semi-structured interviews and (final) reports from the Swedish Transport Administration. According to the employees and (final) reports, The Swedish Transport administration was motivated to apply quality management due to faults in the facilities, and service design due to lack of railway descriptions. The Swedish Transport Administration's quality management work takes place, among other things, through the four-step principle, the project model and ISO standards when working on railways. The Swedish Transport Administration works with service design from an outside and in perspective, to understand its customers and to create successful outcomes in the organization. This is done by, among other things, introducing service maps and creating value for customers. / Syftet med uppsatsen är att studera varför och hur Trafikverket har tillämpat kvalitetsstyrningsarbete samt tjänstedesignarbete. Denna studie tillämpar den institutionella teorin och teorin bakom New Public Management. Total Quality Management och tjänstedesign används som studieobjekt. En kvalitativ metod med en abduktiv ansats har använts. Författarna använder sig av primär-och sekundärdata, vilka har samlats in genom semistrukturerade intervjuer samt (slut)rapporter från Trafikverket. Enligt de anställda och (slut)rapporterna, motiverades Trafikverket till att tillämpa kvalitetsstyrning på grund av fel i anläggningarna och tjänstedesign på grund av bristande järnvägsbeskrivningar. Trafikverkets kvalitetsstyrningarbete sker bland annat genom fyrstegsprincipen, projektmodellen och ISO standarder vid arbete på järnväg. Trafikverket arbetar med tjänstedesign utifrån ett utifrån- och in perspektiv, för att förstå sina kunder och skapa framgångsrika utfall i organisationen. Detta genom att bland annat införa tjänstekartor och skapa värde för kund.