Studien undersökte vilka centrala designprinciper inom ärendehantering och tidsplanering som kan appliceras vid utveckling av ett anpassat ERP-system (Enterprise Resource Planning system) inom SMF:er (Små och Medelstora Företag). Anpassning av ERP-system inom SMF:er är ett komplext område med många komplikationer vilket gör det till en problemklass. Två SMF:er som upplever problem med ärendehantering och tidsplanering var involverade i studien och användes som grund för att utveckla ett anpassat ERP-system. Ett antal wicked problems identifierades utifrån de problemområden som företagen upplevde. Undersökningen utfördes genom en ADR (Action Design Research) forskningsansats med kvalitativ insamlad data under en nio veckor lång period, där fem iterationer av utveckling och utvärdering utfördes med en veckas tidsspann var. Studien resulterade i ett anpassat ERP-system som inkluderar ärendehantering och tidsplanering med en god system-till-arbete passform inom företagen. Sex designprinciper utvecklades under ADR-arbetet och fastställdes när systemet var fullt fungerande och godkänt av involverade företag. Designprinciperna besvarade de identifierade wicked problems och kan användas av andra vid anpassning av ERP-system inom SMF:er / The study examined which central design principles in case management and time planning can be applied in the development of a customized ERP system (Enterprise Resource Planning system) within SMEs (Small and Medium-sized Enterprises). Customization of ERP systems within SMEs is a complex field with many complications which makes it a problem class. Two SMEs experiencing problems with case management and planning were involved in the study and were used as a basis for developing a custom ERP system. Several wicked problems were identified based on the problem areas that the companies experienced. The study was conducted through an ADR (Action Design Research) approach with qualitative collected data over a nine-week period, where five iterations of development and evaluation were performed with a time span of one week each. The study resulted in a custom ERP system that includes case management and time planning with a good system-to-work fit within the companies. Six design principles were developed during the ADR work and established when the system was fully functional and approved by the involved companies. The design principles answered the identified wicked problems and can be used by others when adapting ERP systems within SMEs.

Data privacy has been growing in importance in recent years, especially with the continuous increase of online activity. Researchers study, design, and develop solutions aimed at enhancing users’ data privacy. The wicked problem of data privacy is a continuous challenge that defies straightforward solutions. Since there are many factors involved in data privacy, such as technological, legal, and human aspects, we can only aim at mitigating rather than solving this wicked problem. Our aim was to focus on human aspects for designing usable crypto-based privacy-enhancing solutions.  In this thesis, we followed a user centered design method by using empirical qualitative means for investigating user’s perceptions and opinions of our solutions. Most of our work has focused on redactable signatures in the cloud context within the eHealth use-case. Redactable signatures are  a privacy enhancing scheme allowing to remove parts of a signed document by a specified party for achieving data minimization without invalidating the respective signature. We mainly used semi-structures interviews and focus groups in our investigations. Our results yielded key HCI considerations as well as guidelines of different means for supporting the design of future solutions. / Data privacy has been growing in importance in recent years, especially with the continuous increase of online activity. Researchers continuously study, design, and develop solutions aimed at enhancing users’ data privacy. The wicked problem of data privacy is the continuous challenge that defies straightforward solutions. Since there are many factors involved in data privacy, such as technological, legal, and human aspects, we can only aim at mitigating rather than solving this wicked problem. Our aim was to focus on human aspects for designing usable crypto-based privacy-enhancing solutions.  In this thesis, we followed a user centered design method by using empirical qualitative means for investigating user’s perceptions and opinions of our solutions. Most of our work has focused on redactable signatures in the cloud context within an eHealth use-case. Redactable signatures are a privacy-enhancing scheme, which allow the removal of parts of a signed document by a specified party without invalidating the respective signature. Our results yielded key HCI considerations as well as guidelines of different means for supporting the design of future solutions. / <p>Paper 3 was included as manuscript in the thesis.</p>

