abstract: This ethnography follows mobile trajectories on roads in Nairobi to investigate how the transformation of transport infrastructure has affected people’s everyday mobility. I follow diverse mobile actors, including pedestrians, handcart (mkokoteni) workers, and minibus (matatu) operators, whose practices and ideas of moving are central to understand the city’s ordinary mobility. I also situate their everyday ways of moving in the rules, plans and ideas of regulators, such as government officials, engineers and international experts, who focus on decongesting roads and attempt to reshape Nairobi’s better urban mobility. Despite official and popular aspirations for building new roads and other public transport infrastructure, I argue that many mobile actors still pursue and struggle with preexisting and non-motorized means and notions of moving that are not reflected in the promise of and plans for better mobility. This ethnography also reveals how certain important forms of ordinary mobility have been socially marginalized. It explores what kinds of difficulties are created when the infrastructural blueprints of road “experts” and the notions that politicians promote about a new urban African mobility fail to match the reality of everyday road use by the great majority of Nairobi residents. By employing mobile participant observation of the practices of moving, this study also finds important ethnographic implications and suggestions for the study of mobile subjects in an African city where old and new forms of mobility collide. / Dissertation/Thesis / Doctoral Dissertation Anthropology 2016

Syftet med studien är att ta reda på hur tre olika innovativa tekniker kan användas för att samla in användarinsikter i en tjänstedesignprocess. Detta genomförs med ett designcase som handlar om besökarnas upplevelse av Norrköpings Symfoniorkesters konserter. Symfoniorkestern behöver hjälp med att locka fler besökare till konserterna och nya sätt behöver användas för att samla in användarinsikter för att få så många olika perspektiv som möjligt av konsertupplevelsen. Det var 20 personer som deltog i studien med en blandning av personer, dels de som idag går på Norrköpings Symfoniorkesters konserter och dels de som inte besöker dem. Deltagarnas uppgift i studien var att gå på två av deras konserter och dokumentera sina upplevelser med hjälp av tre olika innovativa tekniker: designsond, app och automatisk kamera. Resultatet av studien visar att den första tekniken designsonden gav en fördjupad bild av deltagarnas syn på konsertupplevelsen och hjälpte till att bredda fokus i tjänstedesignprocessen. Den andra tekniken,appen, kunde ge en mer detaljerad information i realtid om deltagarnas konsertupplevelse på plats. Den tredje tekniken, automatisk kamera, kunde ge ett detaljerat flöde automatiskt på plats över deltagarnas konsertupplevelse som visade mönster och beteenden som kunde kopplas till konsertupplevelsen. Studien visar på att de tre teknikerna gör att användaren hamnar i fokus under hela tjänstedesignprocessen, vilket är grunden för att kunna arbeta användarcenterat. Tillsammans blir teknikerna ännu mer kraftfulla att använda då de kan komplettera varandra i en tjänstedesignprocess. / The goal of the study is to find out how three different innovative techniques can be used to collect user experience in a service design process. This is carried out using a design case regarding the user experience of the Norrkoping’s Symphony Orchestras (SON) concerts. This is a symphony orchestra that has experienced increasing difficulty in attracting more visitors, and new methods are needed to tackle the problem. Therefore, in this study mobile ethnography and innovative methods will be used. There were 20 participants in the study, including a mix of people who regularly attend SON-concerts and those who do not. The participant’s task in this study was to attend two of SON-concerts and document their experience using three different innovative techniques: Probe, smartphone application and automatic camera. The result of the study shows that the probe gave a much more detailed look into the participants’ view of the concert experience, and contributed in widening the focus of the service design process. The application gave a more detailed information in real-time, on sight. The automatic camera gave a more detailed flow, automatically on sight, of the concert experience. That may show certain patterns and behaviors of the participants linked to the concert experience. The study shows that the three innovative techniques puts focus on the user throughout the entire service design process, which is the foundation for working user-centered. If the techniques are used in combination they become more effective as they complete each other in a service design process.