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Co-designing an SMS service for London’s homeless people: Considerations for designers engaging with a vulnerable user group

Ohyoon Kwon
Faculty of Industrial Design Engineering, Delft University of Technology, The Netherlands

Annemiek van Boeijen
Faculty of Industrial Design Engineering, Delft University of Technology, The Netherlands

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Ingår i: ServDes.2012 Conference Proceedings Co-Creating Services; The 3rd Service Design and Service Innovation Conference; 8-10 February; Espoo; Finland

Linköping Electronic Conference Proceedings 67:15, s. 133-145

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Publicerad: 2013-10-16

ISBN: 978-91-7519-482-0

ISSN: 1650-3686 (tryckt), 1650-3740 (online)

Abstract

This paper reports the challenges of designers developing an SMS service for and with a vulnerable user group; homeless people; and their supporting agencies in London. It also describes the deployed methods in the design process. Co-design activities were performed with homeless people in and outside their living environments such as streets; a hostel and a day centre. The first author engaged with them as an insider (volunteer) or an outsider (designer or facilitator). This paper highlights how co-design activities in the inside and outside environments of a vulnerable user group affect the engagement of this group. Furthermore; the paper discusses ethical issues and the different roles (insider-outsider; volunteer-professional) designers are confronted with in this particular situation. We finally recommend designers to allow participants to share ownership of the project and carefully consider their capabilities of engagement.

Nyckelord

Service design; Co-design; Participatory design; Vulnerable user group; Homeless people

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