This dissertation examines the challenges of organizing in times of global displacement in three different studies. The papers are based on an ethnographic case study of an international aid organization and its operations in Rwanda. Each paper investigates a distinct aspect of responding to one of society's most pressing global problems, gradually unpacking how current organizational responses form a key part of the problem. The first paper explores the challenges of representing multi-sectoral contexts, as global crisis and grand challenges cut across multiple different sectors and domains. Drawing on pragmatist ideas, the paper conceptualizes multi-sectoral contexts by focusing on practical effects that differ in terms of visibility, comparability and timeliness. It further advances the idea of useful, rather than truthful, representation of complex contexts. The second paper examines the shift to participation and downward accountability in refugee crises. It outlines how downward accountability realizes its moral responsibility in an acute crisis, but betrays it over time as displacement prolongs. We conceptualize the dynamics of downward accountability as inclusive as well as exclusive, suggesting that participatory practices of downward accountability might reinforce refugees as marginalized others as displacement prolongs. The third paper follows this more critical stance by examining how the predominant solution to refugee crises, encampment, enacts and intensifies displacement over time. Contributing to the notion of wicked problems, this paper specifies the underlying practices of such problems' inherent intractability, referring to temporal and spatial containment. The paper however also sheds light on dynamics of temporal and spatial diffusion that assist in de-intensifying global wicked problems. The dissertation concludes with two overarching contributions that sketch opportunities for future research and reflects on the impact and implications of research on today's global social challenges.

abstract: Design is a fundamental human activity through which we attempt to navigate and manipulate the world around us for our survival, pleasure, and benefit. As human society has evolved, so too has the complexity and impact of our design activities on the environment. Now clearly intertwined as a complex social-ecological system at the global scale, we struggle in our ability to understand, design, implement, and manage solutions to complex global issues such as climate change, water scarcity, food security, and natural disasters. Some have asserted that this is because complex adaptive systems, like these, are moving targets that are only partially designed and partially emergent and self-organizing. Furthermore, these types of systems are difficult to understand and control due to the inherent dynamics of "wicked problems", such as: uncertainty, social dilemmas, inequities, and trade-offs involving multiple feedback loops that sometimes cause both the problems and their potential solutions to shift and evolve together. These problems do not, however, negate our collective need to effectively design, produce, and implement strategies that allow us to appropriate, distribute, manage and sustain the resources on which we depend. Design, however, is not well understood in the context of complex adaptive systems involving common-pool resources. In addition, the relationship between our attempts at control and performance at the system-level over time is not well understood either. This research contributes to our understanding of design in common-pool resource systems by using a multi-methods approach to investigate longitudinal data on an innovative participatory design intervention implemented in nineteen small-scale, farmer-managed irrigation systems in the Indrawati River Basin of Nepal over the last three decades. The intervention was intended as an experiment in using participatory planning, design and construction processes to increase food security and strengthen the self-sufficiency and self-governing capacity of resource user groups within the poorest district in Nepal. This work is the first time that theories of participatory design-processes have been empirically tested against longitudinal data on a number of small-scale, locally managed common-pool resource systems. It clarifies and helps to develop a theory of design in this setting for both scientific and practical purposes. / Dissertation/Thesis / Doctoral Dissertation Environmental Social Science 2018

Global governance refers to global cooperation through existing and developing structures, groups, and initiatives, yet little academic research focuses on the role of international nongovernmental organizations (INGOs) in promoting global governance. Using Benet's polarities of democracy as the theoretical foundation, the purpose of this critical case study was to explore why and how INGOs address the gap in global governance institutions in terms of humanitarian support. Data collection involved open-ended interviews with 12 members of an international, nonprofit service organization that provides humanitarian support services to a global community. Interview data were inductively coded and subjected to a thematic analysis procedure. Findings revealed 4 key themes: INGOs fill the global governance institutional gap because members think it is the right thing to do and they want to help their fellow human beings; effective global governance starts locally and simply; global governance remains conceptual; but polarities of democracy show promise as a possible global governance policy guide. Findings may be used to promote INGO participation in the provision of global humanitarian support and to improve global cooperation in addressing problems, such as mass migration, pandemics, and climate change. All of humanity, particularly those in poverty and distress, stand to benefit from effective global governance.

