Tapestries of trust: A design-driven enquiry to understand trust between migrants and civil servants in Finnish municipalities
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School of Arts, Design and Architecture |
Master's thesis
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en
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150 + 6
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Abstract
In the contemporary, globalized world, migration and technological trends shapes modern societies, impacting Finland with an influx of migrants and diverse perspectives. To facilitate effective integration and accessible digital public services, developing an understanding of trust between civil servants and migrants becomes vital amid opportunities and challenges. Structured within the Trust-M research, the thesis aims to address two key research questions. Firstly, it investigates how trust is understood within the interactions between civil servants and migrants in Finnish municipalities, specifically in the City of Espoo. Secondly, it explores how this understanding of trust can inform the design and development of AI-based public sector services. A set of findings emerged from the multi-method qualitative research approach conducted, comprising two key phases: (1) an exploratory research phase consisting of interviews, participant-led mind mapping, ethnographic fieldwork, empathy workshops, and (2) the speculation and validation phase consisting of co-speculative workshops. The first research question results in seven key findings, shedding light on (1) the external and context-based factors affecting trust, (2) the elusive and dynamic nature of trust, (3) the negotiation of trust through social dialogue, (4) the role of human-centric services, (5) the impact of mediators and partnerships, (6) diverse subjective "Trust capacity" among migrants, and (7) trust as a multi-faceted and plural phenomenon. These findings culminate in the development of a comprehensive framework of trust, visualizing its nuances at individual, collective, and communal levels. Addressing the second research question, the study presents six principles intended for Hello Espoo to cultivate trust in existing services and navigate trust complexities in digital contexts, especially when AI is involved. These principles, developed through collaboration with a diverse set of stakeholders, emphasize inclusivity, active engagement, well-being, empowerment, transparency, and continuous improvement. In conclusion, this thesis recognizes trust as a complex and multidimensional concept, particularly in the context of migrant-civil servant dynamics in Espoo. By unraveling the intricate tapestry of trust and offering principled guidelines, this research contributes to a nuanced understanding of this phenomenon. The presented framework and principles serve as a compass, guiding the development of equitable, transparent, and empathetic AI-based solutions.Description
Supervisor
Čaić, MartinaThesis advisor
Solsona Caba, NúriaSawhney, Nitin
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