Made available in DSpace on 2016-04-26T18:13:18Z (GMT). No. of bitstreams: 1 Caio Favero Marchi.pdf: 22773905 bytes, checksum: 60dcceb2b3dc81852213e20a958e5fa3 (MD5) Previous issue date: 2013-09-19 / The object of this study is one of the patterns (Surveillance) of the Security Lens of that which researchers from Brunel University have called Design with Intent (DwI). Based on the question suggested by the object of the study itself (What would happen if citizens knew, or at least believed, that their behavior is being seen or monitored by people in positions of power or authority?) and in the dissemination, more patent every day, of surveillance and control devices in the major metropolises of the world, as is the case of São Paulo, the question that will guide us is: to which extent does the pattern Surveillance, a development of the Security Lens of DwI, incite social behaviors? With the purpose of answering this question and to prove the hypotheses that this method standardizes social behaviors and that it acts, moreover, as a control device of contemporary societies, this study will make use of a hybrid methodology, composed of bibliographic research, documental research and unstructured and undirected interviews. The theoretical frame of reference of the bibliographic research will include Castel (2005) and Bauman (2009) to present the issue of fear and insecurity in large cities; Vaz (2004; 2005; 2006), Kellner (2001) and Wainberg (2005) to clarify the contribution of mass media in the construction of the image of urban violence; Foucault (1997; 2008), Deleuze (2010), Hardt (2000), Rose (1999) and Costa (2004) to elaborate an overview of the transformations and characteristics of the different societal models; Lockton, Harrison and Stanton (2011) to introduce and deepen the debates on the importance of DwI; and Norris and Armstrong (199), Bruno (2010) and Kanashiro (2010) to broach the topic of surveillance and the development of its technological devices (CCTV). The documental research will collect information on violence and fear in the capital of the state of São Paulo from magazines, newspapers and television reports. Finally, we will carry out interviews with the supervisor of the Video Monitoring Center of the São Paulo State Military Police and with the captain of the Batallion that holds the Operation Center of the São Paulo State Military Police (COPOM). These interviews will attempt to extract from primary sources data and information that illustrate some passages of the text in order to allow us to draw a conclusion about the matter in a consistent manner / segurança (Security Lens) daquilo que estudiosos da Universidade de Brunel intitularam Design with Intent (DwI). Com base na questão sugerida pelo próprio objeto de estudo dessa investigação (O que aconteceria se os cidadãos soubessem, ou ao menos acreditassem, que seu comportamento está sendo visto ou monitorado por pessoas que são detentoras de poder ou autoridade?) e na disseminação, cada dia mais evidente, dos dispositivos de vigilância e controle nas grandes metrópoles urbanas do globo, como é o caso de São Paulo, a questão que nos servirá como elemento norteador é: em que medida o pattern Surveillance, desdobramento da lente de segurança do DwI, incita comportamentos sociais? Com o objetivo de responder a essa problemática e de comprovar as hipóteses de que tal método padroniza os comportamentos sociais e ainda atua como um dispositivo de controle das sociedades contemporâneas, esse estudo se utilizará de uma metodologia híbrida, composta por uma pesquisa bibliográfica, uma pesquisa documental e entrevistas não estruturadas e não dirigidas. A pesquisa bibliográfica contará com um referencial teórico formado por Castel (2005) e Bauman (2009) para apresentar a questão do medo e da insegurança nas grandes cidades; Vaz (2004; 2005; 2006), Kellner (2001) e Wainberg (2005) para esclarecer a contribuição da mídia de massa na construção da imagem da violência urbana; Foucault (1997; 2008), Deleuze (2010), Hardt (2000), Rose (1999) e Costa (2004) para elaborar um panorama sobre as transformações e as características dos diferentes modelos de sociedade; Lockton, Harrison e Stanton (2011) para introduzir e aprofundar os debates sobre a importância do DwI; e Norris e Armstrong (1999), Bruno (2010) e Kanashiro (2006) para abordar o tema da vigilância e o desenvolvimento de seus dispositivos tecnológicos (CCTV). A pesquisa documental coletará informações sobre a violência e o medo na capital paulistana em revistas, jornais e matérias televisivas. Por fim, serão realizadas entrevistas não estruturadas e não dirigidas com o supervisor do Centro de Vídeo Monitoramento da Polícia Militar do Estado de São Paulo e com o capitão do Batalhão que abriga o Centro de Operações da Polícia Militar do Estado de São Paulo (COPOM). Essas entrevistas buscarão extrair de fontes primárias dados e informações que ilustrem algumas passagens do texto e que possibilitem que uma conclusão sobre o assunto seja elaborada de forma consistente

Services surround us every day and companies all over the world have to adapt to the demand of services to make their products more successful and attractive. This master thesis has, on behalf of Scania in Södertälje, Sweden, focused on the service Driver coaching, a service where drivers are dedicated a personal coach who gives regular calls to the drivers. The aim of the thesis was to explore how a driver coaching service could be individualised to each driver. Furthermore, the aim was to develop a design proposal for Driver coaching that creates value for both coaches and drivers. Three coaches from Sweden, Finland and Norway were observed and interviewed to identify what role the coaches have in the service and all the activities they perform. During the analysis of the ethnographic findings, explorations were made on whether valuable insights can be found by interpreting the data with service design visualisations. A customer journey was created which catalysed the analysis phase and helped to generate insights in which pain points could be identified. Three important themes that emerged from the insights were individualisation, trust and communication. Insights from the ethnographic findings and the literature review show that a driver coaching service should, in fact, be individualised. The design proposal that was developed enables different arrangements of the service, which fit each driver’s needs and goals, with the help of a driver profile. Conclusions include information about what is important to think about when designing a driver coaching service that is individualised. Lastly, the thesis contributes to research with lessons learned about how ethnographic data can be used in a generative service design process.