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Participatory design has its roots in the design of technology systems and artifacts. Over the years the focus of PD has expanded to include the design of physical environments, technology infrastructures, community networks and services, including e-government, medical, and educational services. The particular interest in service design in part is a reflection of the relatively rapid rise in the global service economy. Today nearly two thirds of all economic activity in the developed countries derives from the service sector (e.g., healthcare, education, travel, entertainment) and employment in service industries is growing throughout the world. As products commoditize, businesses expand their service offerings to attract new customers. Organizations, be they commercial, non-profit or governmental, have realized that their success is tied to the ability to design and deliver services that are valued by their clients be they citizens, patients, students or customers.Full text at ACM

This book chapter, in a book about service design research co-edited by Daniela Sangiorgi and Alison Prendiville, explores the object of service design and the implications that emerge from different ways of thinking about the topic. Kimbell and Blomberg combine literatures from the social sciences, management and design to identify three different approaches to understanding the object of service design: the service encounter, the value co-creating system and the socio-material configuration. The discussion is brought to life by one particularly successful contemporary service business, Airbnb. The authors then turn to assessing the implications of these different approaches, by discussing cosmologies, accountabilities, temporalities, politics and expertise. Although the resulting triad is a simplification, the chapter offers a provisional answer to the question of what is the object of service design.

This paper reports our experiences in developing a workoriented design practice. We sketch our general approach to relating work practice studies and design, including our use of case-based prototypes to bridge between the worlds of professional design and the settings in which new technologies will be used. We go on to describe our entry into the work site that was the setting for this project, our encounters with members of the site and with their work, and the development of our design agenda. Along the way we discuss the difficulties of maintaining alignment, the limits of research prototypes. and the politics of representing work practices.

This article provides an overview of a research program developed over the past 20 years to explore relations between everyday practices and technology design and use. The studies highlighted reflect three interrelated lines of inquiry: (a) critical analyses of technical discourses and practices, (b) ethnographies of work and technologies-in-use, and (c) design interventions. Starting from the premise that technologies can be assessed only in their relations to the sites of their production and use, the authors reconstruct technologies as social practice. A central problem for the design of artifacts then becomes their relation to the environments of their intended use. Through ethnographies of the social world, the analyses focus on just how social/material specificities are assembled together to comprise our everyday experience.

A deep discussion and reflection on the implications surrounding the design, development, and deployment of what are being described as artificially intelligent systems is urgent. We propose that within this context, Participatory Design, not only has much to offer, it has a responsibility to deeply engage. This workshop brings together practitioners and researchers from diverse disciplinary backgrounds to discuss and reflect on the cultural, ethical, political, and social implications surrounding the design, development, and deployment of intelligent systems and to explore participatory design approaches, tools, and guidelines that should ground the design of intelligent systems.Full text at ACM

Businesses and other organizations are increasingly hiring anthropologists and other ethnographically-oriented social scientists as employees, consultants, and advisors. The nature of such work, as described in this volume, raises crucial questions about potential implications to disciplines of critical inquiry such as anthropology. In addressing these issues, the contributors explore how researchers encounter and engage sites of organizational practice in such roles as suppliers of consumer-insight for product design or marketing, or as advisors on work design or business and organizational strategies. The volume contributes to the emerging canon of corporate ethnography, appealing to practitioners who wish to advance their understanding of the practice of corporate ethnography and providing rich material to those interested in new applications of ethnographic work and the ongoing rethinking of the nature of ethnographic praxis