In an era of struggling public educational systems, the Allegheny County Propel Schools organization has made great strides to improve academic performance while producing students who are also great citizens. From their founding less than a decade ago, a clear vision and approach to education, captured in a handful of Promising Principles, has been an unquestionable part of their success. As the organization grows and new schools are planted, Propel must find effective means of replicating their model to ensure that each Propel school is as successful as the others. With this project, the author aims to prove that design and designers have an important role to play in helping this type of organization reach their goals without approaching the situation from a problem-solving, artifact-based angle. Instead, the author deliberately departs from a discipline-specific design approach to engage strategically with an organization devoted to social impact; through this relationship she uses design methodology in a non-traditional setting to show that the power of fully immersive collaboration is greater than the power of design alone. The result is a set of design recommendations for a systemic model of replication that is both sensitive to the organization’s culture and forward-thinking in its approach. This model, paired with the introduction of a new job position and virtual assistant, is a comprehensive proposal for helping the organization plan for future growth. It is meant to provide a foundation for what is possible, a framework for visualizing the potential, attainable next steps.

Orientadores: Ricardo Ribeiro Gudwin, Rodrigo Almeida Gonçalves / Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Eletrica e de Computação / Made available in DSpace on 2018-08-11T13:41:21Z (GMT). No. of bitstreams: 1 Paraense_AndreLuisOgando_M.pdf: 18795606 bytes, checksum: ebdaafc954d8fc94a61c93e59d8e6d79 (MD5) Previous issue date: 2008 / Resumo: Problemas não estruturados são problemas que dependem de variáveis não quantificáveis, não mensuráveis, imprecisas ou incertas, e que podem depender de fatores culturais, políticos, sociais, econômicos e ambientais. Sistemas ¿Otimizantes¿, onde há uma forte dependência na lógica e fraca interação homem-máquina, geralmente não são capazes de resolver este tipo de problema, pois não há nestes sistemas um processamento semântico adequado para manipular convenientemente as imprecisões e intratabilidades algorítmicas. Sistemas de Amplificação de Inteligência (SAI), que têm sua gênese nos Sistemas de Suporte à Tomada de Decisão (SSTD) e consideram a participação humana no circuito de resolução dos problemas, são capazes de suportar a tomada de decisão humana na resolução de problemas não estruturados. Para construir SAI, as técnicas e ferramentas das metodologias existentes de desenvolvimento de sistemas computacionais são necessárias, porém não suficientes. Este trabalho propõe uma metodologia para o desenvolvimento sistemático de SAI que estende o Processo Unificado de Desenvolvimento, adicionando a ele um fluxo principal de trabalho denominado Modelagem Cognitiva, que concentra-se em aspectos cognitivos dos agentes humanos que resolvem os problemas não estruturados existentes. Para ser capaz de modelar estes aspectos, a metodologia se baseia na teoria da semiótica de Charles Sanders Peirce. Como caso de estudo, é apresentada a aplicação do fluxo de Modelagem Cognitiva para desenvolver um Sistema de Amplificação Inteligência para suportar a resolução de um problema não estruturado do mundo real: o problema de estocagem e embarque de pelotas de minério-de-ferro de uma mineradora brasileira. Palavras-chave: Engenharia de Software ¿ Metodologia, Processo Decisório, Semiótica / Abstract: Wicked problems are problems which depend on unquantifiable, unmeasurable, imprecise or uncertain variables, which can depend on cultural, political, social, environmental and economic factors. ¿Optimizing¿ Systems, which depend heavily on computer logic and have unsatisfactory humancomputer interaction, often are uncapable of solving wicked problems, because they can not manipulate imprecision and algorithmic intractabilities based on a semantic processing. Intelligence Augmentation Systems (IAS), which have their genesis in Decision Support Systems (DSS) and consider humans in the loop of the problem resolution, are capable of supporting human decision making in solving wicked problems. Existing tools and techniques for developing computational systems are necessary but not suf- ficient to build IAS. This work proposes a software development process to systematically develop IAS which extends the Unified Software Development Process, adding to it one core workflow called Cognitive Modeling, which concentrates in the cognitive aspects of the human agents who solve the existing wicked problems. In order to be able to model these aspects, the methodology is based on the semiotic theory of Charles Sanders Peirce. We present as the case study the application of the core workflow Cognitive Modeling to build an IAS to support the decision making of a real world wicked problem: the stocking and shipping of iron ore pellets of a Brazilian mining company. Keywords: Software Engineering, Decision Support Systems, Intelligence Augmentation Systems, Wicked Problems, Computational Semiotics / Mestrado / Engenharia de Computação / Mestre em Engenharia Elétrica

