Sensemaking and the use of boundary objects in a digital services design agency
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School of Business |
Master's thesis
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Authors
Date
2022
Department
Major/Subject
Mcode
Degree programme
International Design Business Management
Language
en
Pages
67 + 5
Series
Abstract
This master’s thesis studies how design research and collaboration with the client and any technical partners can be practically arranged in a digital services design agency. I study design research through the lenses of design thinking, service design and sensemaking, and employ boundary object theory to identify and analyze the materials and processes that facilitate collaboration during design research and communication of design outcomes. The research, conducted as a case study of a Finnish digital services design agency, with seven of their recent projects studied as sub-units, provides a practical perspective into how effective digital services design can be conducted in an agency-client cooperation, and how that relates with the relevant design, organization and management theories. Additionally, I link the research with agile software development processes, which are often employed when implementing digital services. I conducted the research following a systematic combining process, where further findings from the research case informed adjustments to my theoretical framework. My data consists of a total of 14 semi-structured interviews, 25-60 minutes in duration, which I conducted with personnel of the case agency, their clients and technical partners. Further triangulation was provided by extant materials from the agency and the sub-unit projects. I found the methods for sensemaking to evolve during the projects from predominantly “research-based” in early stages to more “feedback-based” later on. However, compared with the open-ended empathy creation, ideation and prototyping of design thinking, I found the sensemaking in the agency to be much narrower in scope, owing mostly to specifics of client assignments. Broader sensemaking happened in projects, where design research and involvement continued after the launch of the first version of the digital service, but I found the agency to employ this lean startup-like “MVP” practice only rarely. Another key finding was how “user-perspective” boundary objects, such as polished UX designs, were widely seen to be the most expressive even for communicating matters that are more abstract than UI details, such as the service concept or business model. This places an impetus on devising more informative abstract boundary objects.Description
Thesis advisor
Eloranta, VilleNurmi, Niina
Keywords
service design, digital services, sensemaking, boundary objects, design agency