States need well-functioning administrative capacities to manage complex crises such as the Covid-19 pandemic. However, the use of public administration as a perspective is not common in crisis management research. In this comparative study, the national crisis management in Sweden, Norway and Denmark during the Covid-19 pandemic are described and compared through the perspective of administrative capacities according to Lodge and Wegrich (2014). To understand the identified similarities and differences in the three countries’ strategies the study looks at administrative traditions. Through the analysis of the countries’ crisis management, the study also examines whether the pandemic can be understood as a wicked problem as defined by Rittel (1973). The study concludes that the initial differences in how rigorous measures were taken, gradually tapered off as the countries progressed to strategies and measures adapted to the current spread of infection. The study also shows that administrative traditions influenced the differences in crisis management as Sweden with its dualism let public authorities and experts lead the way in measures and strategies while Norway and Denmark acted on political principles. Finally, the study finds results supporting the pandemics’ wicked nature and concludes it can be understood as a wicked problem.

Today's digital products, services and experiences need to be designed with accessibility in mind in order to provide equal opportunities in use and enjoyment for the growing group of users with permanent, temporary and situational impairments. However, the topic still seems to be an afterthought in practice. With the research question 'What are the enablers and inhibitors for integrating accessibility into digital design processes from a systemic perspective?', this thesis aims to identify factors that drive or hinder accessibility efforts among design practitioners in Germany and how these factors may interrelate. Accessibility integration is therefore defined as a system. The research is based on a qualitative study using semi-structured interviews with four UX Designers, two UI Designers and one Chief Creative Officer with varying experiences regarding accessibility in past projects. By conducting a content analysis, the responses are grouped into categories and further visualized in the form of system archetypes to understand systemic behavior. The findings indicate that integration of accessibility into digital design processes is influenced by many enabling and inhibiting factors, of technical, individual, societal, institutional, regulatory, economic and financial as well as cliental and organizational nature, turning the topic into a complex, wicked problem. While economic reasons were a dominant force driving the system's behavior, it appears that the underlying mental models of all actors involved are significantly contributing to the state of accessibility in design practice.

Via the use of applied games design methodologies, based on analytical grounding, this paper examines the possibility of developing a new type of Policy Game, Wicked Games, as Participatory Design method for use when working with multiple stakeholders on Critical, Crucial, Complex and Wicked Problems (Rittel & Webber 1973). This paper approaches this topic from a Games Design Research perspective, to shed new light on the qualities of medium for participatory designers. This paper provides a definition of, design heuristics for, and an example of a Wicked Game as a starting point for further work within the topic, as well as providing an analysis of a Formal Analysis as a methodology for extracting tacit knowledge from games, Distributed Playtests as a means for gathering information to allow rapid iteration within games design.